Customer Activity Assistant (Outdoor Instructor)

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.

We welcome applicants from all backgrounds and are committed to equality of opportunity. All offers are subject to acceptable Right to Work documents being provided.

Responsibilities

• 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, take ultimate responsibility for Health and Safety matters of both customers and staff, supported by the team.
• Maintain and follow company risk assessments, method statements, emergency procedures, course operating limits and Operations Manual.
• Record, report and investigate accidents and incidents, consulting with Duty Ops as necessary.
• Ensure staffing levels are tailored to the requirements of the day – manage lunches, start and finish times appropriately.
• Monitor future availability, flag and take action as agreed with the Site Manager.
• Ensure safety briefings are carried out correctly for each activity.
• Ensure customers complete relevant paperwork and comply with company rules and policy.
• Complete end‑of‑day reports, handover notes and daily, weekly, monthly tasks as laid out by the Site Manager and Operations Manual.
• Fit, remove and inspect harnesses and protective equipment.
• Evaluate participant competence beyond the briefing stage.
• Monitor and patrol the course; ensure all participants are safely conducting themselves and assist participants where necessary.
• Open and close course activities, ensuring all procedures are conducted safely and timely.
• Maintain all landing sites to the correct standard throughout the day.
• Apply first aid as appropriate to your skill level.
• Report and record accidents and incidents as required.
• Help with local marketing as requested by the Site Manager/Deputy Manager.
• Conduct course checks and record/report findings.
• Maintain site, equipment and facilities.
• Assist with risk assessments and method statements where required.
• Ensure all staff are aware of and have read the WRS and First Site File.
• Day‑to‑day management of the site team, including training and toolbox talks when required.
• Support the Site Manager in delivering site objectives and other duties as discussed.
• Welcome customers and deliver an outstanding customer experience.
• Host schools and education groups, helping children take new adventures and overcome their fears.
• Minimise customer complaints and maximise satisfaction, attempting to resolve issues onsite.
• Mentor and coach the team to ensure great customer experience and continual improvement.
• Encourage positive mindset: “I can” instead of “I can’t”.
• Seek continuous improvement and aim to be two steps better.
• Promote zero risk and development. Challenge, surprise and excite guests. Build in customer delight. Be socially and environmentally responsible. Create worthwhile, rewarding jobs. Do the right thing.

Qualifications

• Previous Go Ape experience or similar activity experience.
• First‑rate Health & Safety knowledge and skills, able to exemplify required standards.
• Customer‑first attitude with drive and enthusiasm to deliver WOW.
• Self‑starter, able to work under own initiative without supervision.
• Thrives when given 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 capable of collaborating in a dynamic work environment.
• High energy levels with a cheerful disposition, even under pressure.
• Enjoy working outdoors and have an excellent head for heights.
• Demonstrate excellent attention to detail and diligent follow‑through of procedures.
• Own reliable transport – many sites are remote.
• Able to perform all physical duties with reasonable adjustments where required.
• First‑hand experience of Go Ape activities.
• 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.
• Live within 1‑hour commute of site (desirable).

Benefits and Development

• Extensive online and practical training package covering health & safety, operations, customer service and communication skills.
• Opportunities to participate in subsidised adventure trips each year (caving, hiking, cycling, kayaking, climbing, and international trips).
• Voice through the Co‑Owner Council – represent interests on projects such as pay, benefits, environment & social initiatives and charity.
• Flexible working hours and contracts – wide range of options, including weekend and bank holiday work.
• Give As You Earn – donate to charity directly from salary.
• Employee help line – free confidential advice on family, health, life, money and work.
• Free Go Ape! – immediate family and partners are free; others receive 20% off.
• Pension scheme – employer contributions matched to 3%.
• Retail & leisure discounts.
• Go Ape Foundation support and volunteering days – paid time off to volunteer on local community projects.