Job Description

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CUSTOMER ACTIVITY ASSISTANT (OUTDOOR INSTRUCTOR)
JOB INFORMATION
Hours: Minimum 16 hours per 4 weeks - part time/weekend and holiday availability essential
Contract: Fixed Term
Pay: 12.60 per hour (after training for 18+)
Holiday: 28 days per annum, calculated pro-rata
WHO ARE WE?
Go Ape is the UKs number 1 adventure company with locations nationwide and multiple 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.
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 promise that your time with Go Ape will be rewarding and memorable and that (if you don't return next season - many of you will!), you'll leave with a whole bunch of enhanced skills to take to your next role. You'll be more confident, qualified, assertive, able to make decisions and communicate with people of all backgrounds - not to mention the first-class customer service skills!
WHAT YOU'LL BE DOING (FULL (AND FUN!) TRAINING PROVIDED)

• Customer Experience

• Welcome customers and provide customer WOW whilst you prepare them to take part in their activity
• Deliver the adventure, ensuring an amazing customer experience
• Host schools and education groups, helping children to take new adventures and overcome their fears.
• Do everything within reason to minimise customer complaints and maximise satisfaction
• Health & Safety

• 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 and 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.

• Admin/Maintenance

• Help with local marketing as required by the Site Manager/ Deputy Manager
• Carry out course checks and record/report findings
• Caring for equipment and facilities

WHAT YOU'LL NEED

• A 'customer comes first' attitude with drive and enthusiasm to achieve customer WOW!
• Safety conscious frame of mind, with a professional outlook
• Able to work under own initiative without supervision - there's always someone around to help if you do need support
• 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
• 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
• To be able to get to site - which may mean having your own transport as some of our sites are remote without public transport links
• Able to perform all physical duties (with reasonable adjustments where required)

AMAZING BENEFITS

• Real Living Wage once trained for 18+
• Mountain Equipment Go Ape branded uniform supplied during your employment
• Holiday Entitlement 28 days' holiday (pro rata)
• Training Package - we offer an extremely comprehensive online and practical training package to ensure you succeed in your role - you'll gain lots of useful transferable skills including Health & Safety, operations, customer service and communication skills.
• Expeditions & Naturally Powered Days - we arrange multiple subsidised adventure trips each year such as caving, hiking, cycling, kayaking and climbing. Join the fun closer to home in the UK or on one of our further flung Moroccan trips mountain climbing!
• Co - Owner Council - you'll have a voice through our Co-Owner council, our council is formed of 20 representatives from across the business. They work on projects such as pay, benefits, environment & social initiatives and charity
• Flexible Working Hours and Contracts - a wide range of contracted hours are available. Weekend and bank holiday are standard working days. Fixed term contracts will ordinarily end in early September
• 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
• Free Go Ape! Immediate family, plus one go free - everyone else 20% off
• Pension Scheme - employers contributions matched to 3%
• Retail & Leisure discounts
• Go Ape Foundation
• Volunteering Days - you'll have the opportunity to apply for paid time off to volunteer on local social and environmental community projects

WHAT YOU'LL LEARN
At Go Ape we offer practical face to face training at the start and throughout your Go Ape journey which will be assessed as you go. This is backed up by an online training package to help build and confirm the knowledge and skills you require to excel in the role. This training has been audited by the European Ropes Course Association and we are proud to be the first company to receive ERCA Audited Member Status for Instructor Training, at successful completion of you probation and training in one of the ropes course activities you will receive a copy of your ERCA Accredited Instructor Training Certificate.
Here are some of the skills you'll learn whilst working with us -

• Customer Service
• Being able to take instruction, give instruction and follow procedures
• Teamwork
• Risk assessments and accident reporting
• Communication both written and verbal
• Local Marketing and Partnerships
• Confidence, independence and more!

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 Leisure company on the planet (where you can be home in time for tea)

Our Vision
"Creating adventures; encouraging everyone to live life adventurously"
If you feel as strongly as we do about encouraging everyone to live life more adventurously then this could be the perfect environment for you to work in!
At Go Ape we are committed to our 'Working together to Safeguard Children' obligation for safeguarding and in this role you will be working in a position of trust.
Diversity, equity and inclusion matters at Go Ape. We have a working environment where we value and respect every individual's unique contribution, enabling all of our co-owners to thrive and achieve their full potential.
Our Glassdoor rating for Diversity & Inclusion is 4.8 out of 5, this is above the average for our industry and a company of our size.
As well as providing training, we issue a survey to our new co-owners at Go Ape to support us in monitoring equality, diversity and inclusion in the recruitment and onboarding process. We are pleased to hold a score of 4.88 out of 5 in response to the following question 'On a scale of 1 - 5, how accurate would you say the following statement is 'I feel welcome at Go Ape' (5 being very accurate)'.
As the above illustrates, we are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.
We will consider reasonable adjustments for all our roles.
Please note that all offers are subject to acceptable Right to Work documents being provided.

Skills Required