Customer Support Manager

We have an exciting opportunity for a Customer Support Manager to join our team based homebased with some travel required. Working 40 hours per week we will offer you a competitive salary of £28,188 per annum.

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.

The Customer Support Manager Role:

Scout Adventures is a busy network of centres and this role is responsible for making sure that all of our visitors receive top notch service both prior to and following their adventure with us. Maintaining oversight of our bookings, managing our bookings teams and being the go to person for data/trend analysis; this is one important role within our team.

Based at any of our amazing adventure locations across the UK or working from home; you’ll spend a lot of your time helping groups to get their adventure booked in with us by ensuring that our administration systems are operating efficiently. This role will require regular travel across all of our UK locations.

We’re looking for someone with a great eye for detail; but with a belief and understanding in the value of people and what they bring to an organisation. With a diverse workload, this role would really suit you if you have a background in either administration or the outdoors and want to learn more about the other.

You’ll be joining a great team; working hard to give as many young people as possible an opportunity to have an adventure with us. Maintaining relationships remotely with lots of people across a large geographic area is going to be key to success.

Key responsibilities as our Customer Support Manager:

Manage our team of Customer Support Coordinators (CSC’s)

Be the owner of our bookings process

Maintain oversight of the service that we are providing to our customers

Be the system manager for our booking software – Cinolla

Ensure that booking lines, e-mails and enquiries are responded to during periods of CSC absence

Maintain oversight of The Scout Adventures debtors list and assist CSC’s where necessary

Act as coordinator for responding to customer complaints/comments

As necessary, authorise the transfer, refund and payment of monies

Manage the Scout Adventures feedback system

Manage all customer facing documentation

Work as the Scout Adventures GDPR champion

What we are looking for in our Customer Support Manager:

A skilled people person and have a passion for providing great service.

Able to simultaneously work on multiple areas of work and be able to cope with a varied workload.

Communication with a range of audiences is something that you are going to be comfortable with

Ideally have some experience of working within a customer service driven environment.

Specific outdoor technical knowledge (desirable)

Experience of working in a systems driven environment

Proven experience of leading others

Some financial management experience (desirable)

What we can offer you as our Customer Support Manager:

25 days holiday and going up to 28 days after 2 years’ service and 32 days after 5 years’ service

Additional holidays between Christmas & New Year

Life Assurance

Simply Health Scheme

Generous Pension Scheme

Free car parking

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

Up to four personal days paid leave a year

Maternity/Paternity Leave

Childcare Vouchers

Flexible working hours

Store Discount at our Scout Store + other online benefits

Study and volunteer leave

Closing date: Mon, 15 November 2021, 23:59

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

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

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