Customer Experience Coordinator

Scout Association

Hours
35 hours per week

About the Organisation

Scouts and everyone are welcome here - all genders, races, and backgrounds. We give over 400,000 4–25-year-olds the skills they need for school, college, university, and the job interview: the skills they need for life. Right across the UK, we’re helping young people gain skills for life and find their place in the world. We help them speak up, play their part, and shine bright. Scouts is the place to be yourself and find yourself.

These are young people who are not afraid to stand up for what they believe in, to do the right thing, and to think of others before themselves. At a time when communities sometimes feel divided, Scouts brings people together. We’re building stronger communities and contributing to a stronger society. All this is made possible by the generosity of our adult volunteers.

Now’s a challenging time for us all, but Scouts has never been more important - giving young people purpose, hope, and a place to belong. With the launch of Squirrels for 4–6-year-olds, and opening more units in even more areas of deprivation, we’re making more of a difference than ever.

About the role

There’s a lot of work that goes on behind the scenes to build great experiences for our customers. This role is all about understanding our customers’ needs and expectations, matching them to an amazing adventure at one of our centres, and supporting our centres to deliver it. You’ll be at the heart of our customers’ experience, providing them with high-quality service and supporting them through the whole booking journey from initial enquiry to aftercare.

You will often be acting as the point of contact for your centre, providing a ‘front of house’ service to customers throughout their visit. This will include being on the reception desk and supporting the day-to-day running of the on-site shop. You’ll build a deep understanding of our centres and how they operate, enabling you to balance customer experience, our operational capacity, and our income targets.

As a key member of the on-centre team, you will create group activity schedules, liaising with all teams across the centre to coordinate experiences and support the centre in ensuring we deliver safe, high-quality experiences. We’re looking for someone with fantastic customer service skills, a great eye for detail, and excellent written and verbal communication. We need someone who can problem-solve in a creative and dynamic way, always taking a customer-centric approach, even when under pressure. You’ll also need to be able to build excellent working relationships with your colleagues. 

Responsibilities

Customer Service & Bookings:

• Provide a helpful, supportive and friendly service across a variety of contact channels, including email, phones, live chat and instant messaging such as WhatsApp/social media.
• Be an expert on our core products and services to ensure customers are recommended the correct packages and bookings to their requirements.
• Work within our service level agreements, objectives and policies, using our tone of voice/brand guidelines, to make a great impression of Scout Adventures.
• Maintain and update bookings in the lead-up to a group’s visit, as well as providing aftercare when customers have completed their visit to us.
• Drive customer loyalty through delivering exceptional service. Ensuring all customers feel valued and supported throughout their journey – from providing them with an experience unique to their group needs/objectives, to going the ‘extra mile’ where possible. Provide a ‘front of house’ service to customers on site, including the reception/welcome areas and on-site shops
• Provide remote cross-centre cover for customer service and bookings as required.

Administration:

• Process bookings and contacts through systems such as SharePoint, Cinolla, Zendesk, Eventsair and Trust Pilot, and other similar platforms.
• Carry out basic financial tasks related to bookings, including taking payments and raising invoices.
• Process new enquiries by matching customers to our products and securing their booking.
• Maintain accurate records of our customers and bookings, maintaining strict confidentiality and data protection standards to comply with GDPR.
• Carry out other tasks as required, commensurate with the role.

Centre Support:

• Design activity programmes for groups based on their needs and objectives.
• Work closely with on-centre colleagues to ensure a seamless customer experience and handover from booking to arrival at the centre, to aftercare. Make sure that the distribution of booking information is shared appropriately
• Assist with paperwork and procedures that help us to ensure we deliver a safe, quality experience to customers, and all due diligence checks are in place.
• Be a key member of the centre team, helping to provide customer service and supporting other tasks in the centre as required.
• Work with freelancers and third-party activity providers as required, to deliver activities to our customers.
• Utilise feedback and reviews, working with colleagues to make genuine improvements to process, service and product offerings.
• Provide support with the Duty Manager on occasion each month; this may vary depending on resource pressures for your centre.
• Provide support on any other tasks commensurate with your role, as advised by your line manager.

Skills, Competencies, Experience & Attributes

Experience:

• Prior experience in providing high-quality customer service from initial enquiry to after-care.
• Prior experience in outdoor education, residential centres or a related industry (hospitality and education) is desirable.

Skills, Abilities & Knowledge:

• Excellent customer service and interpersonal skills.
• 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 booking systems, customer support software, Microsoft Office, SharePoint, Smartsheet, etc.
• Ability to prioritise and plan your own workload.
• Ability to problem-solve and handle complaints.

Personal Qualities:

• Positive and proactive embracing change, challenge and learning opportunities.
• Shares the Scouts' values of integrity, respect, care, belief and cooperation.
• A genuine belief in the work Scout Adventures carries out to provide safe spaces for young people to take part in adventures which challenge and inspire them.

Other Essential Criteria:

• Comfortable splitting time between working at your base Scout Adventures centre, with occasional visits to other centres across the country.
• Comfortable working on a rota basis, including weekends. Occasional evening shifts may be required during busier periods. 

Compensation & Benefits

• A supportive, inclusive, and collaborative team environment
• Ongoing learning and professional development opportunities
• 28 days annual leave, rising to 32 days after 2 years, plus additional time off over Christmas
• Flexible working options to suit you, your role, and your team
• A double-matched pension scheme, up to 10% employer contribution
• A family-friendly approach, with generous family leave policies

Working locations

• Gilwell Park, Chingford, E4, 7QW, United Kingdom

How to apply

• Please submit an online application by 11:59 pm on Wednesday, 29th April 2026
• If you'd like to find out more to see if this role suits you, we'd be very happy to have an informal chat; please contact [email protected] to set up a call or virtual meeting.
• To help us monitor the application of our Equality, Diversity & Inclusion Policy, we’d be grateful if you'd also complete the Recruitment Monitoring questions on the Application Form. 
• Before making an application, please make sure that you’ve read the Recruitment and Selection Policy

Interviews

• Interviews will be held in person at Gilwell Park on Thursday, 7th May 2026.

Policies

The Scouts is an equal opportunity employer, and we are committed to fostering an inclusive environment where everyone feels valued and empowered to contribute. We offer flexible working arrangements to support diverse needs and lifestyles, ensuring that our teams can thrive both professionally and personally. We welcome and encourage applicants from all walks of life, believing that varied perspectives strengthen our innovation and community. Your unique experiences and ideas are essential to our success, and we look forward to hearing from all voices.

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