Customer Activity Assistant

CUSTOMER ACTIVITY ASSISTANT (OUTDOOR INSTRUCTOR) - Normanby Hall

JOB INFORMATION

Hours: Part Time/Weekend and Holiday Availability Essential

Contract: Fixed Term

Pay: £7.85 to £10.90 per hour

WHO ARE WE?

Go Ape is the UKs number 1 adventure company with 33 locations nationwide and more than 8 different activities. We’ve been providing adventures since 2002 and have welcomed over 10 million customers, but we’re not done yet and have big ambitions for the future.

Go Ape is now Employee Owned that means every Go Ape employee whether full time, part time or a seasonal worker are now co-owners of the business. As a co-owner you will be empowered to voice your opinions and ideas through an elected Employee Council and have a real say in helping to shape the business. There is also the potential to award tax-free bonuses to all co-owners. We know our teams are the people most passionate about the company and its values and they should also reap the rewards for their hard work and dedication.

In other exciting news - we’re working towards carbon neutrality this year - currently reviewing all of our energy consumption with the aim of reducing and off-setting our carbon footprint, really rather proud of the £120k we’ve raised for our charity partner the Prince’s Trust in the last year, and we’re on the journey to becoming a B Corp certified company - meaning we can truly demonstrate that we put people and planet before profit

Joining Go Ape you’ll feel a great sense of camaraderie and connectedness within the teams, and we’re committed to training you to our high standards with Go Ape’s in-house training programme - a mixture of online and practical development.

We promise that your time with Go Ape will be rewarding and memorable and that (if you don’t return next season - many of you will), you’ll leave with a whole bunch of enhanced skills to take to your next role. You’ll be more confident, qualified, assertive, able to make decisions and communicate with people of all backgrounds - not to mention the first-class customer service skills

WHAT YOU’LL BE DOING (FULL (AND FUN) TRAINING PROVIDED)

Customer Experience
- Welcome customers and provide customer WOW whilst you prepare them to take part in their activity
- Deliver the adventure, ensuring an amazing customer experience
- Host schools and education groups, helping children to take new adventures and overcome their fears.
- Do everything within reason to minimise customer complaints and maximise satisfaction

Health & Safety
- Fit, remove and inspect harnesses and protective equipment
- Demonstrate and ensure the safe system of activities at all times
- Instruct and brief customers on safety procedures and the safe way of experiencing activities - evaluate participant competence to continue beyond the briefing stage
- Monitor and patrol the course; ensure all participants are safely conducting themselves and assist participants where necessary, carry out emergency drills in accordance with company directives and training, and ensure all landing sites are maintained to the correct standard

Admin/Maintenance
- Help with local marketing as required by the Site Manager/ Deputy Manager
- Carry out course checks and record/report findings
- Caring for equipment and facilities

WHAT YOU’LL NEED
- A ‘customer comes first’ attitude with drive and enthusiasm to achieve customer WOW
- Safety conscious frame of mind, with a professional outlook
- Able to work under own initiative without supervision - there’s always someone around to help if you do need support
- Excellent interpersonal and communication skills
- High standard of personal hygiene and appearance
- Enthusiastic team player who is able to work with other colleagues in a dynamic working environment
- A cheerful disposition, even when under pressure
- Must like working outdoors and have a good head for heights
- Must be able to demonstrate attention to detail and ability to diligently follow procedures
- To be able to get to site - which may mean having your own transport as some of our sites are remote without public transport links
- Able to perform all physical duties (with reasonable adjustments where required)

AMAZING BENEFITS
- Contract Fixed term - returners are welcomed and encouraged (we have Tribe members in their 10th season). There may be the opportunity for a permanent contract later down the line if you become part of your core team. The core season runs February to October but we’re open all year round so there will be the opportunity to work throughout the year.
- Holiday Entitlement 28 days’ holiday (pro rata).
- Training Package We offer an extremely comprehensive online and practical training package to ensure you succeed in your role - you’ll gain lots of useful transferable skills including Health & Safety, operations, customer service and communication skills.
- Expeditions & Naturally Powered Days - we arrange multiple subsidi