Customer Experience Coordinator

2 months ago

London, Greater London, United Kingdom The Scouts Association Full time
About the Role

We are seeking a highly skilled Customer Experience Coordinator to join our team at The Scouts Association. As a key member of our team, you will play a pivotal role in delivering exceptional customer experiences and ensuring the seamless delivery of safe, high-quality adventures.

Key Responsibilities
  • Provide exceptional customer service across various channels, including email, phone, live chat, and social media.
  • Act as the primary point of contact for customers, from booking inquiries to post-visit follow-up, ensuring a seamless experience throughout their journey.
  • Use expert knowledge of our products and services to recommend tailored experiences to meet customers' unique group needs and objectives.
  • Work within service level agreements (SLAs) and brand guidelines to create a positive, lasting impression of The Scouts Association.
  • Process bookings and maintain customer records using platforms such as SharePoint, Cinolla, Zendesk, and Trust Pilot, ensuring accurate and up-to-date information.
  • Design tailored activity programmes for groups, aligning with their needs and objectives, and liaise with on-centre teams to coordinate schedules.
What We're Looking For
  • Effective written and verbal communication.
  • Attention to detail and organisational skills.
  • Good computer literacy, with an ability to confidently learn and use tools such as bookings systems, customer support software, Microsoft Office, Sharepoint, Smartsheets etc.
  • Positive and proactive – embracing change, challenge and learning opportunities.
  • Prior experience in providing high-quality customer service from initial enquiry to aftercare.
  • Prior experience in outdoor education, residential centres or a related industry (e.g. hospitality or education) desirable.
What We Offer
  • Work in a way that suits you, your role and your department.
  • Be proud to say you're part of a team with Investors in People (Gold).
  • Plenty of opportunity for learning and development.
  • 28 days holiday a year, plus bank holidays rising to 32 days after two years.
  • Four extra days to look after your family when they need you.
  • Three extra days over Christmas.
  • Up to four personal days paid leave a year.
  • Hybrid /Flexible working hours.

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