Duty Manager - The Lock Climbing Wall

The Duty Manager will ensure The Lock Climbing Wall operates safely, effectively and efficiently whilst on shift, often acting as the senior and accountable person on site for a busy customer facing climbing wall. Excellent attention to detail is essential for this role, with a focus on ensuring safety and compliance with strict operating protocols whilst delivering excellent customer service to members and non-members alike. This role will play a key role in the short and medium term success of The Lock Climbing Wall, and of the wider Essex Outdoors service area.

Accountabilities:

• Key part of centre leadership team, contributing to the safe, effective and efficient operation of The Lock Climbing Wall, ensuring customer requirements are determined and allocated correctly and updated as required.
• Often acting as the senior and accountable person on site, overseeing safe operation of the climbing wall and supervision of users, including overseeing rope based health and safety rescues.
• Provide exceptional levels of customer service and communication to all customers of the Centre throughout their booking, identifying any changing requirements throughout their stay, and responding by resolving directly or by clearly communicating and influencing others.
• Lead and indirectly manage staff on duty, including customer service managing bookings and arrivals, and ensuring instructing staff are prepared for upcoming sessions, including management of the booking/group, payment, feedback, and all paperwork.
• Use the e-bookings system to manage climbing wall and pay and play bookings.
• Effectively manage the robust customer registration and record of entrance, ensuring that all necessary information is accurately recorded and collated.
• Acquire and exhibit excellent product knowledge and use specialist knowledge to provide information, advice and guidance to customers and colleagues on specific bookings.
• Actively promote the climbing wall and the wider Essex Outdoors service, including related offers being communicated in person and via proactive outbound sales techniques i.e. email and phone.
• Robust administration and processing of payments received, in person or over the telephone, and collation of all monies to be banked according to agreed processes.
• Playing a leadership role within the Centre, inspiring and exhibiting the culture and behaviours expected.
• Must be able to work flexibly across various aspects of climbing wall delivery.
• Specific individual and shared targets and objectives are defined annually within the performance management framework.

Qualifications:

• Educated to RQF level 2 (GCSE), or equivalent by experience.
• Evidence of continuing professional development and good knowledge in relevant professional area.
• Must hold a nationally recognised climbing qualification – Climbing Wall Instructor (CWI), Climbing Wall Development Instructor (CWDI) or Rock Climbing Instructor (RCI) – along with a relevant first‑aid qualification, and demonstrate the ability to learn specific skills necessary to oversee the safety of climbing wall users.
• Knowledge and understanding of managing the varied requirements of a busy operational centre.
• Experience of operating and working well under pressure is desirable.
• Experience of working within a learning / educational setting is desirable.
• Excellent attention to detail and organisational skills, with the ability to record, report and maintain data effectively, accurately and to deadlines.
• Excellent communication skills, both verbal and written, with the ability to build working relationships.