Job Description

:
Senior Instructor (Customer Activity Assistant)
JOB INFORMATION
Hours: Minimum 800 per annum - Part Time/Weekend and Holiday Availability Essential
Contract: Permanent
Pay: 13.60 per hour
Holiday: 28 days per annum, calculated pro-rata
WHO ARE WE?
Go Ape is the UKs number 1 adventure company with 37 locations nationwide and 13 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.
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
We're looking for Senior Instructors (Also known as Senior Customer Activity Assistants) with either past Go Ape experience or similar activity experience to provide leadership within the team, acting as a role model to the team and supporting the Site Management in their roles operating a safe and efficient site.

• Health & Safety

• Demonstrate and ensure the safe system of activities at all times
• Instruct and brief customers and the wider team on safety procedures and the safe way of experiencing activities
• Conduct emergency drills including site rescues in accordance with company directives and training
• When acting as a Duty manager you will have ultimate responsibility, supported by the team

• Duty Manager

• Responsible for all Health and Safety matters of both customers and staff at all times, showcasing an exceptional level of knowledge and understanding.
• Must have working knowledge of company risk assessments, method statements, emergency procedures, course operating limits and Operations Manual
• Ensure that the safe system of work as laid out in risk assessments and Operations Manual are followed at all times for each activity.
• Record, report and investigate accidents and incidents consulting with Duty Ops where necessary
• Ensure staffing is tailored to the requirements of the day - managing lunches, start and finish times appropriately
• Monitoring future availability, flagging/taking action as agreed with SM
• Ensuring safety briefings are carried out correctly for each activity
• Ensure customers complete relevant paperwork and comply with company rules and policy
• Responsible for completing end of day reports, handover notes, daily, weekly, monthly tasks as laid out by the SM and Operations manual.

• Instructor Duties

• 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
• Conduct emergency practice in accordance with company directives and training
• Open and Close course activities ensuring all procedures are conducted in a safe and timely manner
• Ensure all landing sites are maintained to the correct standard throughout the day
• Apply first aid, when necessary, appropriate to your skill level
• Report and record accidents and incidents as necessary

• Site Management

• Help with local marketing as required by the Site Manager/ Deputy Manager
• Conduct course checks and record/report findings
• Conduct weekly, monthly tasks as laid out by SM and Operations Manual
• Maintain site, equipment, and facilities
• Assist with risk assessments and method statements where required.
• Keep up to date with WRS and First Site File and ensure all staff are aware and read the information
• Day to day management of site team including training and toolbox talks when required
• Other duties as discussed with SM
• Support SM in delivering site objectives

• 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, attempting to resolve issues at site.
• Mentoring and coaching the team, ensuring great customer experience for all customers across the site.

WHAT YOU'LL NEED

• Essential

• Previous Go Ape experience or similar
• First Rate Health & Safety skills and knowledge, and able to exemplify the required standards to other colleagues
• A 'customer comes first' attitude with drive and enthusiasm to deliver customer WOW!
• Self-starter, able to work under own initiative without supervision
• Thrives when having responsibility and managing/co-ordinating a team and site activities
• Excellent interpersonal and communication skills
• High standard of personal hygiene and appearance
• Enthusiastic leader and mentor who can collaborate with colleagues in a dynamic and changeable work environment
• High energy levels with a cheerful disposition, even when under pressure
• Must like working outdoors and have an excellent head for heights
• Must be able to demonstrate excellent attention to details and ability to diligently follow procedures
• Own your own transport (many of our sites are remote without public transport links)
• Able to perform all physical duties (with reasonable adjustments where required)
• First-hand experience of Go Ape activities

• Desirable

• Live within 1 hours commute of site
• Minimum 2-day First Aid at Work or equivalent certificate
• Rescue Trained (internal applicants only)
• Coaching or training experience
• Marketing and sales experience
• Health and safety experience
• Climbing/High Ropes experience
• Practical DIY & maintenance skills
• Previous contact with corporate clients or school groups
• Computer Literate

AMAZING BENEFITS

• Mountain Equipment Go Ape Branded Uniform - provided during employment
• Holiday Entitlement 28 days' holiday (pro rata). Holiday pay will be specified separately on your payslip
• 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 - A wide range of contracted hours available, both full and part time. Weekend and bank holiday are standard working days.
• 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 goes 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.
At Go Ape we have a full on-line training platform to help you build the knowledge and skills you require to excel in the role. We'll also offer you practical face to face training at the start and throughout your Go Ape journey which will be assessed as you go.
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