Customer Service CoordinatorApplicant Information Pack

www.scouts.scot

Scouts Scotland As Scouts, we believe in empowering young people with skills for life. We encourage our young people to do more, learn more and be more.Each week we give almost 40,000 young people in Scotland the opportunity to enjoy fun and adventure while developing the skills they need to succeed, now and in the future. We’re talking about teamwork, leadership and resilience – skills that have helped Scouts become everything from teachers and social workers to astronauts and Olympians.We believe in bringing people together. We celebrate diversity and stand against intolerance, always. We’re a worldwide movement, creating stronger communities and inspiring positive futures.We welcome talent from all backgrounds and your contribution to help even more young people succeed in life.

Our ImpactSociety is changing. In often fragmented communities, the pressures and expectations on young people are increasing. The future is uncertain. Scouts has never been so important in helping young people prepare for the future, developing the skills they need to succeed in a changing world. Each week, throughout the UK, almost half a million young people enjoy fun, friendship and outdoor adventure. They develop a sense of optimism and strong values as well as the leadership and team working skills that are more valuable today than ever.

Our Movement achieves remarkable things. In Scotland, we have continued to grow for 13 consecutive years. Scouting achieves remarkable things. Our previous strategy inspired over 30 new groups and sections to start in areas of deprivation, and we now help almost 39,000 young people (including 7,000 girls) in Scotland get the best possible start in life. It inspired social action and enabled young people to make a positive contribution in their local communities with over 500 community

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impact projects. Our adult volunteer numbers are at record levels. We have empowered young people to shape their movement, with the introduction of a youth involvement strategy and a Youth Approved scheme, which recognises meaningful youth involvement.

Scout Adventures ScotlandMuch of our outdoor learning and adventure programme is delivered under our Scout Adventures brand. As part of a UK network, Scouts Scotland currently operate three Scout Adventure Centres that deliver outdoor learning, adventurous experiences and residential programmes to both our own members and a range of partners, including schools and other youth charities. Our Centres also offer training, advice and support to our amazing adult leaders and we are increasingly delivering training to teachers.

They deliver a wide range of opportunities – everything from fully programmed and catered residential weeks to traditional camping and bush craft experiences.

As national Scout Centres, we also offer support to leaders with programme planning, and can deliver a progressive range of experiences across our three sites – from a first night away in a bunk bedded dorm to a gold Duke of Edinburgh’s Award expedition on Loch Lomond. In fact, we are one of Scotland’s largest providers of Duke of Edinburgh’s expeditions.

Our three centres are Scout Adventures Fordell Firs, Lochgoilhead and Meggernie.

Scout Adventures Fordell FirsBased on the edge of Dunfermline, Fife, Scout Adventures Fordell Firs has been operating since 1946 We have indoor accommodation for 67, a tented village for 64 and camping for more than 400 in a mix of woodland and grass areas over 48 acres. We offer a wide range of on-sight adventurous activities. In addition to providing a wide range of programmes and events to our members, the Centre provides day visit and residential programmes for schools and has a strong reputation for working with groups and charities catering for young people with additional needs.

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The roleResponsible to: Centre Manager

Department: Scouting Adventures Fordell Firs

Base Location: Scout Adventures Fordell Firs, Dunfermline, KY11 7HQ

Term: Permanent

Starting Salary: £18,720

Hours: 40 hours per week. Working pattern will generally be Monday to Friday daytime and will include Friday evenings during peak season (March to October). Some evening and weekend work may be required).

Internal Relationships: Scouts Scotland Staff and volunteers, Scouts Scotland members

External Relationships: Schools, other youth organisations, charities, businesses.

PVG: Basic Disclosure required

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About youWe are seeking an enthusiastic and motivated individual who has a passion for customer service and a sense of pride and ownership in everything they do.

It is the people that make Scout Adventures Fordell Firs an amazing place and you will be no exception. You will know what it takes to deliver a first class customer experience. You will play a vital role managing enquiries and bookings from our members and customers. You will have an outstanding work ethic. You will have a love for people. You must be a motivated and enthusiastic individual with an excellent eye for detail and a can-do approach.

While embracing our values, you must be a strong team player, and have excellent communication skills. You will use these skills to build great relationships with new and existing customers. Experience of working with Scouts, schools, youth groups or the third sector is desirable.

