Customer Service Executive

Customer Services Representative

Contract Type: Full time 8-4pm

Location: Remote with offices at Abingdon, Kettering, Hertfordshire

Salary: £24,000 - £26,000 p/a dependent on experience

Active Learning Group specialises in experiential learning, creating transformational learning experiences for young people so they are ready to meet the challenges of the 21st century. Active Learning Centres provide multi-activity outdoor learning experiences, curriculum support courses and more, all through utilising the environment to develop essential skills, build character and promote wellbeing.

We are looking for a Customer Service Executive to join the Customer Service Team working for Active Learning Centres, part of The Active Learning Group.

Position Overview: As a Customer Service Executive, you will serve as the primary point of contact for teachers who have booked an Active Learning Centres trip. You will manage your own set of customers, engaging with them through email and telephone communications throughout the lead-up to their school trip. This position includes handling inbound inquiries, maintaining accurate records in our internal CRM system, managing invoicing and credit control, and performing various administrative tasks. You will act as a trip organiser, fostering strong relationships with customers and Centre Managers, ensuring their experience is both enjoyable and informative.

Key Responsibilities:

Product Knowledge: Develop in-depth knowledge of our residential products across the 3 Active Learning Centres, to effectively speak to customers about queries and concerns. Liaising with Centre Managers for specific product information and trip details.

Customer Management: Effectively manage and nurture a portfolio of approximately 150-200 customers, serving as their main point of contact for all trip-related inquiries and assistance.

Pre-Trip Communications: Send out timely and informative emails to teachers in the lead-up to their Bushcraft trips, providing essential information and answering any questions they may have.

Inbound Query Handling: Respond promptly and professionally to inbound queries from teachers, addressing their concerns and providing accurate information to ensure their confidence in the upcoming trip.

Invoicing and Credit Control: Manage the invoicing process for your set of customers, ensuring accuracy and timeliness, and follow up on credit control matters when necessary.

Administrative Support: Assist the Customer Service Manager with various administrative tasks as needed to contribute to the smooth operation of the team.

Qualifications and Skills:

• Confident communicator
• Strong written communication skills
• Ability to manage customer inquiries effectively and efficiently
• High level of IT literacy, including proficiency in MS Office
• Previous experience in Customer Service or in the outdoor education
• Exceptional organisational skills
• Passion for The Bushcraft Company and its mission, able to convey enthusiasm and advocacy for our offerings to both new and returning customers.

Additional Information:

Location: This position is remote with flexibility to work from anywhere. However, we occasionally hold team meetings and training sessions at one of our office locations, so being within a reasonable travel distance to one of our locations would be beneficial. While it’s not a requirement, it would be preferable for candidates to live near one of our locations to facilitate occasional on-site collaboration.

Fun and Energy: We place a strong emphasis on maintaining a sense of fun and energy, especially during our busy summer season. As the pace of business quickens, our enthusiasm and positive attitude contributes to creating a fun and energising work environment.

Seasonal Schedule: Our ALC trips run all year round, with our busy peak from May to October. The months of November to April/quieter months are dedicated to planning and preparation for the upcoming year, allowing you to contribute to the annual review of our processes and ensure that we continue to deliver excellent customer service.

If you thrive in dynamic and fast-paced environments, have a genuine love for the outdoors, and are excited about contributing to transformative educational experiences, we encourage you to apply.

*The Active Learning Group is committed to safe practice in recruitment and selection that includes consid…