Customer Experience Manager

We are looking for a Customer Experience Manager - Scout Adventures to join our Adventurous team.

Location:  Gilwell Park, Chingford, London, E4 7QW (Option to live in on site)

Salary:  £31,716 per annum, Band E, level 3 

Term: Permanent

Working Hours: 40 hours per week - Including some evenings and weekends

We’re Scouts and everyone’s welcome here - all genders, races and backgrounds. Right across the UK, we help over 400,000 young people aged 4-25 gain skills for life and find their place in the world. We help them speak up, play their part and shine bright.

About the Customer Experience ManagerRole: 

As Customer Experience Manager, you will be the Centre champion of our ‘Think FRESH!’ customer journey framework (Fun Relevant Effective Simple Helpful) and oversee and improve all aspects of our onsite customer journey. You will drive retention & support income generation through the delivery of fun, innovative events, and the implementation of service standards that exceed customer expectations.

What we are looking for in our Customer Experience Manager:

• Prior experience operating as a manager in a Customer Experience focussed environment.
• Excellent communication and interpersonal skills, with an ability to influence and negotiate with a wide range of audiences, both internal and external
• Comfortable managing your own workload, time, and logistics.

• Experience and knowledge of residential hospitality, group travel, food & beverage operations or a related hospitality industry. Excellent customer service skills and awareness of customer expectations to ensure the customer is at the centre of decision-making.

Key responsibilities as our Customer Experience Manager:

• In partnership with the General Manager and the wider Scout Adventures leadership team, lead the way to support the Customer Experience journey at Gilwell Park, ensuring that every visitor has a memorable experience and is engaged in the rich story of Gilwell.
• Line manage and lead key members of our booking, administration and events team, ensuring they have the tools and support that they need to complete their job effectively.
• Review and implement customer service standards to ensure consistent standards of service delivery are met for improved customer relations.

As our Customer Experience Managerin return, we offer you:

• 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
• Three extra days over Christmas (that’s our gift to you) 

We are proud to be a family-friendly employer and offer…

• Maternity/Paternity Leave
• Flexible working hours
• Store Discount at our Scout Store + other online benefits
• Study and volunteer leave

Don’t miss out on the opportunity to join our fantastic team! Click ‘Apply’ now!

The closing date for applications is 23:59pm on Sunday 14th July 2024

Telephone Interview: Friday 19th July 2024

Interview are expected to be held in person at Gilwell Park on Friday 26th July 2024

The Scouts is an equal opportunity employer, and we are committed to diversity and actively seeking applicants from a wide range of backgrounds.

Strictly no agencies.