Operations Manager

Summary - 12 months maternity cover from mid July 2023
The Operations Manager is the brain behind the adventure business, they make our magical adventures happen by overseeing all operational logistics related to the delivery of adventure sessions and residential programmes for schools and groups. The Operations Manager line manages the Sales Coordinator, Logistics Coordinator, Adventure Hub Coordinator and Cafe Coordinator and the Hub Assistant and reports directly to the Head of Adventure. The Operations Manager is responsible for ensuring smooth running of the cafe, booking office, schools and groups bookings.

Responsibilities

Line management

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• Ensure that your direct reports work towards targets and within their budgets
  
• Sales: Support the sales coordinator with the development of the sales strategy
  
• Support the logistics coordinator coordinator to ensure seamless programme delivery tailored to the needs of the client
  
• Support the cafe coordinator with cafe and supplier management
  
• Support the Adventure hub coordinator with session scheduling for availability and capacity
  
• Support the hub assistants in their training and development
  

Finance

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• Ensure that Xero, SOS and Cash Flow are kept updated with accurate quotes and invoices in your department
  
• Agree payment schedules with clients and assist the support team in ensuring that clients pay their invoices on time.
  
• Use staff and resources in the most financially efficient way. Track this expenditure using the appropriate tools.
  
• Ensure that coordinators are aware of and providing you reports against their targets and expense monitoring.
  
• Work with the team to produce budgets and accurate cash flow forecasts,
  
• Provide reports to the Head of Adventure highlighting sales against target, expenditure capacity and efficiency.
  

Legal & Compliance

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• Check that all planned activities are designed in a way that complies with the ratios and constraints outlined in the TYF Standard Operating Procedures.
  
• Assist the Adventure Manager in scheduling appropriate guide monitoring and development.
  
• Ensure that all residential clients have signed the TYF Terms & Conditions.
  
• Ensure that all freelancers have signed the Freelance tender agreement
  
• Ensure personal information and contact details provided to TYF are stored and used in a way that adheres to Data Protection requirements.
  
• Ensure that your team with health and safety / supervisory staff responsibilities are to standard
  
• Assist the Adventure Manager in adding up date qualification documents to staff HR profiles
  

Recruitment

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• Drive the application process for the guide team and work with the admin team to confirm the demand of guides and qualifications needed.
  
• Support the Coordinators with the training of Hub Assistants.
  
• Develop and deliver a comprehensive training session for new course directors.
  
• Support the coordinators with rota management
  

Staff Management

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• Training, monitoring and supervising a team in order to give customers an outstanding experience, increase sales and comply with TYF policies.
  
• Support your team through their personal and professional development.
  
• Provide a nurturing style of management, allowing autonomy but offering support and advice where needed.
  
• Ensure that personal profiles are kept up to date with notes
  
• Research different personality types and work styles and discuss with your team. Learn from each other and identify the best ways of working together in order to best communicate in order to get the best performance from each other.
  
• Organise regular catch ups and official 121’s monthly in order to discuss performance and to check on their wellbeing
  
• Provide support in task prioritisation and efficiency.
  
• Delegate tasks professionally
  
• Understand TYF policies and procedures in order to share with your team.
  
• Manage your team's rota and time off requests.
  
• Support the wider team of managers at TYF to offer consistency and continue to build a supportive network within the team that promotes TYF’s culture.
  
• Recruit a team of passionate TYF enthusiasts and drive the recruitment administration process, sharing adverts with accurate and detailed job descriptions, holding interviews and handling all comms with the applicants.
  

Other responsibilities

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• Undertake any other duties as may reasonably be requested
  
• Maintaining a positive image of the brand at all times.
  
• Maintain equipment to a high standard.
  
• Share TYF’s story, values, and mission with our customers.
  
• Maintain an in-depth knowledge of TYF’s products and services in order to share with our customers and offer advice and recommendations when necessary.
  
• Ensure that customer experience is at the heart of everything that you do by projecting a professional and positive approach to all aspects of customer experience in order to deliver consistently superb customer satisfaction and encourage repeat business.
  
• Recognise and share potential marketing content as it presents an opportunity.
  
• Be accountable for your own development through the Performance and Development Review (appraisal) process seeking out opportunities to learn new skills.
  
• Take reasonable care for the health and safety of themselves and of others who may be affected by their acts or omissions at work.
  
• Support all staff with customer service in person and with the phones when needed
  
• Manage personal time off and holiday allowance
  
• Update supplier communication through CRM software
  

Sustainability and Impact

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• Be an ambassador for TYF's mission and positive change.
  
• Ensure that ethical and sustainability practices are considered through all decision making.
  
• Carry out tasks required with as minimal environmental impact as possible and work with TYF to ensure a net positive social and environmental impact is achieved across all responsibilities.
  
• Use your excellent storytelling skills to highlight environmental issues and encourage yourself, your colleagues and TYF’s customers and community to become environmental ambassadors.
  
• Be aware and up to date of local and global events that relate to TYF’s vision, mission and values.
  Skills
  
• Previous management experience required
  
• A confident, commercially aware and creative individual with excellent organisational skills and a high level of attention to detail.
  
• Excellent interpersonal skills with ability to communicate effectively to a variety of customers.
  
• Self motivated with the ability to work independently and as part of a wider team.
  
• An excellent grasp of different writing styles, grammar and effective written and verbal communication skills.
  
• A digitally literate and competent user of Microsoft Office and Google Suite.
  
• Awesome knowledge of TYF vision and values and an excellent ability to communicate this to customers.
  

Desired Experience

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• Undergraduate degree
  
• Bilingual
  
• Environmental activist
  
• Excellent knowledge of environmental issues, social justice and sustainability.
  

Staff Perks

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• TYF products and services: Discounts on adventure activities, equipment rentals, retail shop and cafe
  
• Personal Fund: All TYF staff accrue 0.60p per month (pro rata) that can be used towards their personal well being or learning development. The fund can be used towards anything that promotes physical or mental health and towards personal learning that may or may not be related to their role at TYF.
  
• Coaching & Development: We care about you and your wellbeing. All staff have a monthly one-to-one with their manager to ensure training is up to date and issues are addressed. In addition they are also able to access free life coaching and wellbeing guidance.
  
• Staff Roadtrip: Each year we organise a staff trip at the end of the season to celebrate together. Previous trips have included rafting in North Wales and canoeing on the Wye River.
  
• Climate perks: Together we can create change. All TYF permanent staff are eligible for up to two additional days of annual leave if they do not fly during the year.