Scouts Careers

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Personal Details

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Supporting Statement

In the below section, please provide detail of how you meet the Job Profile and Person Specification (please ensure this is a minimum of 250 words) *

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Further Personal Details

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In line with the Exception Order to the Rehabilitation Act, for all roles which involve regulated activity and an Enhanced DBS check, applicants are required to declare both spent and unspent convictions. If the role requires a Basic DBS check applicants are required to declare unspent convictions. The Applicant pack will detail which DBS check is required for each role. Please see our Recruitment and Selection Policy.

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Equal Opportunities

We are committed to the fair treatment of our staff, potential staff, regardless of race, gender, religion/belief, sexual orientation, age, pregnancy/maternity, marital or civil partnership status, physical/mental disability, responsibilities for dependants or offending background.

This information will not be disclosed to hiring managers for shortlisting purposes. It is not obligatory but would be used to ensure our recruitment processes are open to all sections of the community.

All information that we collect in relation to equality and diversity will be treated confidentially in accordance with the Data Protection Act 2018 and will be stored within the Applicant Tracking System. Access to this information will be restricted to staff involved in the processing and monitoring of this data. It will be used to provide statistical information only. In completing the form below, you consent to us using your data for this purpose.

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The Scout Association is a Disability Committed Employer. Do you wish to disclose that you have a disability?

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Checklist

You are nearly complete with your application. But before you click submit, we just want make sure you understand our recruitment process and the next steps.

Please review our Recruitment and Selection Policy via the link on the Applicant Pack. I acknowledge that I have read and understood The Scout Association Recruitment and Selection Policy *

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Data Privacy Statement

This form is used to collect information about you for the purpose of assessing your application for a role at The Scout Association, and is done so under the lawful basis of performance of a contract. Your information will be stored securely on a third party system called Talos 360, and only accessed by relevant staff. Information about successful candidates will be retained for six years after their employment has ended. Information about unsuccessful candidates will be retained for six month after the decision is made, unless they opt in to join the talent pool. Data will be held on the talent pool for two years, and will be used to contact people about future vacancies that may be of interest to them. After the two year period we may invite people to provide a further opt in to remain part of the talent pool. For further information about how we manage personal data please read our Data Protection Policy and our Data Retention Policy

Thank you for completing this form

We aim to treat all current and prospective employees fairly and with dignity and respect, in accordance with our Equality, Diversity and Inclusion Policy. The Scouts Association consider candidates solely on merit and against role requirements and person specifications.

About My Application

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I confirm I have read and agreed to the privacy policy

Job Details

Job Title: Customer Experience Coordinator
Job Reference: VF1630144LewCEC
Location: Lewes, East Sussex, United Kingdom
Salary: £26199.00 to £26199.00

Title: Customer Experience Coordinator
Location: Broadstone Warren, Lewes Road, Forest Row, RH18 5JS
Contract Type: Permanent
Working Hours: 35 hours per week
Salary: £26,199 per annum, Band C, Level 3

About the Role

Every great adventure starts with a great customer experience. As a Customer Experience Coordinator, you'll be the link between our customers and our centres, helping groups find the right experience, supporting them throughout their booking journey, and ensuring everything is in place for an outstanding visit.

Working closely with colleagues across the centre, you'll balance customer needs with operational planning to help deliver safe, high-quality experiences that leave a lasting impression. You'll also be a welcoming face on site, supporting reception and helping customers throughout their visit.

Key Responsibilities as our Customer Experience Coordinator

Deliver friendly, professional customer service across phone, email, live chat, WhatsApp and social media.
Support customers from their initial enquiry through to booking, arrival and aftercare.
Recommend the most suitable experiences based on each group's needs.
Process bookings, payments and invoices while maintaining accurate customer records.
Create activity schedules and coordinate bookings with centre teams to ensure a smooth customer experience.
Welcome visitors to the centre, supporting reception and the on-site shop.
Work with colleagues to ensure activities are planned safely and efficiently

About You

We're looking for someone who enjoys helping people and takes pride in delivering excellent customer service. You'll be organised, approachable and confident managing a varied workload while keeping the customer at the centre of everything you do.

You'll also have:

Experience delivering excellent customer service from initial enquiry through to aftercare.
Strong written and verbal communication skills.
Excellent attention to detail and organisational skills.
Confidence using computer systems and the ability to learn new software quickly.
The ability to prioritise work, solve problems and make informed decisions.
A positive, collaborative approach and the ability to build strong working relationship

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 here.

Closing date for applications: 23:59 on Friday 14 August 2026

Interviews will be held via Teams on either Thursday 27th or Friday 28th August 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.