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Customer Service and Operations Manager - part time

15.07.24

Mountain Training is the network of awarding organisations for skills courses and qualifications in walking, climbing and mountaineering that operates across the UK and Republic of Ireland. We set the standards for leadership, instructing and coaching qualifications, and skills training courses.

Mountain Training's Siabod Cottage office in Capel Curig is situated in the heart of Eryri National Park (Snowdonia). It is a minute’s walk from Llynnau Mymbyr and the foot of Carnedd Moel Siabod – this could provide ample opportunities for lunch-time swims, runs, and cycles if those activities interest you. The team maintains a friendly and informal atmosphere, and you can often find staff discussing a variety of past adventures or planning future ones, from cooking to climbing, and dog walking to DIY.

Job title:Customer Service and Operations ManagerSalary:£25,600 per annum (£32,000 full time equivalent)Employed by:Mountain Training UK & IrelandWorking hours:This is a part-time permanent post, 28 hours per week, office hours are 9am-5pm, Monday-Friday.

24 days annual leave, plus bank holidays.

3 month probationary period.

Post location:Siabod Cottage, (Plas y Brenin site), Capel Curig, LL24 0ESReporting to:Mountain Training England Executive Officer

Background and context

Mountain Training UK & Ireland is the coordinating organisation within the Mountain Training network and as such has responsibility for servicing all candidates. Our customer service team also provide administrative support to the mountaineering associations.

The Customer Service and Operations Manager leads a small and busy team in our Siabod Cottage office, as well as providing operational support for the whole office.

The purpose and intent of the role is:

• To manage the customer service team.
• To oversee efficient office systems and processes.

Job description

• Management of the Customer Service Team within the Mountain Training office (Siabod Cottage) and allocation of work duties to them. To ensure delivery of an efficient, consistent and high quality service to a wide range of customers, which would include periodic reviews of the processes, practices and structure.

• To liaise with the officers of MTC, MTE, MTS and MTUKI to coordinate administration support and set the work priorities for the Customer Service Team.

• To manage service level contracts with the national Mountain Training organisations and associations and ensure the fulfilment of these through appropriate staff deployment.

• Work as part of the Siabod Cottage office management team, meeting monthly or as required to coordinate management of the MTUKI and MTE staff team and work projects.

• Assist line managers within the Mountain Training office with monitoring of HR processes and requirements.

• To take a lead role in the ongoing management of office systems and facilities, including the development of communications and IT systems/contracts.

• To undertake general administration duties as required.

• To respond when appropriate to enquiries by email or telephone from candidates, providers, association members and the general public.

• To undertake any other duties commensurate with this post as specified by the Executive Officers of MTE and MTUKI.

This is a description of the job as it currently applies. This job description will be subject to review, in conjunction with the post holder and updated or varied as appropriate.

Person specification

People management and business

• Experience, relevant qualifications or training in:
  • Leading and managing a small team of staff
  • Project management: operational, developmental or financial
  • Business operations such as invoicing, stock control, supplier management
  • IT systems including common office hardware and software: printers, Microsoft Office (notably Word, Excel and Outlook), databases
  • Health and safety and human resources systems.

Communication

• An ability to communicate effectively, orally and in writing.
• An ability to lead and motivate others.
• An ability to work independently and as part of a team.
• An ability to work with a wide range of stakeholders.

Subject knowledge

• Interested in hill walking, climbing and/or mountaineering (desirable).

Personal

• Excellent attention to detail and accuracy.
• Good time management skills and the ability to work under own initiative.
• A logical approach to digital and physical problem solving.
• Welsh speaker (desirable).

We are interested in receiving applications even if your skills and experience do not perfectly match the person specification.

More information

For an informal conversation about the role, please contact Becky Jeffery, Customer Service and Operations Manager: becky@mountain-training.org or 01690 720272

To apply

Please submit a covering letter (no more than two sides of A4) and a CV (curriculum vitae), which clearly outlines your experience and skill set plus rationale for applying for the post. In your covering letter please make reference to the job description and person specification. You should aim to convince us that you are the right person for this job. Please send your application to Guy Jarvis: guy@mountain-training.org 

Closing time and date: 9am, Wednesday 13th May, 2026.

Successful applicants will be notified by 5pm Friday 15th May, 2026.

Interviews will be held in Siabod Cottage on Wednesday 20th May, 2026.