Duty Manager (Customer Services)

The Duty Manager will support the Centre Manager with the day-to-day running of High Rise to achieve our commercial goals. They will be responsible for acting up in the Centre Manager's absence. This is a hands-on role and the successful candidate will be required to provide ongoing training and coaching for the staff team and will be responsible for maintaining excellent standards of customer service whilst ensuring full compliance with our Health & Safety guidelines.

High Rise is busy, lively and active, and we expect high standards from our team so we can offer the very best customer service to our valued guests of all ages, backgrounds and abilities. In return, we offer a competitive salary together with a wide range of benefits including generous staff discount, free uniform and parking, sociable hours and the opportunity for training, personal and professional development and career progression.

Responsibilities

• Supporting the Centre Manager in the day-to-day running of High Rise.
• Acting as a Designated Responsible Person for emergency situations, including First Aid and Fire Warden duties.
• Working across all areas of the centre including providing cover at reception, the café, Clip N Climb arena etc.
• Ensuring the centre is safe, welcoming, and complies with Health and Safety, Child Protection, and Vulnerable Adults guidelines.
• Leading by example to provide excellent customer service and ensuring high standards are maintained.
• Handling customer enquiries, issues, and complaints professionally and escalating when necessary.
• Maintaining cleanliness and presentation standards, reacting to situations as they arise.
• Assisting with the training and supervision of new staff, in collaboration with HR.
• Monitoring team performance to ensure consistent, accurate, and high-quality customer interactions.
• Participating in staff training and contributing to the development of company services and processes.
• Adhering to Key Holder Roles and Security & Confidentiality policies.

Skills and Qualifications

• Experience in a managerial or supervisory role, ideally in a customer service, leisure, or hospitality setting.
• Comfortable using Microsoft Office and basic customer management systems.
• Flexible team player and willing to take on a range of duties including working on the café, reception and climbing arena.
• Must be able to work every Saturday and Sunday 9am-6pm.
• This role requires a basic criminal record check (AccessNI).

Desirable Skills

• Emergency First Aid at Work certificate is desirable.

Further Information

Hours of work are on a rota basis and will generally be between the below hours unless we have a private booking in which we may open additional hours/days:

• Thursday: 9:00am-5:45pm
• Friday: 9:00am-8:15pm
• Saturday: 9:00am-6:15pm
• Sunday: 9:00am-6:15pm

To apply for the Duty Manager role, please email your CV along with a covering letter clearly demonstrating how you meet the essential criteria of the role. We welcome applications from all suitably qualified persons.