Superviseur commercial/Superviseuse commerciale in Cheshire, Northwich

Join Our Team: Duty Manager

We’re excited to welcome a new Duty Manager at our Anderton Boat Lift Visitor Centre. Navigate your future and lock in your career as we keep our canals open and alive.

Working Hours & Location

This role follows a 37 hours, over a 7 day working pattern. This is a site-based role at Anderton Boat Lift, CW9 6FW.

Working across our visitor attraction, the Duty Manager will be responsible for the safe and efficient operation at Anderton Boat Lift, alongside leading and motivating a team to deliver outstanding customer service. The team will support this through engaging activity participation, the sale of goods and services, and the upkeep of a high-quality environment for all visitors.

The Duty Manager will champion the Trust’s values, both personally and through your team, helping to create an exceptional visitor experience. In this role, you will actively contribute to increasing revenue, enhancing customer satisfaction, and ensuring our sites remain welcoming and enjoyable places to visit.

Key Responsibilities

• Manage a team or teams of staff/volunteers delivering a safe environment and excellent customer service; for example in maintenance, retail, catering or operation of trip boats/other.
• Adoption of required emergency, safety, operational, financial, other processes appropriate to tasks.
• Plan and implement safe working procedures - creation of risk assessments and method statements, in line with the Trust’s Health and Safety Policy and standards.
• Customers dealt with to expected standards of courtesy and care; resolve concerns/complaints.
• Deliver targeted business plan objectives for services, projects, events, maintenance to planned expenditure budgets, regularly reporting on the same.
• Assist with identifying future priorities/business planning and budgetary planning.
• Maintain high standards of cleanliness and safety at the site.
• Identify maintenance requirements and prioritisation.
• Instigate local maintenance tasks where required; liaise with other operational teams, contractors and the Trust management structures as necessary for the execution of works.
• Coach, develop and support the team performance for required measures, including customer satisfaction and other service standards. Report on the same.
• Plan and lead volunteers undertaking tasks ensuring the application of Trust procedures and the provision of a safe working environment for volunteers, and a satisfying volunteer experience.
• Recruitment and retention of staff and volunteers to assist with the running of the attractions, ensuring staff and volunteer satisfaction is high and their duties are rewarding.

About you

You’re an experienced and confident team leader who can motivate staff and volunteers to deliver a safe, welcoming and high-quality visitor experience. You understand operational and safety procedures and can produce risk assessments and method statements when needed.

You handle customer enquiries and complaints professionally, and you’re comfortable delivering services and projects to agreed targets and budgets. You maintain high standards of cleanliness and safety, identifying and coordinating maintenance needs promptly.

You support, coach and develop your team, using performance measures and customer feedback to drive improvement. You also enjoy working with volunteers, ensuring they feel valued, supported and engaged.

Skills & Qualifications

• HND or Degree in relevant discipline or proven experience in a similar role.
• Relevant occupational qualifications in disciplines for bespoke tasks, for example food hygiene.
• Customer service training qualification – Welcome Host or equivalent.
• Valid driving licence appropriate to vehicle for specific roles.
• Trust minimum safety learning standards.
• Appropriate qualification in safety management, relevant to team discipline – NVQ level 3 Safety Management/NEBOSH General certificate.
• Proven experience in a customer facing relevant to the task required.
• Previous retail/catering experience - Desirable.
• Proven experience in direct sales, handling cash and the application of appropriate procedures.
• Proven experience in monitoring budgets and providing management reporting.
• Proven experience in leading and motivating teams; directing, prioritising and delegating daily tasks.
• Proven experience leading volunteers.
• Proven experience with the use of computers and software packages.
• Ability to work flexibly, in accordance with business demands.
• Ability to multi-task, and work prioritisation.