Lead Patroller

Reporting to: Chief Administrative Officer

Supervisory Responsibilities: Patrol Team

BikePark Wales is a young, successful business which is growing fast. The current offering includes over 45 world-class mountain bike trails, a vehicular uplift service, café, bike shop, bike hire, coaching, and events but an ambitious development plan is now underway to both improve the existing services and add new products to the existing site.

The Role:

We are looking for an energetic, responsible, and organised individual to join our team as Lead Patroller. This role will suit an outdoor, active individual that has a keen interest in first aid, dealing with customers, and supporting the Patrol team. With an excellent network of graded trails for all levels of riders, enjoying them safely is always our priority. We here at BikePark Wales take our duty of care very seriously and as part of our continual development and quest to provide excellent customer service we are hiring a full-time Lead Patroller.

As Lead Patroller, you will be the first on the scene of an accident to provide first response care and to assist the emergency services with locating and extracting casualties. In addition to attending incidents on site, the Lead Patroller will be responsible for ensuring patient report forms are completed and reporting processes are followed. You will lead the patrol team in ensuring all standards of care and compliance are adhered to, support in creating the monthly rotas, and assist in the creation of insight reports. This multifaceted role will involve supporting teams across the business as and when required, from checking in customers to working on the hill with the trail crew. No one day will be the same!

Reliability and adaptability are vital for this role, as are excellent interpersonal, organisational, and communication skills.

Duties and Responsibilities include:

• Offering first aid treatment to customers of BPW who have sustained an injury whilst at the park.
• Completing first aid recording procedures for every injured person and completing a follow-up call to inquire how their recovery is proceeding.
• Compiling reports on accident statistics.
• This role involves working within all departments required as and when, predominantly: Visitor welcome department, Uplift loading, car park attending, and Hire.
• Working with the Trail Crew Manager to assist with Trail Inspections once fully trained.
• Reporting any trail work that may be needed.
• Closing and opening trails where required, assisting the Heads of Departments in delivering a high standard of customer service at all times.
• Assisting customers with orientation and information.
• Checking customer ride bands whilst on patrol to ensure the safety of all riders.
• Processing on-the-spot fines for riders without ride passes.
• Adhering to existing working practices, methods, procedures, undertaking relevant training and development activities, and responding positively to new and alternative systems.
• Co-operating with relevant health and safety legislation, policies, and procedures in the performance of the duties of the post.
• Carrying out the duties and responsibilities of the post in compliance with the Company’s equal opportunities policies.
• Maintaining confidentiality and observing data protection and associated guidelines where appropriate.
• Understanding and complying with the Company’s environmental policies.
• Carrying out any other reasonable duties and responsibilities within the overall function, commensurate with the grading and level of responsibilities of the post.

Minimum Requirements:

• Comprehensive understanding of emergency Outdoor First Aid, holding current first aid qualifications ideally FREC3 level, as a minimum: 16-hour outdoor first aid and/or Community First Responder.
• Minimum of 1 year’s experience in management and supporting a team is essential for this role.
• Passion for and previous experience of quality visitor/customer experience.
• Exceptional personal standards and understanding of customer service.
• Ability to work independently, show initiative, and organise effectively.
• Ability to work under pressure, prioritise, and meet deadlines.
• A flexible approach to work and good communication skills.
• Excellent people skills with the ability to build strong relationships, internally and externally across all teams, strong communication skills both verbal and written.
• A keen interest in MTB and BikePark Wales and the outdoors.
• Full, clean UK driving license.
• Enhanced DBS certificate.
• FREC 3 or above.
• Valid ATV/QUAD certificate.
• DBS certified.
• Intermediate level or above biker and/or motorbike rider is desirable but not essential. Training will be provided.
• Being organised, honest, and reliable.
• Previous experience of working as a First Responder desirable, specifically with experience in controlling blood loss, securing broken limbs, and stabilising suspected spinal injury.

If you wish to apply for this role, please e-mail a CV and cover letter, detailing why you are the right person for the role to jobs@bikeparkwales.com

Note: The details contained in this Job Description summarise the main expectations of the role at the date it was prepared. The nature of individual roles will evolve and change as the service develops and grows. Consequently, BikePark Wales will review and revise this Job Description as required in consultation with post holders.

BikePark Wales welcomes enquiries and applications from everyone and values diversity in the workplace. A commitment to promoting diversity and developing a workplace environment where all staff are treated with dignity and respect is central to our recruitment process.