Client Manager – Job Description

About us: A to Z Expeditions is one of the UK’s leading providers of DofE expeditions and training. We work with schools from across the country and have a reputation for delivering a professional and high quality service.

Job Purpose

You are the customer service face of A to Z Expeditions. You will manage our relationship with clients (schools and youth groups), the participants themselves and their parents.

You will liaise with the client agreeing dates and programme details then support them before, during and after the expedition programme. This will include visiting schools, giving presentations to prospective participants and their parents, and handling a wide variety of queries.

You will work closely with and report to the Manager.

Location: Hay-on-Wye.

Working Hours: Full-time; 9am to 5:30pm but you will also need to be flexible as at busy times you may be require to work outside of these hours and at weekends.

Holiday: 33 days including bank holidays

Salary: in the region of £25,000 depending on experience

Essential Attributes

A proven track record in customer service.

Ability to communicate effectively with a high standard of written and spoken English.

Experience of public speaking and delivering presentations.

Proven complaint handling experience. The ability to handle difficult conversations and complaints calmly and effectively.

Fluency in Outlook, Word, Excel and Powerpoint.

Highly organized with excellent attention to detail – small mistakes can end up being very costly in our business.

Ability to work autonomously and manage your time effectively, you’ll need to work to deadlines and under-pressure at busy times of year.

Full driving license.

Eligible to work in the UK.

Desirable attributes

Knowledge of the Duke of Edinburgh’s Award.

Experience of working in Outdoor Education.

Mountain Leader qualification.

DofE Assessor qualification.

Criminal Records Check

As this role involves working with young people and handling sensitive information about them, any job offer would be dependent on an Enhanced DBS check. A to Z Expeditions is an equal opportunities employer and spent convictions will not necessarily exclude you from this role. Please ask if you would like to see a copy of our policy on the recruitment of ex-offenders.

Key responsibilities will include the following:

Client Management

Develop strong relationships with existing clients.

Offer ongoing support.

Gather client feedback.

Manage queries, issues and complaints.

Booking Management

Agree programme structure, dates and locations with clients (in consultation with the Manager).

Produce pre-expedition material for participants, parents and clients.

Deliver DofE presentation events for clients.

Manage online consent process.

Check participants’ medical information and where necessary gather further information and obtain signed medical declaration.

Provide clients with programme information – itinerary etc

Operating Authority and School EVC

Check expedition requirements with the Operating Authority (OA) or the EVC if the school is a Licensed Organisation (LO).

Complete OA or LO notifications with assistance from the Manager.

Provide the client with any health and safety paperwork required.

Training and Expeditions

Visit clients during expeditions

Post Expedition

Review Duty Mobile update, Job Reports and gather feedback from client

Marketing and Sales

Take lead on social media including facebook, twitter and Instagram.

Respond to enquiries from potential clients.

Visit potential clients to promote our services.


Be available to step in and work on training days/expeditions at short notice.

Act as duty manager (on a rota system) during the expedition season.

Assist in the packing, delivery and resetting of kit and ‘man-bags’. 

Answer general phone calls and emails.

Assist with the day to day running of HQ.