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Customer Experience Lead

Support Roles

Near Mold, Wales

Full Time



Customer Experience Lead
Full Time
Near Mold, Wales

Job Purpose

To conduct all necessary administration duties for the efficient operation of the Customer Experience Department on centre and to assist Customer Experience Manager in everything required to maximise Customer Satisfaction; dealing with all customer enquiries and concerns professionally, effectively and efficiently.

Key Responsibilities

· Ensure all groups have completed the required pre-visit paperwork and this has been communicated to relevant departments.

· Complete room allocations and send out to all visitors, together with their timetable, ensuring company 4 week target deadline is met.

· Process and file – Emails/Post from/to the schools,

· Make Pre-arrival courtesy calls to all groups, and log all contact in the appropriate places.

· Compile feedback summaries to pass on to all departments.

· Ensure numbers of guests are confirmed on arrival and sent to Admin weekly.

· Assist with Teacher entertainments, welcome meetings, feedback meetings and daily contact with school’s

· Conduct Centre previews and preview weekends as required

· Complete all necessary reports in a timely and organised manner

· Coordinate the Centre Lost Property System

Essential Criteria

· Attention to detail essential

· Excellent communication skills

· Good problem solving skills

· Friendly, outgoing and professional manner essential

· Ability to quickly build and uphold effective working relationships with guests of all ages and backgrounds essential

· Experience in this or a related industry preferred

· Computer literacy in MS Word, Excel and Outlook

· 40 hours per week, Mon-Sun Rota over 5 days. Some evening work may be required.


We are one of the most experienced providers of outdoor education in the UK. We were founded over 35 years ago and run over 1.2 million activity sessions each year across ten activity centres. Each year we welcome over 175,000 young people from more than 35 countries around the world.