Scouts Careers

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Personal Details

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Supporting Statement

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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.

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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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Job Details

Job Title: Customer Experience Coordinator
Job Reference: DB1544020GilCEC
Location: Gilwell Park
Salary: Band C Level 3

Job Title: Customer Experience Coordinator

Salary: Living Onsite - £25,685 per annum (Band C, Level 3)

Living Off Site - £27,445 per annum (Band C, Level 3) inclusive of OLW

Location: Gilwell Park, Chingford, E4, 7QW

Contract Type: Permanent

Working Hours: 35 - per week worked on a rota basis, including weekends

About the role

There’s a lot of work that goes on behind the scenes to build great experiences for our customers. This role is all about understanding our customers’ needs and expectations, matching them to an amazing adventure at one of our centres, and supporting our centres to deliver it. Do you have what it takes to be our Customer Experiene Coordinator.

Key responsibilities

Customer Service and bookings

Deliver friendly, helpful support across email, phone, live chat, and social channels.
Advise customers on suitable products and bookings based on their needs.
Meet service standards, SLAs, and brand guidelines to ensure a positive customer experience.
Manage bookings pre-visit and provide post-visit aftercare.

Administration

Process bookings and enquiries using internal systems (e.g. SharePoint, Cinolla, Zendesk).
Handle payments, invoices, and basic financial tasks.
Convert enquiries into confirmed bookings.

Centre Support

Plan activity programmes tailored to group needs.
Coordinate with centre teams to ensure smooth customer journeys.
Support compliance, safety checks, and operational procedures.

What you’ll need:

Prior experience in providing high-quality customer service
Prior experience in outdoor education, residential centres or a related industry
Excellent customer service and interpersonal skills.
Effective written and verbal communication.
Attention to detail and organisational skills.

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 Wednesday, 29th April 2026

Interviews will be held in person at Gilwell Park on Thursday, 7th May 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.