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We are looking for a Customer Relationship Manager to join our Adventurous Scout Adventure team.

Location: Homebased – Will be require frequent planned travel to our centres. Expectation would be approx. 2 visits to each of the 5 centres per year, plus 4 to 6 in person managers meetings.

Salary: £36,699 per annum, Band F, level 3

Term: Permanent

Working Hours: 40 hours per week

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 Relationship Manager Role:

As the Customer Relationship Manager for Scout Adventures, you will oversee and improve all aspects of our customer journey, exceeding our customer expectations and driving levels of satisfaction and loyalty. You will understand the impact you will create on customer experience, and the contribution you will make to the growth of business, and therefore the critical role you will play within the Scout Adventures operation.

What we are looking for in our Customer Relationship Manager:

• Comfortable managing your own workload, time, and logistics.
• Significant prior experience in customer service or customer experience management
• Significant prior experience in outdoor education, residential centres, or a related industry (e.g. hospitality or education
• Excellent communication and interpersonal skills, with an ability to influence and negotiate with a wide range of audiences, both internal and external
• 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 Relationship Manager:

• Develop and implement strategies to improve customer interactions across multiple touchpoints
• Design and implement customer service standards to ensure consistent standards of service delivery are met for improved customer relations
• Provide clear direction and leadership to our customer support teams across Scout Adventures, educating teams on best practice and foster a customer focused culture

As our Customer Relationship Manager in 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

The closing date for applications is 23.59pm on Sunday 3rd March 2024

Interview are expected to be held on Wednesday 13th March 2024

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