Job Description
Background
Wave Active is an award-winning charity and social enterprise, supporting local communities with facilities, activities, and services to inspire active lifestyles.
Our purpose is “Inspiring Active Lifestyles” and vision, “To be at the heart of the improvement of health and wellbeing in the Community”.
Managing a number of leisure facilities and Newhaven Fort, across the Lewes District and Eastbourne Borough of East Sussex we are passionate about providing opportunities that support individuals to gain, regain or maintain: health, fitness, and wellbeing.
Offering a range of activities across our facilities and multifunctional spaces, our team is dedicated to creating an approachable environment enabling individuals to prioritise their health and wellbeing journey.
As a charity, formed in 2006, Wave Active continues to ensure all surplus revenues generated from activities are reinvested back into the community in the form of: facility developments, refurbishments, employment opportunities, new programmes of activity and to support those with health conditions to make health improvements.
The Post in Context
Wave acquired Meridian Mayhem in 2026. This exciting addition supports Wave Active’s purpose of inspiring active lifestyles whilst making a significant contribution towards our ambition of becoming an independent and financially sustainable organisation.
At Meridian Mayhem, first impressions matter.
For many families, you will be the very first person they meet.
Your smile, enthusiasm and energy will set the tone for their entire visit.
You’re far more than someone who checks bookings and takes payments. You’re the person who welcomes excited children, reassures first-time visitors, helps parents feel relaxed and creates an atmosphere that customers remember.
Whether you’re greeting a family, helping someone book a birthday party, answering a question or celebrating a child’s special day, every interaction contributes to the experience we create.
Our guiding principle is simple:
Give Every Person Who Enters the Building a Reason to Return.
Everything we do should support that principle.
Job Purpose
The safety and enjoyment of our customers will always be our highest priority.
As a Customer Service Advisor, you’ll create an exceptional first and last impression for every family visiting Meridian Mayhem.
You’ll provide outstanding customer service, efficiently manage admissions and bookings, support customers throughout their visit and create an exciting, welcoming atmosphere that encourages families to return time and time again.
Summary of Main Duties and Activities
- Welcome every customer with enthusiasm, warmth and professionalism.
- Create a fun, exciting and relaxed atmosphere from the moment customers arrive.
- Check customers in quickly and efficiently.
- Process admissions, bookings and payments accurately.
- Promote birthday parties, memberships, merchandise and additional activities where appropriate.
- Guide customers through their visit, answering questions and providing outstanding support.
- Respond professionally to telephone calls, emails and customer enquiries.
- Engage positively with children, helping create memorable moments throughout their visit.
- Assist families wherever possible, recognising that small acts of kindness create lasting impressions.
- Maintain exceptional standards of presentation, cleanliness and organisation throughout reception and surrounding customer areas.
- Work collaboratively with colleagues across Meridian Mayhem, recognising that creating an outstanding customer experience is everyone’s responsibility.
- Identify opportunities to improve customer experience and share ideas with your Duty Manager.
- Carry out any other reasonable duties that support the successful operation of Meridian Mayhem.
Other Duties
- Carry out any other reasonable duties as required.
- Adhere to all Meridian Mayhem and Wave Active policies and procedures.
- Promote a positive, inclusive and safe environment for customers and colleagues at all times.
Why join Meridian Mayhem?
At Meridian Mayhem, we believe our people are what make us different.
We recruit people with the right attitude, personality and potential because we know exceptional customer experiences are created by exceptional people.
Technical skills can be taught. Creating unforgettable experiences comes from people who genuinely care about others, enjoy making people smile and take pride in everything they do.
If you bring energy, enthusiasm and a passion for helping families create lasting memories, you’ll fit right in.
Together, we’ll work towards our guiding principle:
“Give Every Person Who Enters the Building a Reason to Return.”
As a Customer Service Advisor, you are often the first and last person our customers meet.
Every interaction you have shapes the memories they take away from Meridian Mayhem.
Personal Specification
Skills Required
We’re looking for people with the right attitude and personality above all else.
The ideal candidate will naturally:
- Have a genuine passion for delivering outstanding customer experiences.
- Be friendly, outgoing and enthusiastic.
- Enjoy interacting with children and families.
- Be confident speaking to customers of all ages.
- Create excitement and energy through every interaction.
- Build rapport quickly with customers.
- Stay calm and professional in busy environments.
- Take ownership and notice when something needs doing.
- Work effectively as part of a team.
- Be punctual, reliable and trustworthy.
- Share our commitment to giving every person who enters the building a reason to return.
Additional Skills (beneficial but not essential):
- Previous customer-facing experience.
- Experience working in hospitality, leisure or retail.
- Experience working with children or families.
- Cash handling experience.
- Experience using booking or till systems.