Operations Manager - Big Rock, Milton Keynes Jobs

© Big Rock Climbing Centres

Big Rock in Milton Keynes has a reputation for quality climbing and community spirit. We believe that everyone should have the opportunity to climb regardless of age or ability.

We are looking to recruit an Operations Manager to join our team based across two sites in Milton Keynes.

Reporting to the Directors, the Operations Manager will be responsible for the smooth running of the centres with a focus on our climbing offering and excellence in customer service. The role, although varied, will include a strong emphasis on health & safety, policies, procedures, and industry standards.

The ideal candidate will have a background in the outdoor or indoor climbing industry and be able to demonstrate a sound understanding of industry standards, excellent attention to detail and customer service skills, and experience of leading and managing a team to reach and exceed the expected standards.

This is a permanent full-time position with a mixture of daytime, evening and weekend shifts required.


  • Oversee, and own responsibility for, facilities and climbing-related operations of the centres
  • Ensure that the centres are fit for purpose and exceed the required industry standards
  • Overall responsibility for Health & Safety, including keeping up to date with legislation and ensuring all procedures are in place, up to date, and followed accordingly
  • Responsible for the line management of the Front of House Manager, and the Instructing, Setting, and Inspection teams, and supporting the effective and efficient operation of their functions
  • Monitor the quality of the climbing, sessions and courses, facilities, setting, safety, and customer service standards, suggesting improvements where possible
  • Provide leadership and promote a positive and proactive culture
  • Customer-facing duties, including reception, and telephone calls
  • Create a friendly welcoming environment for climbers of all abilities
  • Drive increases in customer service standards
  • Suggest to the senior team ideas to promote the centre's courses, activities and facilities to increase centre usage, and actively seek improvements to increase the centre's profitability

Essential Skills & Qualifications

  • A genuine passion for introducing people of any age or background to climbing
  • CWI and CWDI (or equivalent), Foundation Coach Award, Development Coach Award
  • Valid First Aid certificate and Safeguarding certificate
  • Working knowledge of NICAS
  • A minimum of 2 years experience working within an indoor climbing environment
  • Experience of leading, managing and developing a team
  • Excellent communication with a high level of interpersonal skills
  • An outgoing and vibrant personality and genuine enthusiasm for working with people
  • Energetic, motivated and with a passion for customer service
  • Excellent organisational and time management skills with the ability to prioritise and manage a varied workload
  • Exceptional professionalism
  • Self-motivated with the ability to use own initiative and strong problem-solving skills
  • A DBS check is required for this role
  • Attention to detail with the ability to also see the big picture
  • Proficient computer skills

Desirable Skills

  • Proficient in the use of Rock Gym Pro, Papertrail, Microsoft Excel & Word, Google Workspace
  • RSD

Hours and Benefits

  • 40 hours per week (full-time)
  • Shifts will include daytime, evenings, weekends and bank holidays
  • Paid training
  • Free climbing for you (plus a partner/family member after successful completion of probationary period)
  • 28 days holiday per year
  • Enrolment into company pension scheme
  • Staff gear discounts in the shop
  • Staff Socials


Starting salary in the region of £33,000 to £38,000 dependent on qualifications and experience.


Applicants should apply by sending a CV and covering letter to [email protected] stating the position you are applying for.

Closing date for applications: Sunday 30th June 2024. Interviews will be held during the week commencing the 8th July.

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