The Role 😊

The post-holder will have responsibility for the operation of the centre during opening hours and is the designated First Aider when the centre is open. As a Duty Manager you will provide a reference point to all the day’s activities for both staff and customers; ensure that safety procedures are followed; will provide a friendly, efficient service for our customers and support the staff in the centre working in their specialist roles.

We’re looking for two DMs to join the team: 1 permanent role and 1 fixed term role contracted until 31/08/2027, both paid at £19.57.

Both roles are part-time 16-24 hours a week, with availability and willingness to work evenings, weekends, and holidays.

Inclusivity Statement 🩷

The Castle values inclusivity and encourages you to bring your whole self to work. We understand the importance of work-life balance, and will do all that we can to support a healthy one. As a growing business, we’re here to encourage you to develop and pursue your professional and personal aspirations. It’s talent that matters to us and we encourage applications from people irrespective of their gender identity, race, sexual orientation, religion, age, disability status or caring responsibilities. Please let us know if you need accommodations during the application process.

Main duties & responsibilities✨

Customer Service/Communication

Acting as information point to support staff to ensure the smooth running of the centre.
Assist customers with requests that have been escalated by phone, email or in person.
Provide friendly and effective advice on best practice and safety to all within the centre including non-climbing activities.
Ensuring that prospective customers are aware of the range of courses and memberships offered by the Castle (and informed of any developments/changes to this range).
Responding to customer queries and directing them to the appropriate manager.
Troubleshooting IT issues on the day that might impact customer service.

DM Administration

Preparation of the centre to open and ensure the appropriate closing at the designated time.
Floorwalking in the centre to ensure customers adhere to safe climbing practice and where needed perform rescues in emergency situations.
Ensure the correct operation of the centre’s safety policy with regard to customer registration and visits and maintain the records which support it.
Dealing with crisis and emergency situations that impact the operations of the centre on the day.
Respond to fire alarm and in the event of a fire coordinate the evacuation of the centre.
Appropriate maintenance and/or escalation to ensure the upkeep, cleanliness, operation and safety of the centre.
Routine PPE inspections, cleaning and maintenance tasks as directed by the Senior DM and DMM.

Teamwork

Supporting the Reception team with processing and facilitating customer entry using our till system.
Supporting the Shop and Café teams with customer service and enquiries.
Supporting the Reception and Bookings Team by processing customer bookings using our bookings databases.
Supporting the instructing and coaching teams on the day.
Resolving issues with booking and instructor allocation (e.g. administrative error, empty courses).
Working with the department Managers to source appropriate cover to ensure the smooth operation of the centre.
Finding short notice/on the day shift cover when department managers are unavailable.
Attend Trainings, Meetings and Workshops.

Designated First Aider

Providing effective First Aid when required to staff and customers.
Liaising and coordinating First Aid incidents with emergency services where required.
Ensuring accurate and appropriate documentation and filing of all first aid cases treated.
Following up on first aid incidents, where necessary.

Sustainability

Provide feedback to Management to drive our sustainability strategy and action plan.
Promote sustainable practices to customers and staff and lead by example i.e., Advise on correct recycling/waste disposal; encourage use of reusable bottle/cup/crockery; encourage conscious consumerism.
Responsible on the ground for ensuring that we use our resources efficiently and take direct action where appropriate i.e., Report problems/faults which affect our environmental impact (electricity, water, waste) as early as possible, turn off taps and ensure heating and all electronic equipment are turned off overnight; general awareness of impact of energy usage (ex: heating).

How to apply ✍️

The recruitment process will consist of two stages: a first interview, and a second interview and practical.

Please submit a CV and Cover Letter. Your cover letter should outline why you are interested in this role, and how you believe your skills and experience make you a good fit. All applications must include a cover letter.

Deadline: 1st November at midnight.

Please contact HR@castle-climbing.co.uk if you have any questions or accessibility requirements.