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Key tasksCustomer relationships Promote excellent customer care at all times. Build and enhance customer relationships to increase the retention of current

customers, gain recommendations for new business and attract new customers. Receive and respond to all enquires (telephone, email, face to face, social

media) in an efficient, reliable and friendly manner. Be responsible for greeting customers on arrival, briefing them and introducing

them to the site and operational team. Work with colleagues to develop and improve all stages of the customer

journey. Assist in establishing relationships locally and represent Scout Adventures as a

Scout Centre and business by attending events and other networking opportunities when necessary.

Ensure all invoicing is complete, tracking incoming payments against bookings and manage the centres debtors list.

Sales and bookings Receive and process enquiries to the centre generating sales revenue by

seeking every opportunity to convert leads by selling and tailoring our products to meet customer requirements.

Assist in work which creates opportunities to sell our products, thinking creatively and generating new ideas around product, offer and price, in order to grow the business and enhance revenue and profitability for the centre in future years.

Establish close working relationships with staff and volunteer colleagues to maximise revenue across the centre – including taking a key role in the scheduling of a group’s activity programme and designing a programme appropriate to the group’s requirements.

Other responsibilities Engage in regular contact with other colleagues such as Finance,

Communications and colleagues at other Scout Adventure Centres including occasional travel to other sites.

Fully participate in meetings to enhance team relationships and delivery against targets.

Maintain accurate records of our customers and bookings which allow us to gain insights into our customer base and maintain timely contact – including sales, occupancy, late availability etc.

Work closely with the operational team to ensure smooth and seamless customer experience from initial enquiry through to post visit contact – with particular regard to successful handover of customers booking to the operational team.

Employees are expected to undertake any and all other reasonable and related tasks allocated by their line manager.

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The person we are looking forSkills and Abilities Friendly and personable approach Ability to communicate effectively with people at all levels (within and outside

of Scouting) both verbally and in writing Ability to influence and negotiate – including complaint handling Proficient in the use of Microsoft Office (Word, Excel, Outlook) Able to represent Scouting and Scout Adventures Fordell Firs to a wide variety

of members and customers Confidence to manage and prioritise own workload within agreed objectives Ability to multi-task and work well under pressure Ability to work both on own initiative and as part of a team Excellent attention to detail and completion, ensuring quality and consistency

is maintained at all times Flexibility in approach to work and willingness to learn

Knowledge and Experience Experience of delivering customer service, for example, in hospitality,

conferences and events, or in the outdoor centre sector Experience of building relationships with customers face to face, by telephone

and email and via social media. Experience of working with volunteers (desirable) Experience of working with electronic booking systems or databases Experience of working in a busy office environment and prioritising a diverse

workload

Values and Personal Qualities Understanding of, and empathy with, the aims and ethos of Scouts Scotland Enthusiastic, motivated with a passion for customer service A strong work ethic with a sense of pride and ownership in everything you do

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Summary Terms and ConditionsTitle: Customer Service Coordinator

Salary:

Pension:

£18,720

A contributory pension scheme is available. Contribution rates are 7% of salary from the employer and a minimum of 5% from the employee.

Hours of work:

Based on a working week of 40 hours, to be worked in accordance with the requirements of the job, including Friday evenings during peak season (generally March to Ocrober). There will be some evening and weekend duties required.

Time off in lieu of additional hours worked may be taken by prior arrangement with the Line Manager. No additional payments are made in respect of overtime

Location:

Holiday:

Benefits

Scout Adventures Fordell Firs, Hillend, Dunfermline

22 days per annum, rising by 1 day per year of service to a maximum of 27 days, plus statutory holidays (or equivalent)

Scouts Scotland operates a wide range of family friendly benefits to enable work life balance including but not limited to flexible hours, paid leave for volunteering and public duties, additional leave for long service.

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How to applyApplication Schedule

The closing date for applications is 9am on Monday 4th November

Applications should be emailed to hradmin@scouts.scot or sent by post to Scouts Scotland HQ (Recruitment), Fordell Firs, Hillend, Dunfermline, KY11 7HQ.

Interview Schedule

Interviews will be held at Scouts Scotland Headquarters, KY11 7HQ on Wednesday 13th November. There may be a requirement for a second interview.

Please note that if you have not heard from us within two weeks of the closing date please assume that your application has been unsuccessful.

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