Operations manager - united kingdom, warminster, wiltshire

the company:

our client is an innovative and pioneering organisation with a distinctive heritage. their guests receive a unique experience when they visit and they rely on talented people who are able to demonstrate exceptional technical skills and who want to excel in their role with them.

the job:

on their behalf, we are seeking an operation manager. in this role you will have a strong focus on providing the best possible guest experience through thorough health & safety procedures, training and documentation, exceptional customer service at every touch point. mentoring and developing team members as part of the operations succession plan.

responsibilities will include:

* support the development and implementation of operational plans to maximise profit performance, enhance the guest experience and ensure excellent guest satisfaction scores.

* evaluate the guest experience across all areas working with operational management to effect improvement.

* monitor quality standards and procedures directly linked to guest experience.

* ensure the smooth daily operation and practical procedures are in place

* support the development and implementation of our guest service training programme to enhance the guest experience and ensure excellent guest satisfaction scores.

* to manage responses to guest enquiries or complaints received across social media platforms.

* ensure full h&s compliance for all areas

* duty management duty for full site, on rota basis.

* develop and oversee guest feedback and/or complaints procedure.

* actively interact with guests, providing assistance and responding to escalated enquires and complaints

* work with marketing to establish a range of guest communication channels ensuring all are used effectively and appropriately.

* to produce reports based on guest feedback, identifying trends and communicate to management.

* train and develop team in line with agreed standards and processes to ensure high levels of customer service across all areas of responsibility.

* responsible for all controllable costs and managing operational costs in line with budget.

the person:

for this role our client is looking for someone who has experience in managing a team in a fast paced customer service environment.

- experience in a visitor attraction environment or customer services function.

- strong organisational and decision making skills

- people management and development

- data collection, analysis and reporting

- good organisational and time management skills

- excellent interpersonal skills

- flexibility and adaptability to juggle a range of different tasks and to work extra hours to meet deadlines.

- full uk driving licence

the location:

warminster, wiltshire

the salary:

cgbp35,000

the benefits

* 29 days holiday inclusive of bank holidays rising to 31 days after 5 years

* complimentary tickets

* 50% off annual passes for your friends and family, free entry for yourself.

* discounts on food and beverages and retail merchandise

* 20% off vip experiences, 10% off accommodation

* company pension

* life assurance cover

the hours:

you'll be employed on a permanent 40 hour contract, working 5 days out of 7, including weekends, evening and bank holidays as required. earliest start time 8am, latest finish time 8pm varying in accordance with opening times

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