NEED TO KNOW INFO:
Equal Opportunities Statement
We are an equal opportunities employer and are committed to ensuring equality of opportunity for all. We welcome applications from all suitably qualified candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. All employment decisions are made based on merit, skills, and experience.
About the Hangar
The Climbing Hangar started life in a Liverpool warehouse in 2011. Since then, we’ve grown to become a national business with sites across England, Wales, and Scotland. Our mission is simple – to inspire bolder living through indoor climbing.
We bring together epic climbing, fresh coffee and a fun-filled community to cities all over the UK. We are passionate about climbing. But more importantly, we’re passionate about the impact that social, challenging, supportive, progressive and fun activity can have on people’s lives, regardless of ability, age or fitness.
We are obsessed with creating unforgettable experiences for climbers of all levels. As one of the leading climbing groups in the UK indoor climbing industry, we’re dedicated to pushing the boundaries of what’s possible and fostering a community where adventure thrives. Our climbing facilities are more than just walls – they’re vibrant hubs of energy, creativity, and connection. Join us on this exhilarating journey as we inspire people to reach new heights and discover their inner strength #boldertogether
Job Role
As a Duty Manager, you will support the safe, efficient daily operation of the centre through hands-on involvement across reception, retail, and the café, while also providing administrative support. You will deliver and uphold exceptional customer service and help train and guide staff to maintain the Hangar Customer Journey to the highest standard. You will act as the commercial lead on shift, ensuring every team member is contributing to membership growth, café performance, and retail sales. This role requires strong leadership, a commitment to creating a fun and inclusive atmosphere, and experience in customer-focused facility management.
Role RESPONSIBILITIES
Commercial Leadership: Take accountability for on-shift commercial performance, driving structured sales processes, KPI delivery, and team performance to exceed revenue and profitability targets.
Customer Service: Deliver excellent customer service, resolve enquiries and issues promptly, and foster a welcoming, inclusive atmosphere.
Operational Management: Oversee daily operations across the bouldering wall, café, and retail areas.
Staff Supervision: Lead, support, and motivate front-line staff during shifts.
Staff Support: Coach staff in sales confidence, identifying who needs support and delivering on-the-floor interventions.
Barista Management: Prepare high-quality espresso-based drinks, maintain and troubleshoot coffee equipment and ensure consistency, presentation, and service excellence.
Health & Safety: Conduct regular safety checks, act as Fire Marshal and First Aider, and manage emergencies.
Food Delivery & Safety: Monitor and enforce food safety standards, including HACCP procedures, correct storage, allergen management, and compliance with Natasha’s Law, ensuring accurate record-keeping at all times.
Benefits
- Free climbing for you, your dependents (your children under 18) and a plus one.
- Rota in advance (4 weeks).
- Long service recognition.
- Employee referral scheme.
- Discounts on food and drinks from our café.
- Discounted gear from our retail range.
- Access to our Employee Assistance Programme. Along with an on-site mental health first aider and access to counselling services.
- Training & development opportunities, including in-house coaching, first aid & safeguarding training.
- 28 days annual leave per year (Pro-rata & inclusive of bank holidays).
Person Specification
Essential Criteria
- Right to work in the UK.
- Previous experience in a supervisory or managerial role, preferably in a sports, leisure or hospitality facility.
- Previous experience in a revenue‑driving environment (retail, hospitality, fitness, leisure, F&B).
- Commitment to safeguarding and promoting welfare.
- Strong leadership and team management skills.
- Comfortable working with sales targets, KPIs and commercial dashboard.
- Excellent customer service and communication abilities.
- Ability to handle multiple tasks and make decisions under pressure.
- Ability to perform and adapt in a fast-paced and demanding environment.
- Proficiency with basic computer applications (e.g., MS Office).
- A Basic DBS certificate is required for this role. If you then pursue coaching during your employment with us, an Enhanced DBS certificate is required, and you will also be asked to complete an Enhanced DBS self-declaration form. (TCH-funded)
Desirable Criteria
- Passion for climbing and a genuine interest in promoting the sport to others.
- Experience in the climbing or outdoor industry.
- Experience with POS systems.
- Relevant training (e.g. First Aid, safeguarding, climbing qualifications).
- Experience with coaching children or adults in a sporting environment.
How to apply
If this role sounds like you, we would love to have you in our team!
Please send your CV and a cover letter to [email protected], and write the ‘position’ you’re applying for, as well as the ‘location’ of the centre, in the subject line.
All applications require a cover letter to express your personality and your interest in the role. A strong cover letter is your chance to stand out against the rest of the applicants!
Please be aware that it is our company policy not to provide individual feedback on interview outcomes. This is to ensure fairness and consistency for all applicants.
Any information provided to us will be held in strictest confidence. It will be processed and retained in accordance with the Data Protection Act (2018) and UK GDPR.