Customer Care Manager jobs in United Kingdom

Application Deadline: 31 October 2025

Department: Sales & Marketing

Location: Hindleap Warren

Compensation: £28,000 / year

Our people are the heart of Hindleap Warren. The Sales and Marketing team is small, dedicated, hardworking, and absolutely committed to improving the lives of young people by providing outstanding outdoor learning opportunities. We are looking for a passionate and dedicated individual who shares our values to join our mission. You will be one of two Account Executives, working closely with the Sales and Marketing Manager to support day-to-day sales, administration, account management, and marketing.

This role involves working across teams at Hindleap Warren, including Operations, Facilities, Finance, and Fundraising. There is regular collaboration with the wider London Youth team, including our other Outdoor Centre, Woodrow High House. Your efforts will directly impact the quality and reach of our outdoor learning experiences, helping more young people benefit from the unique opportunities we offer. By achieving these goals, you will be instrumental in furthering our mission to improve young lives through exceptional outdoor education.

In this role, you will actively seek and secure new business opportunities while nurturing and maintaining existing accounts, ensuring a steady and growing stream of revenue. You will deliver outstanding customer service, building and maintaining strong relationships with a diverse range of clients, including schools and youth groups. Managing booking processes and systems efficiently, you will ensure smooth operations and resource allocation in collaboration with various teams. Your creative input and support in developing and executing marketing strategies will increase brand awareness and attract more bookings. Additionally, you will assist in gathering and analysing data to inform strategic decisions, contributing to the continuous improvement of our programs and services.

Your responsibilities will include:

• Processing bookings and related paperwork using our booking system, Cinolla.
• Taking a proactive approach to new business.
• Responding to booking enquiries and contracting prospective customers.
• Coordinating with the Operations Team to ensure bookings can be resourced.
• Supporting the implementation of the Hindleap Warren marketing strategy to increase overall bookings.
• Managing key accounts to retain customers and reduce churn.
• Collaborating with the finance department to accurately process invoices, credit notes, and refunds.
• Promoting London Youth's policies on diversity and inclusion.
• Contributing proactively to the implementation of London Youth's mission and goals.

To excel in this role, you should demonstrate the following essential experience, knowledge, and skills:

• Proven experience in a customer-facing environment, delivering exceptional customer service across a diverse range of clients, managing communications, and resolving conflicts.
• Strong sales and new business development experience in either B2B or B2C contexts.
• Experience in key account management, including stewardship and business retention.
• Proficiency in Microsoft Office 365.
• Experience using CRM and/or booking and resource management.

• Ability to quickly establish rapport and build effective relationships with various personas.
• A customer-centric mindset with exceptional customer service skills.
• Strong collaboration skills with excellent interpersonal, relationship-building, and networking abilities.
• Articulate communication skills, confident negotiation techniques, and excellent written communication.
• Outstanding organisational skills and the ability to prioritise workload effectively.
• Composure under pressure, problem-solving capabilities, and strong analytical thinking.
• Self-motivation, a positive attitude, impeccable work ethic, and a flexible approach to work.
• The ability to work independently, demonstrating proactivity and initiative.

• Ambitious
• Collaborative
• Inclusive
• Accountable

• Generous holiday allowance - 39 days paid annual holiday each year. If you work part-time, your holiday allowance (including closure days) will be proportional based on your working hours.
• Employer 4% pension contribution.
• Additional leave granted to support voluntary activity.
• Free access for you and your family to the Employee Assistance Programme.
• Free access to the Headspace app for you and your family.
• Free Health Care Cash Plan.
• Flexible working opportunities considered.
• You’ll be working with a fantastic team of passionate colleagues across London Youth.
• You will be making a difference to the lives of young people.