Senior Customer Activity Assistant (Outdoor Instructor)

Senior Customer Activity Assistant (Outdoor)

What are we looking for?

We’re passionate about giving the customer an experience to remember every visit – that’s why we need hard working, friendly and adventurous people who really care about providing the best experience possible!

We’re looking for Senior Customer Activity Assistants to look after our customers in the great outdoors, at site and in the woods as they take on their Go Ape challenge – you’ll be fitting harnesses, delivering safety briefs and training, out and about assisting with local marketing and much more besides - depending on which site you’re at, you’ll be on one or more activities - up in the trees on Tree Top Challenge/Tree Top Adventure, whizzing around on segways, bouncing around in nets or zipping on zip trek!

WHO ARE WE?

Go Ape is the UKs number 1 adventure company with 33 locations nationwide and more than 8 different activities. We’ve been providing adventures since 2002 and have welcomed over 10 million customers, but we’re not done yet and have big ambitions for the future.

Go Ape is now Employee Owned that means every Go Ape employee whether full time, part time or a seasonal worker are now co-owners of the business. As a co-owner you will be empowered to voice your opinions and ideas through an elected Employee Council and have a real say in helping to shape the business. There is also the potential to award tax-free bonuses to all co-owners. We know our teams are the people most passionate about the company and its values and they should also reap the rewards for their hard work and dedication.

In other exciting news - we’re working towards carbon neutrality this year – currently reviewing all of our energy consumption with the aim of reducing and off-setting our carbon footprint, really rather proud of the £120k we’ve raised for our charity partner the Prince’s Trust in the last year, and we’re on the journey to becoming a B Corp certified company - meaning we can truly demonstrate that we put people and planet before profit!

Joining Go Ape you’ll feel a great sense of camaraderie and connectedness within the teams, and we’re committed to training you to our high standards with Go Ape’s in-house training programme - a mixture of online and practical development. ​

We’re an equal opportunities employer and we welcome applications from all sections of the community.

The Role

Main Duties and Responsibilities

• Welcome customers and prepare them to take part in their activity
• Assist in successfully delivering the adventure, ensuring a great customer experience, caring for equipment, managing facilities, Health and Safety, and a bit of administration
• Ensure customers’ complete relevant paperwork and comply with company rules and policy
• Fit, remove and inspect harnesses and protective equipment
• Demonstrate and ensure the safe system of activities at all times
• Instruct and brief customers on safety procedures and the safe way of experiencing activities - evaluate participant competence to continue beyond the briefing stage
• Monitor every participant individually at the briefing stage and at each site
• Patrol the course; ensure all participants are safely conducting themselves and assist participants where necessary, carry out emergency drills in accordance with company directives and training, and ensure all landing sites are maintained to the correct standard
• Help with local marketing as required by the Site Manager/ Deputy Manager
• Do everything within reason to minimise customer complaints and maximise satisfaction
• Apply first aid when necessary, appropriate to your skill level
• Report and record accidents and incidents
• Carry out course checks and record/report findings
• Assist with risk assessments and method statements where required
• Assist with customer enquiries and bookings
• Carry out course maintenance checks
• Keep up to date with the First Sight File
• Read and comply with the company handbook

Person Specification

Essential

• Safety conscious, with a professional outlook
• Able to work under own initiative without supervision
• A ‘customer comes first’ attitude with drive and enthusiasm to achieve customer WOW!
• Excellent interpersonal and communication skills
• High standard of personal hygiene and appearance
• Enthusiastic team player who is able to work with other colleagues in a dynamic working environment
• High energy levels with a cheerful disposition, even when under pressure
• Must like working outdoors and have a good head for heights
• Must be able to demonstrate attention to detail and ability to diligently follow procedures
• Own your on transport (some of our sites are remote without public transport links)
• Basic First Aid Certificate (you’ll need to have this before you start)
• Able to perform all physical duties (with reasonable adjustments where required)

Desirable

• First-hand experience of Go Ape
• Previous instructional experience
• Live within 1 hours commute of site
• Coaching or training experience
• Marketing and sales experience
• Health & Safety experience
• Climbing / high ropes experience
• Practical DIY & maintenance skills
• Previous contact with corporate clients or school groups
• Computer literate

Contract and Benefits (there’s loads!)

Contract

Fixed term for one season - though returners are welcomed and encouraged (we have Tribe members in their 10th season!). The season runs February to October, with training commencing in January. Extensions for weekends and holidays may be offered

Rates of Pay

Rates as per the advert

Holiday Entitlement

28 days’ holiday (pro rata). Holiday pay will be specified separately on your payslip

Flexible Working Hours

A wide range of contracted hours available, both full and part time. Weekend and bank holiday are standard working days. Hours rostered by the Site Manager

Free Go Ape!

Immediate family, plus one go free - everyone else 20% off

Naturally Powered Days

Sail the seas for free whilst assisting those with disabilities

Pension Scheme

Employers contributions matched to 3%

Childcare support

Vouchers and nursery fee assistance

Discounts Retail & Leisure discounts, inc.​

The North Face clothing

Give As You Earn

Do the right thing – donate to charity direct from salary whilst saving on tax and national insurance

Employee help line

Free confidential advice - Family, Health, Life, Money, Work

COMPANY ETHOS

Our Values

• Keeping the adventure in adventure
• Encouraging ‘I can’t’ to become ‘I can’
• Always seeking to be two steps better
• Zero risk equals zero development
• To challenge, surprise and excite
• Build in customer delight
• Be socially and environmentally responsible
• Create worthwhile, rewarding jobs
• Do the right thing

Our Mission

• To be the best Adventure company on the planet - where you can be home in time for tea

Our Vision

• Creating adventures; encouraging everyone to live life adventurously!

Job Types: Part-time, Fixed term contract

Salary: £11.25 per hour

Benefits:

• Company events
• Company pension
• Employee discount
• On-site parking
• Store discount
• Wellness programme

Schedule:

• Holidays
• Monday to Friday
• Weekend availability

Work Location: In person