Customer Experience Manager (Team Leader) - Hertfordshire

Customer Experience Manager (Team Leader) - Hertfordshire

Contract type Full time / Seasonal or Fixed term

Customer Experience Manager (Team Leader) - Seasonal Fixed Term at Cuffley Active Learning Centre

Cuffley Active Learning Centre (ALC) is set within 96 acres of woodland in south-east Hertfordshire, just 15 minutes from the M25. We deliver high-quality outdoor learning experiences for children aged 4-18 offering residential and day courses focused on essential skills, character development, and wellbeing. Programmes are tailored to meet the needs of visiting schools and students.

The Role

• Fixed Term Contract, with a 1-month probation with potential opportunities at the end of contract
• Predominantly Monday-Friday, occasional weekends
• Earn up to £27,000 Per Annum
• Must be available to attend a training and assessment course starting in February 2027

Desirable Skills

No qualifications are required for this role, however, previous experience of working within a similar role and with children is essential.

• Experience in bushcraft-based activities such as Fire Building, Shelter Building, Orienteering
• Understanding of the Health & Safety issues in a residential centre
• Ability to work as part of a team and on your own initiative
• Willing to develop their own capabilities and qualifications
• A high level of interpersonal skills and team values
• Hold a clean driving license of at least 1 year

You will be responsible for leading a team of Senior & Outdoor Instructors in delivering multi-activity sessions at our specialist outdoor learning centre at Cuffley. You will ensure that our high level of pastoral care is maintained, and Safeguarding with Health & Safety is at the forefront of every single session.

Responsibilities

• Supporting the Activities Manager in implementing staff training and monitoring performance.
• Management of Kit Stores, including the upkeep of Activities Kit, ensuring regular checks are complete and logging any relevant information/changes, signing kit in and out, repairing and completing any required maintenance of kit and activity bases
• Overseeing Arrivals & Departures alongside the Centre Management Team, delegating roles to staff ensuring that procedures are followed, and guests/visitors/staff are kept safe
• To oversee both residential and day visit groups to ensure Senior & Outdoor Instructors are delivering quality and consistent activities to the policies and procedures.
• To report directly to the Activities Manager, keeping them informed of daily events with groups, activity equipment and Instructors
• Facilitating sessions to a high quality as needed and to be shadowed by new and existing staff as part of the development process
• Be a point of contact for first aid incidents within their ability and the Centre Management Team with other incidents.
• Rotational Senior Night Duties
• To ensure that the Instructing Team are performing regular dynamic risk assessments and following Active Learning Centre's risk assessments and SOP's
• Monitoring the upkeep of site and guest accommodation is kept to a high standard prior, throughout, and after the duration of their stay

Training and Development

• Progression plan informed using customer and observation KPI's with CPD sessions to help you achieve
• Enhanced Safeguarding Training
• Level 2 Food Hygiene & Safety Qualification
• External First Aid Qualification
• Access to Online Training Modules
• Full induction and training plan

Package

• Earn up to £27,000 Per Annum
• Accommodation package offered
• Staff Facilities
• Free meals whilst working
• Uniform provided

The Active Learning Group and its brands are committed to safeguarding and promoting the welfare of children and young people and an expectation of this role is to share this commitment. Safer recruitment practice and pre-employment background checks will be undertaken before any appointment is confirmed. Appointment is subject to an enhanced Disclosure and Barring Service (DBS) check and satisfactory reference. We reserve the right to conduct online searches where relevant.

At The Active Learning Group, we believe in providing an environment which recognises the values people's differences/individuality, and benefits from the unique strengths that these differences bring to our organisation. This commitment promotes respect and equal treatment for all persons regardless of age, disability, gender, ethnicity, marital or civil partnership. Nationality, race, religion or belief, sex, and sexual orientation. We insist that this respect is applied in every aspect of our business and in how we conduct ourselves, under the Equality Act 2010.