Bookings Coordinator
The Role 😊
The Bookings Coordinator is responsible for the end-to-end coordination and administration of courses, private sessions and group bookings. Working as part of a two-person job share, you will help ensure that enquiries are handled promptly, bookings are processed accurately and customers receive a professional, friendly and reliable service.
The role provides essential operational support to the Instructing & Courses department. Responsibilities include managing telephone and email enquiries, coordinating instructor schedules, maintaining accurate customer and booking records, issuing invoices and supporting the arrangement of cover where gaps arise. You will manage bookings for individuals, schools, youth groups, employers and corporate clients, as well as enquiries relating to film and photography shoots. You will also assist with the transition to new booking systems and undertake other reasonable administrative duties as required.
Inclusivity Statement 🩷
The Castle values inclusivity and encourages you to bring your whole self to work. We understand the importance of work-life balance and will do all that we can to support a healthy one. As a growing business, we’re here to encourage you to develop and pursue your professional and personal aspirations. It’s talent that matters to us and we encourage applications from people irrespective of their gender identity, race, sexual orientation, religion, age, disability status or caring responsibilities. Please let us know if you need accommodations during the application process.
We’re recruiting internally and looking for two enthusiastic team members to join us 22.5 hours a week.
This is a part-time 1 year fixed-term role with a starting salary of £15.3 per hour.
Working Pattern
The role will be shared by two part-time post-holders. Each person will work three shifts per week according to the following repeating two-week rota:
Week 1
Person 1: Tuesday, Thursday and Friday
Person 2: Monday, Wednesday and Saturday
Week 2
Person 1: Monday, Wednesday and Saturday
Person 2: Tuesday, Thursday and Friday
The pattern will repeat every two weeks.
This arrangement provides:
- Three shifts per person each week
- Equal working hours
- An equal share of Saturday working
- A balanced pattern without long runs of consecutive shifts
- Consistent bookings cover across Monday to Saturday
Sunday working is not included in the standard rota. Occasional Sunday or out-of-hours support may be requested by prior agreement where operationally necessary.
Main duties & responsibilities ✨
Customer Service
- Manage telephone and email enquiries relating to courses, private tuition, group sessions and other bookable activities.
- Provide clear, accurate and helpful information about available courses, sessions, prices and booking requirements.
- Manage enquiries throughout the booking journey, from initial contact through to confirmation and the provision of pre-session information.
- Deliver a consistently professional, welcoming and customer-focused service.
- Maintain regular communication with customers and promptly address or escalate any issues affecting their booking.
- Process gift-card and voucher redemptions and apply authorised discounts accurately.
- Send booking confirmations, joining instructions and other relevant pre-course information.
Film and Photography Enquiries
- Act as a point of contact for film and photography shoot enquiries.
- Gather the information required to assess each request, including proposed dates, timings, crew size, access requirements and intended use.
- Coordinate with relevant managers and departments to confirm feasibility, costs and operational requirements.
- Maintain accurate records and ensure agreed arrangements are communicated to everyone involved.
Administration and Finance
- Monitor the bookings email account and any related or future accounts, responding to enquiries or directing them to the appropriate colleague.
- Maintain complete and accurate booking, customer and instructor records within the relevant booking and CRM systems.
- Create and issue invoices for group, corporate, employer-funded and other relevant bookings.
- Maintain appropriate financial and customer records in Xero.
- Check and record payments, following up or escalating outstanding amounts in line with agreed procedures.
- Ensure customer information is handled securely and in accordance with data-protection and confidentiality requirements.
- Support the transition to new booking, CRM or administrative systems as required.
Instructor Scheduling and Cover
- Coordinate instructor availability for courses, private sessions and group bookings.
- Enter and maintain instructor schedules within the booking system.
- Review upcoming courses and sessions to identify gaps in instructor cover.
- Assist with arranging emergency and short-notice cover.
- Communicate with instructors and relevant departments to secure cover for regular and ad-hoc sessions.
- Escalate unresolved gaps, availability issues or risks to service delivery to the Instructing & Courses Manager and wider Bookings team promptly.
- Keep booking and scheduling records up to date when changes are agreed.
Team and Operational Support
- Work closely with instructors, the Instructing & Courses Manager, the Bookings team and other departments to support the smooth delivery of courses and bookings.
- Provide clear handovers to the other job-share post-holder to ensure continuity of service.
- Liaise with Front of House colleagues so they have accurate information about booking processes, courses, products and services.
- Support the Customer Outreach & Inclusion Officer with relevant booking enquiries and activities.
- Provide reasonable ad-hoc administrative and project support to the Instructing & Courses Manager and wider Bookings team.
- Contribute to improvements in booking procedures, customer communication and administrative systems.
- Follow organisational policies, standard operating procedures and health and safety requirements.
General Responsibilities
- Collaborate closely with instructors to coordinate bookings and course activities.
- Escalate any issues impacting service delivery or instructor availability to the Courses Manager.
- Work alongside the Customer Outreach & Inclusion Officer to support outreach efforts tied to booking enquiries.
- Provide ad-hoc support to the Courses Manager and Bookings Administrator on various projects.
- Liaise with Front of House teams to ensure they are informed about the bookings process and available products/services.
This job description reflects some of the present requirements of the post (i.e. it is not exhaustive), and as duties and responsibilities change/develop, the job description will be reviewed and subject to amendment in consultation with the post-holder.
Sustainability
You will carry out your duties in accordance with the Castle Sustainability Policy, promoting sustainable practices to customers, and ensuring that we use our resources efficiently and with awareness of the impact of energy usage.
How to apply ✍️
Please submit a CV and Cover Letter. Your cover letter should outline why you are interested in this role, and how you believe your skills and experience make you a good fit. All applications must include a cover letter.
Deadline: 10th September at midnight.
If you have any questions or accessibility requirements, please contact HR@castle-climbing.co.uk.
