Customer Activity Administrator - Pickering

Go Ape
29 Nov 2016
30 Nov 2016
Contract Type
Full Time
Customer Activity Administrator - Dalby, Pickering

Reports to: Site Manager or Deputy/Duty in the Site Manager's absence

Location: Various across the UK

Contract Period: Fixed term, for one season only. The core season will be April to October. Extensions for weekends and holidays may be offered

Reward Package:

Hourly Rate: GBP8.60 per hour (including GBP0.93 per hour holiday pay based on 28 days/year)

Holiday Entitlement: 28 days holiday (pro rata) has been included in hourly rate above. Holiday pay will be specified separately on your payslip

Flexible Working Hours: A range of contracted hours are available, both full and part time. Weekends and bank holidays are standard working days.

Hours will be rostered by the Site Manager

Job Role

The Customer Activity Administrators role is to provide an efficient, helpful and effective front of house service that is adaptable to customer needs. You will provide a first point of contact when customers arrive. Process bookings, check in and complete all relevant paperwork. Welcome returning customers with enthusiasm celebrating their achievements. Maintain a clean and attractive Cabin, promote retail sales, and provide administration support.

The main focus of this role will be customer care, administration and ensuring guest satisfaction. Additional duties will include: local marketing, retail sales and merchandising, reconciling customer paperwork and the end of day takings.

Main Duties and Responsibilities:

Customer Service:

Assist with customer enquiries & bookings
Welcome customers and prepare them to take part on the course
Ensure all Go Ape participants: Complete a risk acknowledgement/disclaimer
Comply with company rules on height, weight, age and medical conditions
Assisting participants where necessary to minimise customer complaints and maximise customer satisfaction
Carrying out emergency drills in accordance with company directives and training
Maintaining all records and registers including the radio log and daily report

Financial Management

Operate the till and take receipt of payments
Ensure all cash, cheque and credit card transactions are completed according to PCI and company directives
Bank payments, as requested by the Site or Duty Manager

Marketing & Site Development

Market Go Ape as required by the Site Manager
Meet communication standards set by Go Ape Management
Business development in conjunction with management
Build and maintain good working relationship with key parties including:
Go Ape personnel, landowner's representatives, Altus, contractors, members of the public, customers, HSE and Environmental Health Officers, insurers, course inspector and the press

Health and Safety

At all times, and in accordance with company procedures and training:

Comply with all health and safety policy, measures and legislation
Follow all Health and Safety procedures and safe systems of work
Ensure your own safety and those with whom you are working
Use equipment in a safe manner as trained
Maintain the security of site, cabin and equipment
Assist with Risk Assessments and Method Statements where required
Apply first aid when necessary appropriate to your skill level
Report and recording all accidents, significant incidents and rescues correctly
Report all safety matters to the Site or Duty Manager
Keep up to date with the First Sight file

Personal Protective Equipment (PPE)

Check PPE each time it is issued to and returned by a customer
Fit and remove customers' PPE correctly
Fit chest harnesses where appropriate
Inspect and maintain site, PPE and other safety equipment, ensuring it is in good order
Ensure site PPE is correctly serviced, reporting all faults where found
Maintain the PPE and equipment records as required

Personal Professionalism

Read and comply with the Company Handbook
Visit and work at other Go Ape sites and attend training, as required

Person Specification


Experience of working in a customer-facing environment
Experience of cash handling and use of PDQ machines
A 'customer comes first' attitude with drive and enthusiasm to achieve
Excellent interpersonal and communication skills with a high standard of personal hygiene and appearance
High energy levels with a cheerful disposition and the ability to work under pressure
Administration and IT skills
Must be an enthusiastic team player and be able to work with other colleagues in a dynamic working environment
Safety conscious, with a professional outlook, able to work under own initiative without supervision
Must be able to demonstrate attention to detail and diligently follow company procedures
Own transport (able to get to and from site under their own steam)
To live within 1 hour's commute of Site


To have visited a Go Ape site and/or interest in the outdoors
Marketing and sales experience
Excellent telephone manner
Experience with working with Corporate clients
Health & Safety experience
Experience of stock taking and ordering
Basic First Aid Certificate