Customer Experience Coordinator

Customer Experience Coordinator Salary: Living Onsite – £25,685 per annum (Band C, Level 3) Living Offsite – £27,445 per annum (Band C, Level 3), inclusive of OLW Location: Gilwell Park, Chingford, E4 7QW Contract Type: Permanent Working Hours: 35 hours per week, worked on a rota basis including weekends About the Role We’re looking for a proactive and customer-focused Customer Experience Coordinator to help create exceptional experiences for visitors at Gilwell Park. This is an exciting opportunity for someone who enjoys working in a fast-paced environment, building strong customer relationships, and supporting unforgettable outdoor adventures. In this role, you’ll play a key part in understanding customer needs, guiding them towards the right experiences, and supporting centre teams to ensure every visit runs smoothly from booking through to aftercare. Key Responsibilities Customer Service & Bookings Deliver professional and friendly support across phone, email, live chat, and social media channels. Advise customers on suitable products, activities, and booking options tailored to their needs. Maintain high service standards in line with SLAs and brand expectations. Manage customer bookings from enquiry stage through to post-visit support. Administration Process bookings, enquiries, and customer information using internal systems including SharePoint, Cinolla, and Zendesk. Handle payments, invoices, and other routine financial administration tasks. Support the conversion of enquiries into confirmed bookings. Centre Support Assist in planning activity programmes suited to customer and group requirements. Work collaboratively with centre teams to ensure a seamless customer journey. Support operational procedures, compliance requirements, and safety checks. About You We’re looking for someone with: Previous experience delivering high-quality customer service. Experience within outdoor education, residential centres, hospitality, leisure, or a related sector. Strong interpersonal and communication skills, both written and verbal. Excellent organisational skills with strong attention to detail. The ability to manage multiple priorities while maintaining a positive customer experience. Why Join Us? This is a fantastic opportunity to join a passionate team dedicated to creating memorable experiences in a unique outdoor environment. You’ll gain valuable experience in customer engagement, operations, and adventure-based hospitality while working at one of the UK’s leading activity centres. Benefits: We are an award-winning Charity of the Year (Charity Times Awards 2022) with over 400 employees across multiple locations across the country. 28 days holiday and going up to 32 days after 2 years’ service plus additional days at Christmas Flexible working hours Work in a way that suits you, your role and your department Double matching pension up to 10% of gross salary For a full list of our benefits, click . Closing date for applications: 23:59 on Sunday, 7th June 2026 Interviews will be held in person at Gilwell Park on Tuesday, 16th June 2026. Strictly no agencies. The Scouts is an equal opportunities 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.