Job Title:

Deputy Centre Manager

Location:

Swansea

Line Manager:

Centre Manager - Swansea

Company Overview

Grip UK is looking for a Deputy Centre Manager for its climbing wall in Swansea.

Launched nearly seven years ago, The Climbing Hangar has established itself at the heart of the British bouldering scene. Combining authenticity with inclusivity and an unwavering focus on the customer experience, it relies on the passion of its people and a sense of community to successfully grow its visitor numbers.

Now, with sites in Liverpool, London and Plymouth, ambitious growth plans and the development of a number of opportunities to open up new commercial markets, Grip is looking for exceptional individuals to join the business and support the senior management team in taking The Climbing Hangar Swansea to the next level.

Role Overview:

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The Deputy Centre Manager is a key role at the Hangar. Working closely with the Centre Manager and other manager, it will be key to the day to day running of the venue and achieving our commercial ambitions.

You will be a highly customer-focused individual, strongly motivated by delivery of the best possible service. You’ll most likely already be an experienced climber, embedded into the sport’s culture and passionate about promoting its accessibility and benefits. Your feedback and insight will be instrumental in shaping the way we interact with our customers and the products and services we develop as we seek to make the Climbing Hangar’s vision of an inclusive and active UK-wide climbing community a reality.

You will be responsible for the centre in the Centre Manager’s absence, often during peak hours, and so you must be able to demonstrate strong team leadership skills and a positive, sociable and flexible approach to your role. You will also be expected to show considerable commercial awareness, continuously seeking opportunities to maximise revenue whilst providing real value for your customers and contributing to the motivation and positivity of the crew.

General Responsibilities

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Working closely with the Centre Manager, you’ll not only be responsible for assuming significant day-to-day operational responsibilities centre in their absence but also:

●   Inspirational Crew leadership – leading by example and bringing the Crew along with you.

●   Outstanding customer engagement / service – proactive in providing help and support and prompt in replying to customer email, social media or phone queries.

●   Ensuring that customers receive the exceptional level of experience our vision demands - across all Crew touch points.

●   Effectively briefing, managing and training centre Crew – including appraisals and personal development

●   Timely social media engagement against a centre specific marketing communications plan.

●   Robust staff, customer and contractor health, safety and hygiene management, including first aid

●   Effectively planning, scheduling, managing and facilitating group bookings and events

●   Business Development – expanding our outreach with local businesses, schools and universities and cementing our position in the community

●   Constant business improvement be that through innovative process development or through insightful recommendations for change – we’re always open to new ideas and the development of best practice.

●   Achieve effective face-to-face product and service promotion and sales both by you, and the Crew.

●   Cashing up, finance and till management

●   Regular Maintenance, cleaning and upkeep of the centre

In addition, you’ll be expected to liaise with the central operations, retail and marketing team to effectively manage the centre café and retail shop by ensuring that the café / kitchen / shop:

●   Environments and staff meet all relevant health, safety and hygiene standards

●   Costs are tightly controlled through effective stock management

●   Service levels and offerings are meeting customers’ expectations

●   Ordering and quality control systems and processes are properly administered

●   Pricing and promotional campaigns are effectively implemented – including merchandising

Finally, as a pragmatic self-starter, with the natural confidence and authority to effectively lead a diverse team of Crew members through busy opening hours; Deputy Centre Managers are also responsible for ensuring they - and the teams they help manage - achieve a range of non-financial metrics including, but no limited to, those associated with:

●   Customer acquisition / retention and satisfaction

●   Team motivation / satisfaction

●   Product / service developmen

 

Candidate Profile

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As an experienced climber and coach, with a track record of effective team management within a leisure or related industry sector, you will:

●   Be passionate about customer service and be entrepreneurial in the way you manage 

●   Have a proven track record in effectively implementing customer engagement strategies

●   Ideally have broad experience in overseeing all business areas within a leisure facility and / or have substantial experience in a team leadership operational function

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Essential

Desirable

Climbing Experience

●   A passionate and competent climber with a clear understanding of developing coaching and activities to suit a range of customer requirements

●   Knowledgeable of local and national bouldering - and broader leisure market – scene

Qualifications

 

●   Degree level business / leisure / relevant industry qualification and / or relevant professional experience

●   Disclosure & Barring Service (DBS) check required to work with children & vulnerable adults

●   Supervisory Health, Safety & Hygiene Certified

 

Experience

 

●   As a leisure and / or other relevant industry team lead / deputy manager with experience of;

o      Team leadership / management

o      Centre operations accountability

●   Of delivering exceptional levels of customer satisfaction whilst helping established Crew members adapt to new customer experience processes.

●   Of aligning individual Crew members to achieve overarching centre objectives i.e. the art of achieving results through others.

●   Of implementing, managing and monitoring the delivery of operational improvement plans agreed with the Centre Manager.

●   … and a proven track record of instilling exceptional levels of customer loyalty within customer base with a multitude of alternative leisure spend options.

 

●   Retail sales experience

●   Café management experience.

 

 

Skills

●   Excellent communication and organisational skills

●   Development, mentoring and relationship building with both young / inexperienced and older / experienced staff – including appraisals

●   Comfortable using a range of packages incl. MS Office, Google Docs and CRM databases

●   Skills required as undertaken by Crew

●   Working knowledge of social media & content-based marketing

 

Attributes

●   Warm, knowledgeable and friendly, leading the team by example in their interactions with customers of all ages and abilities – including children from age 4+ and vulnerable adults

●   Confident in training and managing a team to deliver an exceptional level of customer service

●   An organised and detail focused completer-finisher with great communication skills

●   Passionate about customer experience

●   Analytical, attention to detail and organised

●   Commercial driven

 

The Climbing Hangar is a place where first time climbers and lifelong fans can be a part of a fun and friendly community of people, and get access to a calendar of social events, classes and competitions. 

It's a place where kids can enjoy a physical and mental workout alongside siblings and new friends. It's a place where you can leave your personal problems and political worries at the door, and focus on being nice and getting your feet off the ground. 

If that sounds like a bit of you, send your CV and covering letter to [email protected].

Good luck. 

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