/ JOBS: Operations Manager - The Climbing Hub, Bradford

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L Ramon Romero 24 Nov 2019
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Bradford is getting its own Climbing Centre. It is happening. The Climbing Hub imminent opening is here. The Climbing Hub will be an absolute stunning Climbing Gym including extensive and spacious bouldering, plenty of lead climbing, dedicated training area with huge circuit boards and strength & conditioning specific gym.

We are looking for an enthusiastic and energetic Operations Manager to help us out to make the new venture an absolute success for the local climbing community. Are you ready for The Climbing Hub journey?

OPERATIONS MANAGER

Reporting to: Centre Manager & Directors

Responsible for: Duty Manager team, Reception Team Leader, Setting Manager and Reception Team

Salary: 23 – 30 K depending on experience

Hours: 40 hours per week (some weekend and evening work required)

Holiday: 25 days allowance

ROLE

The post-holder will oversee the day-to-day operations of the centre, providing a reference point regarding the management of daily activities for staff and customers, ensuring the highest customer service, while ensuring that health & safety procedures are followed. The post-holder will be responsible and accountable for the line management and effectiveness of all customer ‘point of contact teams’ and will work closely with the Shop, Café and Courses Leads to support and enhance the ongoing operations of their respective functions.

A core function of the role is to deliver an enhanced customer experience to The Climbing Hub customers by supporting and developing the front-line staff in the centre working in their specialist roles.

SPECIFIC DUTIES:

CUSTOMER SERVICE MANAGEMENT

  • Provide inspired leadership for The Climbing Hub
  • Help promote The Climbing Hub culture that encourages inclusiveness, social responsibility, top performance and high morale.
  • Ensure excellent customer experience & service delivery throughout the front-line functions in cooperation with other Managers, driving continuous improvement standards.  
  • Act as a point of contact for both staff and customers concerning the front-line functions during the normal opening hours of the centre.
  • Ensure that the centre is fit for operation in respect of amenities and customer facilities.
  • Provide leadership and direction to staff in superb customer experience and service, sustainable practices and appropriate H&S practices.
  • Quick and proactive implementation of customer suggestions and innovation.
  • Respond promptly to customer feedback and complaints (or ensure that this is done by relevant departmental manager)
  • Log and analyse customer complaints with a view to improving service across all areas of the      organisation
  • Lead continuous improvement in service provision to drive The Climbing Hub to the forefront of the industry.

HEALTH AND SAFETY MANAGEMENT

  • Ensure that The Climbing Hub centre is safe for staff and customers every day by ensuring absolute compliance of the health and safety policies and procedures.
  • Manage, update and continually review our entry procedures and relevant compliance with industry and H&S best practice.
  • Ensure all information regarding entry processes, registration forms etc. held on the website is current and accurate.
  • Review and update of all risk assessments and H&S policies relevant to the role annually and when required.
  • Continuously improve the H&S standards in the centre through working with all departments and senior management and Directors to remain at the forefront of our industry.
  • Ensure that the centre is cleaned according to appropriate standards (in collaboration with facilities manager).
  • Manage first aid provision requirement (including ensuring compliance with legislative requirements, organising training for staff, upkeep of AED etc).
  • Complete monthly accident and health and safety report 
  • Complete annual accident report analysis
  • Collate poor practice data and complete annual report
  • Work regular Duty Manager shifts including weekend and evenings.

LINE MANAGEMENT (DUTY MANAGERS & RECEPTION)

  • Ensure staff are appropriately trained and carry out their roles according to their job descriptions and H&S legislation.
  • Ensure daily record keeping by staff is efficient, accurate and in accordance with our information security policy.
  • Ensure staff adherence to The Climbing Hub Social and Sustainability Policy. 
  • Roster all staff shifts and manage staff absences and holidays.
  • Ensure all staff complete their timesheets accurately and in a timely manner.
  • Develop staff performance standards.
  • Conduct ongoing, regular performance management of team, through informal and formal processes as required.
  • Conduct annual staff appraisals of team with support from HR.
  • Conduct all required recruitment, training and onboarding of new team members with support from HR.
  • Provide line management support to front-line staff when appropriate/required (including line management support to shop and café staff when required in lieu of the department manager).
  • Ensure ongoing development of team including provision of regular team meetings/training workshops and annual team building/development days.

SALES/MARKETING MANAGEMENT

  • Contribute to annual price review and implement new prices as per Directors Key Performance requirements.
  • Ensure products are marketed to the highest possible standards in collaboration with other management.
  • Contribute to The Climbing Hub website & social media content through blogs/posts.

ACCOUNTS/FINANCIAL MANAGEMENT

  • Ensure that the safe ledger and cash counts are accurate and up to date, corrections are made immediately, and errors notified.
  • Work to budget and input into business budget creation.

STRATEGY 

  • Participate in strategic and business planning processes with the Board of Directors and Management Team when required.
  • Formulate business strategy for the development of the Duty Manager and Reception teams and functions.
  • Work with the management team on creating and implementing sustainability and social targets.

REPORTING

  • Provide written monthly reports to the Directors on relevant areas of centre operations.
  • Provide monthly H&S and accident reports.
  • Provide annual H&S and accident report.
  • Provide an annual operations report.

Person Specification

The role of Operations Manager demands the following blend of skills, experience, knowledge and behaviours and will be assessed by application letter, CV and/or interview/assessment as deemed necessary.

Essential

  • Skills

Inspiring Leader - works co-operatively, takes ownership, mentors and guides colleagues

The ability to supervise, motivate, train and develop staff

Good Communications skills-confident, articulate and effective influencer

Clear Customer service focus-see issues from a customer perspective and engages at all levels

The ability to deal with customers and their queries and concerns with tact and sensitivity

Excellent written and verbal communication skills at senior management level

The ability to deal with an emergency with calmness and authority

The ability to deliver high quality service through the Team Leader, Duty Managers and staff

The ability to work as part of a team

Strong IT and office Word/Excel skills

Good listening skills to understand the needs and value that customers want from leisure/recreational and fitness facilities

Climbing experience

Climbing qualifications and/or desire to achieve them within 1 year.

  • Knowledge

Degree or equivalent professional qualification or experience within a Climbing Centre or sports facility of a similar size

Understanding an application of best practice in Planning and Operations

Business Operational Management understanding and awareness

Knowledge of Health & Safety legislation and in particular for customer-based activities

  • Experience

A proven record of effective people Management through Leadership and good and inspiring communications 

Experience of achieving results and making a positive difference to customer experience

Efficient Planning and Operational management of a similar/related business

Previous supervisory/management experience in customer-based industries

Financial control responsibility, preparing, reporting on and delivering the financial results

Experience of maintaining facilities to operational standards whether by own direct input or using external contractors

  • Behaviours

A dynamic individual with a ‘can do’ positive attitude and approach

Proactive and methodical with solution-oriented attitude, with Value For Money always in mind

Demonstrates trust, openness and respect in dealing with staff and members of the public

Flexible approach to tasks and workload

Engagement with The Climbing Hub values and culture.

Desirable

Good knowledge of climbing wall industry trends

Up to date First Aid at Work qualification

Keen learner and with ambition for personal growth

Experience with front-end Point of Sales systems

Applications

Applications Deadline 8th December

Interviews by 13th December

Start date: January 2020

Please submit cover letter & C.V. to Ramon@TheClimbingHub.co.uk

All applicants may be also considered for future imminent vacancies.

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