Cornwall , United Kingdom
Salary not listed
Post title: Operations Manager
Responsible for: Managing the delivery of outdoor activities.
Salary: £23,000 pro rata (for 8 months between March to Nov)
Working hours: Variable, agreed 2 weeks in advance. 5 days a week from May to mid Sept. Some working from home. Flexibility essential.
Location: Hayle / Home
Outline:
The Operations Manager is primarily responsible for the day-to-day organisation of outdoor activity sessions and to provide great customer service through the whole of the clients experience with us. The daily focus is to communicate with clients and to co-ordinate staff so that all adventurous experiences will happen in a safe and enjoyable manner.
Specific duties:
1. Deliver high quality customer care to clients, aiming to exceed their expectations.
2. To take bookings both online and on the phone, fully utilising the online booking system.
3. To maintain and update the information on the booking system to ensure it reflects the availability of activities.
4. To maintain all client records, including enquiry forms and online records. Clearly record details regarding follow up calls to ensure all enquiries are responded to quickly.
5. To build and maintain the online presence of the business through marketing. This includes writing copy for and updating the website, writing design briefs for all publication adverts and all social media (currently mainly Facebook and Instagram).
6. To respond to every Trip Advisor review with a personal thank you message.
7. To manage the hire of equipment using the online booking system.
8. To inform clients about the location of activities, given the weather forecast and local knowledge. This is done in conjunction with the Head Guide or Company Director.
9. To respond to any emergency incidents as required by the Emergency Action Plans.
10. To manage enquiries and bookings for any events, courses or sessions, with support from LA Directors and the Head Guide where appropriate.
11. To tell clients about the wide range of activities and courses that we offer, and to inform them of discounts and offers where appropriate so that they are more likely to buy an additional activity.
12. To work from home or in the office as required, including working alone.
13. To train other members of staff to access and use information on the booking system.
14. To maintain records of activities and analyse any changes in numbers of participants to feedback to Company Directors.
15. To assist with the orders of office equipment and safety kit and manage enquiries regarding the sale of used equipment.
16. To work with the Head Guide to ensure each site has the relevant safety kit, including a mobile phone with sufficient credit.
17. To use the systems in place and improve them or create new systems as necessary, to ensure that sessions and booking process runs smoothly for both customers and instructors.
18. To help any staff when reasonable and possible given other commitments.
19. Any other occasional duties that are agreed in advance as deemed appropriate for the skills that the Operations Manager has. E.g. to organise Staff Training.
Person Specification: available on request.
You can call us for an informal chat before application.
Expected start date: 15/03/2021
Job Types: Full-time, Contract, Permanent
Salary: Up to £23,000.00 per year
COVID-19 considerations:
We have adapted our operating procedures to maintain social distancing at all our sites. You will be provided with a mask and hand gel. Mostly you will be working alone or with one other; from home or in the Hayle Harbour unit which is well ventilated.
Experience:
Education:
Work remotely:
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Accommodation Included :No
Job: Temporary or Seasonal
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