Project and Customer Experience Coordinator

Job Title: Project and Customer Experience Coordinator Working Hours: 40 hours per week, flexitime (core hours 9:30am – 3pm UK) Salary: £32,500 per annum Annual Leave : 28 days per annum Applications close : 03/06/2024 The Company: Gap Africa Projects was inspired by and founded on our common passion for Africa. Run by a small but knowledgeable team with a shared love of travel, our focus is to provide meaningful, sustainable and memorable experiences promoting personal development. Our projects and study expeditions are tailored to satisfy the needs of eager students and those looking to enhance their studies, whilst also supporting and developing the growth of the projects themselves. We pride ourselves on the management of our client’s time on their projects, being unique and personalisation is paramount in what we offer. Conservation is at the very heart of our business, and we have carefully selected our projects to ensure that our customers experience some of the best research and conservation projects. We are a start-up in terms of our mentality, our team work in an autonomous manner, which allows them to manage their own time. We have a flexible working ecosystem, which encourages our team members to work remotely but also provides opportunities to meet up and collaborate regularly. We also promote the opportunity to travel and welcome all our team members to visit and experience our projects first-hand. Job Description: We’re seeking a dynamic and organised individual to join our team as a Project and Customer Experience Coordinator. This role is pivotal in ensuring smooth operations, effective communications, and exceptional customer service. The ideal candidate will be adept at multitasking, have strong communication skills, and possess a passion for youth development and travel. A driven individual who will bring enthusiasm and initiative to help us grow and develop our expanding business whilst maintaining excellent communication and customer service to our clients. The ideal candidate would be: - Hardworking, ambitious, bright individual with a great personality and a self-starter attitude. - Have a passion for developing young people through amazing travel experiences. - Confident in delivering presentations and public speaking. - Organised, proactive, someone who picks things up quickly. - Confident and outgoing, with a collaborative attitude. - Proven ability to multi-task and set priorities in a fast-moving environment. - Strong attention to detail. - Ability to write and communicate effectively. - Highly developed interpersonal and communication skills - Previous experience working in travel, although not essential. This role would suit a curious person with a buttoned-down attention to detail. There will be a lot of admin to manage, which will include working in our own CRM system creating and managing bookings directly with our clients. Main Duties and Responsibilities 1. Opportunity Identification: - Identify emerging trends, unmet needs, and gaps in existing offerings within the student market. Analyse competitors and industry dynamics to pinpoint areas of opportunity for our products/services. 2. Coordinate Bookings: - Manage the booking process for Gap Africa Projects programs, ensuring accuracy and timeliness. - Liaise with participants, institutions, and other stakeholders to confirm bookings and address any inquiries or concerns. - Monitor payment schedules and follow up with participants or organisations to ensure timely payment processing. - Maintain accurate records of payment statuses and update relevant databases accordingly. 3. Social Media Support: - Assist and execute social media content plans to promote Gap Africa programs and engage with our online community. - When required, monitor social media channels, respond to comments and messages, and escalate any issues as necessary. 4. Project Management: - Oversee individual and group student projects, providing guidance, support, and feedback as needed. 5. Awards Procurement: - Research, identify, and pursue opportunities for awards and recognition within the education and travel sectors. - Prepare and submit compelling award applications, showcasing Gap Africa's achievements and impact. 6. Presentations and Workshops: - Develop engaging presentations and workshops to deliver to student groups, schools, and other stakeholders. - Tailor content to suit the audience's interests and objectives, effectively communicating Gap Africa's mission and offerings. 7. Customer Journey Management: - Map out the customer journey from initial inquiry to program completion, identifying opportunities for improvement. - Implement strategies to enhance the overall customer experience and satisfaction. 8. Airport Meet & Greets - Coordinating group departures at UK-based airports to facilitate seamless check-in experiences and providing comprehensive support to ensure a stress-free process. Personal Specification Essential Criteria · Related Degree or Equivalent Qualification · English and Maths at Level 2· Experience working in the education or travel industry. · Experience delivering presentations or workshops to diverse audiences. · Understanding of Microsoft Office programs · Strong written and verbal communication skills, with the ability to engage diverse audiences. · Experience in coordination, communications, or project management roles. · Understanding of Microsoft Office programs · Strong written and verbal communication skills, with the ability to engage diverse audiences. · Ability to work under pressure and tight deadlines · Willingness to work flexibly in a team · Well Organised with excellent time management skills · Ability to work independently and collaboratively in a fast-paced environment. · High Levels of enthusiasm, intelligence and discernment · Self-Motivated · Full UK Driving Licence Desirable Criteria · Familiarity with customer relationship management (CRM) systems. · Experience in coordination, communications, or project management roles. · Understanding of social media management and web content management systems. · Valid DBS · Valid UK Passport Point to note, we are a small team, so you must be flexible and have the dynamism to undertake any duties as and when requested. In-house training will be provided on all aspects of the business. To Apply please submit a CV and Cover letter with the title Project and Customer Experience Coordinator to info@gapafricaprojects.com