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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.
Thank you!
Actively Interviewing
This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!
At MSI UK, our success rests on our dedicated team and client-focused approach. As a leading provider of sexual and reproductive healthcare, we aim to empower clients' reproductive choices for a more equal world for everyone. Through personalised care, we prioritise our clients' needs and experiences every step of the way.
Hours: 37.5 hours, Monday – Friday (with the occasional Saturday)
Contract type: Permanent
Salary: £37,522.87 - £42,744.88 (dependant on experience and skills)
What can we offer you
Supportive Team Culture - Work alongside a diverse, close-knit team delivering holistic care to a wide range of clients.
True Work-Life Balance - Enjoy your evenings, weekends, and bank holidays — no late shifts or Sunday work.
Tailored Training - Receive bespoke, on-the-job training to help you thrive and grow in your role.
About the Role:
Reporting directly to the Regional General Manager, the Operations Service Manager will lead the Treatment Centre Operations team in delivering exceptional outcomes aligned with our organisational priorities. In this pivotal role, you will provide strong leadership and effective management to ensure operational goals support our broader mission.
You will foster a culture centred on safety, outstanding client experience, and sustainability within the treatment centre. A key part of your role will be optimising resources—including staff, consumables, equipment, and facilities—to ensure efficient and effective service delivery.
Collaboration will be essential, as you’ll work closely with fellow Operations Service Managers and cross-functional teams to drive organisational success and maintain consistent, high-quality service. Occasional travel to nearby Community Treatment Centres will be required to deepen your understanding of the role and its operational context.
To excel in this role, you must possess the following essential skills:
- Exemplifying desired behaviours through role modelling
- Collaborating effectively with others
- Inspiring and driving a motivated and productive team
- Making sound business decisions
- Providing a client-focused service that exceeds expectations
- Communicating key concepts, priorities, and challenges effectively throughout the organisation
- Experience of facilities management and contractor management is desirable.
- Experience of working in a Healthcare setting or with the Care Quality Commission is desirable
What We Offer:
Financial Benefits
- Competitive salary with progression opportunities
- Aviva pension (up to 5% employer contribution)
- Blue Light Card perks (4,000+ discounts)
- Salary sacrifice schemes (bike, season tickets)
- Eye care contributions
- Long Service rewards
Wellbeing Support
- Extra annual leave for your birthday and buy and sell scheme
- 24/7 GP access via Employee Assistance Programme
- Mental Health First Aiders
- Family-friendly policies and potential flexible working options
Career Development
- Paid training and development
- Clear internal progression pathways
We’re proud to be a disability confident level two equal opportunities employer and give equal consideration to all qualified applicants without regard to race, ethnicity, religion, gender, gender identity / expression, sexual orientation, national origin, disability, or age.
MSI UK is committed to safeguarding: promoting the welfare and safety of everyone involved in the delivery or receipt of sexual and reproductive health services, especially children, young people and vulnerable adults.
We pride ourselves on having a Just and Learning Culture and recognise that successes or mistakes are the product of many factors and our learning focuses on changing systems and processes to make it easier for people to do their jobs safely.
Registered Charity
501 - 1000
We have been providing NHS-funded and private abortion and vasectomy care through our network of local clinics across England for over 40 years.
The client requests no contact from agencies or media sales.