We are recruiting Customer Service Team Members for our 2026 season! We have a number of full-time, fixed-term contracts available.
Who We Are
The Wave is a place where people and nature come together – creating the right environment for people to thrive – our guests, our team, and our community. Our purpose is to nurture a world of health, hope and happiness with every wave. We’re driven by a spirit of innovation, purpose and possibility.
Our Values – We Are FAIR
Fun – We take fun seriously! We put smiles on faces.
Adventurous – We’re game changers, adaptable and explore with optimism.
Impact – We’re here to create a healthier connection between people and planet.
Respect – We care for each other, our customers and our community.
These values guide how we show up, how we make decisions, and how we work together – every day, in every role.
About the Role
As a Customer Service Team Member, you’ll play a vital role in shaping every guest’s experience at The Wave. Often the first point of contact – whether by phone, email, live chat or in person – you’ll set the tone for an unforgettable visit to our ground-breaking destination.
You’ll be a trusted source of knowledge for all things The Wave, supporting surfers, campers and day visitors alike, while delivering exceptional service that reflects our FAIR values at every touchpoint.
Key Responsibilities Include:
* Delivering outstanding customer service across email, live chat, phone and face-to-face interactions
* Handling customer queries and complaints in line with company policies, always going the extra mile
* Building a strong understanding of the full customer journey – from surf sessions and camp stays to food, retail and general visits
* Confidently using booking systems and customer service software
* Demonstrating commercial awareness by encouraging repeat bookings and promoting additional experiences
* Working towards company KPIs, including customer satisfaction, financial targets and service level agreements
* Supporting group bookings as required to help achieve revenue targets
* Taking a proactive approach to problem-solving, ownership of tasks and continuous improvement
* Supporting other departments when needed, including Surf Operations, Food & Beverage and Camp
* Managing lost property in line with company procedures
* Following all site-wide and departmental health & safety policies and procedures
About You
You’re someone who genuinely enjoys helping people and thrives in a fast-paced, guest-focused environment. You’re confident, adaptable and take pride in delivering high standards – even when things get busy.
We’re Looking For:
* A proactive, positive spirit that aligns naturally with our FAIR values
* A friendly, welcoming approach that helps every guest feel included and excited about their visit
* Strong communication skills and attention to detail
* The ability to work under pressure with a calm, can-do attitude
* Confidence to take initiative and support the wider team where needed
* Respect for people, processes and equipment – showing pride in where you work
* You don’t need to be a surfer – but you should be excited about what we do
Qualifications
* Previous customer service experience (desirable but not essential)
* Confidence using digital systems and booking platforms
* A willingness to learn and develop within the role
What We Offer
We aim to create a workplace where people feel valued, energised and able to bring their best. At The Wave you’ll find:
* 30 days paid holiday (inclusive of bank holidays)
* Free access to staff surf sessions
* Multiple discounts across our surf and other offerings
Our Commitment to Inclusion
We’re built on the idea that everyone should have the chance to experience the joy of surfing and the outdoors – and that starts with our own team. We’re committed to creating a place where people genuinely feel like they belong and can be themselves.
We welcome different backgrounds, perspectives and experiences, and we work hard to make sure the right people are in the right roles, with the support they need to thrive.