Interview date: ASAP

- Salary: £17,400 to £19,300 depending on experience

- Full-time position. 40 hours a week

- Normal working hours will be Monday - Friday, 9 am - 5 pm. Evening and weekend work may sometimes be required.

- 28 days annual leave

- Great outdoor activity perks for employees and immediate family members and generous discount in onsite Alpine Lounge cafe


Under the direction of the Business Manager, you will provide knowledgeable and effective service to our internal and external business customers while ensuring that we do everything reasonably possible to provide our customers with a positive, fun and memorable experience.

The individual must have exceptional organisational skills and will be responsible for the management of full client booking cycle process. The individual must have excellent interpersonal skills and will be required to communicate with clients on the phone and in writing. They must have the ability to talk to clients to identify their needs and requirements and be able to think on their feet to offer programmes and packages to meet their needs.

The candidate will also sit on the team schedule, being responsible for managing incoming calls to the department and also the triaging of emails coming into the business.

COVID-19 considerations

As an activity centre open to the public as well as schools etc, we are operating a covid secure business and following all governing body guidelines.

Main Duties and Responsibilities:

Department: Business Services  |  Reporting to: Business Manager  |  Responsibilities: Administration of Client Bookings

Relationship Building & Communication

  • Assist your line manager as required.

  • Work closely with colleagues to ensure effective communication of the resourcing needs to deliver high-quality adventurous activities and experiences.

  • Support and encourage open communication amongst clients and staff teams to ensure effective and safe activities.

  • Attend networking events and conferences with the Business Manager to identify potential partners, source and generate leads and develop new and existing markets.

  • Ensuring the development of repeat business and building loyal customers.

  • Ensuring existing clients are treated respectfully and to the highest of standards

  • Actively seeking to maintain good working relationships and encourage repeat and long-term business.

  • Regularly communicating with repeat-customers to ensure they are aware of promotions and other activities available at Mendip.

  • Anticipate customer needs and react as required to meet their needs.

  • Ensuring that quality is delivered consistently to clients.

Business Service Responsibilities

  • Administer all bookings and reservations for groups and organisations including invoicing, cancellations and no-shows, in-line with company policy in a prompt and efficient manner.

Day to Day Responsibilities

  • Deliver excellent customer service at all times.

  • Be prepared to work up to four weekend days per month in order to meet the requirements of the business and our customers.

  • To maintain and display excellent knowledge of all onsite and offsite activities as well as actively promoting all activities we offer at Mendip.

  • Deal with all enquiries in a professional and courteous manner whether in person, telephone, mail any or other forms of communication media.

  • Keep up to date with current promotions and centre pricing to provide information to guests, on request, while maximising bookings revenue and other sales opportunities.

  • Fulfil all reasonable requests from guests to ensure their comfort, satisfaction and safety.

  • To input and aid with Mendip marketing strategy as required and carry the execution of such.

  • Maintain personal knowledge as required by completing in-house and external training when provided. All training must be completed to a proficient standard.

  • Always adhere to all Mendip policies and procedures.

  • Attend, contribute and be involved with team meetings as required.

  • Competently carry out instructions when given by management.

  • Assist with cleaning when required.

  • To be punctual and maintain a professional appearance, including adhering to uniform policy.

  • To prioritise tasks efficiently and effectively.

  • To be responsible for monies in your care and cashing up as and when required.

  • To be aware of complaints/problems and bring them to the attention of the Centre Manager or Duty Manager and to offer assistance as and when required.

  • The completion of additional duties that are specified as and when required by your line manager and are appropriate to the grade and banding detailed here.

Essential criteria

  • Pro-active.

  • Lead by example.

  • Team player.

  • Flexible, and willing to work in the fast-paced and constantly changing environment of a growing service-providing industry.

  • Conscientious and responsible.

  • Supportive and able to enthuse others and maintain a professional image.

  • Willing to venture out of your comfort zone and embrace new challenges, both professionally and within the outdoor context.

  • Ability to motivate and encourage people, utilising strong communication and people skills.

  • Ability to remain calm in difficult situations and identify solutions to problems.

  • Knowledge of Health and Safety law and risk management procedures.

  • Some knowledge of current technical practice applicable to outdoor equipment and adventurous activities.

  • Ability to set appropriate professional standards for self and others.

  • Excellent telephone manner and communications skills.

  • To be smart, punctual and reliable.

  • Have good IT skills.

  • To be able to engage customers in conversation and if appropriate sell Mendip services to customers.

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