Operations Manager will be responsible for managing the delivery of outdoor activities.
Salary: £24,000 pro rata (Fixed Term, 7 months between mid March to mid Oct 2023)
Working hours: Approximately 9am to 5pm, 5 days a week, including some weekends. Flexibility essential to meet seasonal demands. Longer hours during peak times, i.e. school holidays.
Location: Hayle / Lizard Peninsula / flexible
Lizard Adventure Ltd is a well-established outdoor activity provider with a number of beautiful sites in the popular area of west Cornwall. We have over 10 years of experience and have developed a strong reputation with return visitors. We are looking for an experienced, organised and energetic individual to maintain this high standard of activities through the 2023 season.
The Operations Manager is primarily responsible for the day-to-day organisation of outdoor activity sessions and to provide great customer service. The daily focus is to communicate with clients and co-ordinate staff so that all adventures are safe and enjoyable.
Main duties:
1. Deliver high quality customer care to all clients.
2. Manage bookings, both online and by phone.
3. Organise staffing for all activities, hire and course bookings.
4. Maintain financial records as required by the directors and accountant such as instructor and client invoices.
5. Maintain all client online records. Clearly record details regarding follow up calls to ensure all enquiries are responded to quickly.
6. Build and maintain the online presence of Lizard Adventure through marketing, including writing copy for and updating the website, writing design briefs for all publication adverts and all social media (currently mainly Facebook and Instagram).
7. Inform clients about the location of activities, given the weather forecast and local knowledge, in conjunction with the Head Guide or Company Director.
8. Respond to any emergency incidents as required by the Emergency Action Plans.
9. Work in various locations, often working alone.
10. Train other members of staff to access and use information on the online booking system.
11. Maintain records of activities and analyse any changes in numbers of participants to feedback to Company Directors.
12. Assist with the orders of office equipment and safety kit and manage enquiries regarding the sale of used equipment.
13. Work with the Head Guide or Company Director to ensure each site has the relevant safety kit, including a mobile phone with sufficient credit.
Person Specification:
Education and Qualifications
Essential: Excellent numeracy and literacy skills i.e. GCSE English and Maths at Grade C or above (or equivalent).
Desirable: Administrative qualification or equivalent to NVQ L2 or higher qualification.
Experience:Essential
1. Experience of providing high quality customer service and administrative support.
2. Experience of responding to customers in a variety of ways e.g. phone, email, face to face.
3. Experience of undertaking a range of clerical and administrative duties.
4. Experience of working in a busy environment with customers.
5. Experience using a variety of social media platforms for marketing.
6. Experience of dealing with difficult customers.
7. Experience of selling experiences over the phone and face to face.
Experience:Desirable
1. Experience of using a computer-based booking system.
2. Experience of working with the outdoor industry.
3. Experience of training staff.
4. Experience of financial management and budgeting.
5. Experience in the Outdoor industry.
Skills, knowledge and understanding:Essential
1. Ability to communicate clearly.
2. Data management including data protection and confidentiality.
3. Competent user of relevant software e.g. Google Docs and Microsoft Office (Word, Excel, Outlook) and Facebook, Instagram etc.
4. Effective interpersonal and communication skills.
5. Strong organisational and time-management skills and ability to work under pressure.
6. Confidence to work alone and make quick decisions when necessary.
Skills, knowledge and understanding:Desirable
1. A good understanding of weather and sea conditions.
2. An understanding of safety procedures in the outdoors.
3. An ability to build and maintain relationships with key stakeholders and customers.
4. Experience leading groups in the outdoors.
Personal Qualities
1. Enthusiastic and passionate approach to work.
2. A positive commitment to improving practice.
3. Ability to plan and develop efficient and effective systems.
4. A flexible and adaptable approach to work.
5. A calm, professional manner.
6. A willingness to attend further professional development.
7. A willingness to take part in outdoor activities as part of staff training.
Please apply with your CV and a letter which outlines your relevant experience and reason for applying.
Call us on 07432 543626 for an informal chat before application. Please note that this is a seasonal position with the potential for a more permanent position for the right candidate.
Interview date: 24th Feb 2023
Start date: 22nd March 2023 (or as soon as possible after this date)
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