DUTY MANAGER/ADMIN ASSISTANT

Join our team! 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. Big Rock’s climbing offer is designed around progression, with each facility providing a pathway from first experience to elite performance.

We are looking to recruit a Duty Manager/Admin Assistant to join our team, based across our Kingston and Bletchley sites in Milton Keynes. This unique role would suit a conscientious and motivated individual with experience of scheduling and administrative tasks. The position will be permanent and full-time (40 hours per week) with daytime, evening, and weekend shifts required. Supplementary instructional work may also be available.

As a Duty Manager, you will be responsible for opening and closing the centre and ensuring safe and efficient operation. This will include various tasks and responsibilities:

• H&S policies
• Money handling
• Bookings for instructed sessions
• Regular checks
• Overseeing the café and prep of light meals and hot drinks
• Promoting a good atmosphere throughout the centre

In the role of Admin Assistant, you will assist in maintaining the smooth running of our bookings office, answering emails relating to group and individual bookings, coordinating the instructor staff rota, and answering calls relating to session options and availability. You should be capable of working both individually and alongside the Administrator, Duty Managers, and other members of the team.

The ideal candidate will have excellent communication and customer service skills, be motivated, thorough, and conscientious with the ability to complete tasks efficiently. Ideally, you will have experience working within the leisure industry or mixed activity centre, managing a small team. You should have the ability to express yourself with confidence to both customers and a staff team, have excellent customer service skills and strong problem-solving skills.

Essential skills:

• Energetic, motivated and have a genuine passion for customer service
• Self-motivated with the ability to use own initiative and strong problem-solving skills
• Meticulous attention to detail
• Genuine enthusiasm for working with people
• Excellent organisation and time management
• Excellent communication with a high level of interpersonal skills
• Exceptional professionalism and telephone manner
• The ability to work both independently and as part of a team
• Confident team leader
• An understanding of working in a busy environment, including cafés
• Experience of working with an EPOS system, and bookings and membership management systems
• Experience scheduling rotas and classes/sessions
• Experience of fitness and training or the leisure industry
• Climbing Wall Instructor or Rock Climbing Instructor
• A minimum of First Aid at Work
• An interest in climbing

Although previous experience and qualifications would be advantageous, we are prepared to consider anyone who feels they may fit this role and we believe in finding the right person even if they don’t exactly fit the description above.

Other duties and responsibilities include:

• Acting manager in the absence of the operations and front-of-house managers
• Answer customer queries in a courteous, timely and welcoming manner
• Take and manage bookings online, via email, face-to-face and over the phone for both centres
• General reception, café and centre work, including but not limited to instruction, route setting, cleaning, and food preparation
• Assist with rotas, manage leave requests, and schedule instructed courses and sessions
• Supervision of crew members, casuals, freelance staff and other subcontractors
• Cash handling in-line with the company policies and procedures
• Review timesheets and plan ahead to reduce costs
• Delegate and participate in floor walking, ensuring staff adhere to the Monitoring Customer Climbing Procedure
• Provide ongoing training to crew members
• Maintain the highest customer service standards; analyse and resolve customer service problems and complaints or escalate to a more senior staff member
• Suggest improvements to the management team and provide feedback on customer issues, complaints and comments
• Positively represent the company consistently to the benefit of the company, its customers and staff with the aim to promote new growth

Salary, Hours & Benefits:

• Starting Salary £26,286 rising to £27,535
• 40 hours per week (full-time)
• Shifts will include daytime, evenings, weekends and Bank Holidays
• Free climbing for you (plus a partner/family member after successful completion of probationary period)
• Continuous support towards training and courses
• 28 days holiday per year
• Enrolment into company pension scheme
• Staff discount in the gear shop
• Staff socials

Applications:

Applicants should apply by sending a CV and covering letter stating which position you are applying for to recruitment@bigrockclimbing.com. Please include management and climbing experience. Closing date: as soon as we find the right person!