At Rootd, we deliver outdoor residential school trips that encourage children to build confidence, take on new challenges and discover what they’re capable of, all while sharing unforgettable experiences with their friends.
We’re now looking for a proactive Customer Support Assistant to join our team on a permanent basis.
You will be the friendly, reliable point of contact for schools throughout their journey with Rootd, providing excellent customer support and guidance at every stage. As part of a small, close-knit team, you’ll also play your part in the wider life of the office — lending a hand with sales and marketing tasks as opportunities arise.
The role is centred on responsive, professional customer support — helping teachers and schools with information, guidance and ongoing assistance. Working alongside the Sales & Marketing team, you’ll help ensure that all communication with schools reflects Rootd’s values and maintains a high standard of professionalism and service.
Main responsibilities
Customer Support (your core focus)
- Acting as the first and main point of contact for schools, responding to queries and requests via phone, email and website.
- Providing clear, friendly information about Rootd residential programmes and experiences.
- Supporting teachers and schools with guidance and assistance throughout their experience with Rootd.
- Following up with teachers to resolve queries and ensure they have the information they need.
- Acting as a reliable point of contact for ongoing support before, during and after trips.
- Building positive, lasting relationships with teachers and school staff.
- Ensuring communication with schools is clear, timely and supportive, with consistent service standards across all interactions.
- Maintaining accurate records of queries, support interactions and communications within internal systems.
Administration & Coordination
- Preparing and maintaining supporting documentation for schools and trips.
- Supporting scheduling and information checks for residential programmes.
- Coordinating with the delivery team to ensure trip details are accurate and up to date.
- Maintaining organised customer support records, systems and files.
- Supporting the wider office team with reporting and administrative tasks where required.
Getting involved in sales & marketing
Like any small business, no two days are quite the same. Working alongside our Sales & Marketing team, you’ll get the chance to roll up your sleeves and help out wherever you’re needed — whether that’s pitching in on a campaign one day or something completely different the next. It’s a great opportunity for someone keen to get involved in the wider workings of the business and learn about the sales and marketing side as they go.
Working Pattern
- Office-based role (Hertfordshire).
- Term-time only, 9am–3pm — ideal for working around school hours.
- Flexibility may be required during peak periods to support increased query and support volumes.
- Occasional visits to the centre site may take place to build familiarity with Rootd programmes and operations.
What we’re looking for
- A proactive, people-focused individual with a genuine passion for customer service and a commitment to looking after schools and teachers brilliantly.
- Proven experience in a customer-facing or support role.
- Above all, a willing, can-do attitude — someone who’s happy to muck in, turn their hand to whatever needs doing and support the team wherever they’re needed. In a small business, that flexibility and team spirit matter more than any specific skill set.
- A friendly, collaborative approach and a genuine enthusiasm for being part of the wider life of a busy office.
Personal qualities
- Excellent verbal and written communication skills.
- A strong commitment to finishing tasks to a high standard.
- Excellent attention to detail in all aspects of your work.
- A team player, who’s excited to be part of a busy and ambitious team.
Living our values
When we recruit new team members, we look for people who embody our Rootd values:
- Welcoming – warm, friendly and inclusive.
- Knowledgeable – passionate about sharing your expertise with colleagues.
- Authentic – open and honest, and you let your true personality shine through.
- Present – fully focused on the moment.
- Remarkable – you strive for excellence in everything you do.
About Rootd
At Rootd, we believe in the power of outdoor adventure to inspire and shape young people, encouraging them to rise to new challenges and uncover their true potential.
We’ve been creating unforgettable school trips for over 12 years, and throughout this time we’ve learnt what turns a good trip into an amazing one. So, we do things a bit differently from other school trip providers, with:
- Unique tent and pod accommodation that gives schools the full outdoor experience.
- A long-standing team of passionate, outdoor experts who bring our trips to life in a way few residentials can match.
- Standout activity programmes that combine adrenaline-fuelled challenges, survival skills and nature-based experiences — with very few harnesses in sight!
Pay: From £21,000.00 per year
Benefits:
- Free parking
- Health & wellbeing programme
- Private medical insurance
Work Location: In person
