Uplift Operations Manager

Location

Merthyr Tydfil, Wales | United Kingdom

Job description

Job Title: Uplift Operations Manager

Reporting to: COO

Supervisory Responsibilities: Uplift Team leader and Uplift Drivers

Salary: £30'000.00

About BikePark Wales

BikePark Wales is the UK’s number one mountain bike facility located at Merthyr Tydfil on the edge of the Brecon Beacons national park just 25 minutes north of central Cardiff.  The park is now an internationally recognised destination and a mecca for mountain bikers, descending on Myndd Gethin, a 491-metre summit.

BikePark Wales is a young, successful business which is growing fast. 

The current offering includes over 40 world class mountain bike trails, a vehicular uplift service, café, bike shop, bike hire, coaching and events but an ambitious development plan is now underway to both improve the existing services and add new products to the existing site.

The Role

We are looking for an energetic and motivated leader to join our team in a new position as our Uplift Operations Manager; This role will work alongside the transport management team and operations team, leading the daily delivery of a quality uplift experience for our customers.

You will be responsible for managing the customer focused operational element of the department, working with the transport team to deliver a world class uplift service. Creating and maximising an energetic atmosphere, driving both customer and team morale to the absolute max!

You will need to bring the team with you on a journey of continual improvement and a requirement to maintain standards and queue/load kpi’s every day, busy or quiet.

You will be responsible for all aspects of controlling the uplift operation to maximise customer satisfaction.  This will require that you have an excellent understanding of the influencing factors on the operation, load times, driver breaks, queue management, ensuring all available buses are in the right position for loading to begin, strapping process, health and safety, energy and speed, customer engagement etc

You will own responsibility for ensuring compliance with our agreed level of service, motivating the driver team and focussing on their individual contribution to the success of BikePark Wales.  You will work with the Transport Management team in recognising achievement and rewarding performance along the way.

You will be responsible for the performance of duty managers and queue hosts when on the uplift operation and ensure their adherence to our agreed level of service, including regular training and feedback to their line managers.

You will create and report metrics on the performance of the uplift service in general and generate reports showing the individual efficiencies of the whole driver team to ensure they meet individual as well as group kpi’s.

You will be expected to lead by example on engaging with our visitors, providing key information and messages throughout their visit.

You will have a passion for, previous experience with quality visitor experiences and will consistently deliver our service vision.

Leadership and motivational skills are essential for this role, as are excellent interpersonal, organisational and communication skills. You will support and encourage strong team working across all departments.

You will be expected to spend between 3 and 5 days (5 in school holidays) at the uplift pick up point and the remaining days working as a duty manager in the centre and on direct uplift operations related activities.

Duties and responsibilities to include:

Manage the day-to-day uplift operations

Be proactive in the management of the service, making prompt informed decisions to improve the service on the day. Drive continual improvement

Act as a customer service champion, setting the standards of our Service policy, leading and supervising the Transport team in delivering exceptional service to all our visitors, in the day-to-day operation.

Responsibility to ensure the team are maintaining high standards of vehicle cleanliness, both internal and externally, to maintain an excellent company image.

Assist the Transport Manager in creating, and delivering team training for the department around operation and customer service objectives and ensuring the team are in tune with uplift operations processes, agreed level of service and kpi’s.

Work with the Transport Manager in achieving the department KPIs relating to the service operations

Assist with site presentation, daily responsibility for ensuring the Transport department ‘zone’ is presentable.

Working with the Transport Manger to create a safe working environment for the team and visitors

Create and report uplift performance metrics on individual driver and team scale and use this data to make decision and drive improvements

To adhere to existing working practices, methods, procedures, undertake relevant training and development activities and to respond positively to new and alternative systems.

To co-operate with relevant health and safety legislation, policies and procedures in the performance of the duties of the post.

To carry out the duties and responsibilities of the post in compliance with the Company’s equal opportunities policies.

To maintain confidentiality and observe data protection and associated guidelines where appropriate.

To understand and comply with the Company’s environmental policies.

To carry out any other reasonable duties and responsibilities within the overall function, commensurate with the grading and level of responsibilities of the post

Key skills:

Genuine interest in BikePark Wales and a passion to help shape the future

Experience and an understanding of what “excellent” uplift service looks like

Ability to deliver and lead on exceptional standards of customer service

Strong people skills enabling great working relationships with team members as well as visitors

Fun, personable and highly motivated self-starter that can enthuse and motivate a team

Ability to supervise a team in a constantly busy, multifaceted department

Solid communication skills in the development of customer relationships, managing questions and complaints calmly and decisively

Strong written, verbal, and non-verbal communication skills

Ability to monitor, report, make decisions and drive change

Desirable skills:

Full, Clean British Driving Licence qualified to D1, D1E, DE (no 101 restriction) – Willing to obtain these qualifications

PSV CPC

Digi tacho driver card (required)

Experience working within the Transport industry

Passion for Mountain Biking, ideally a rider yourself

Good knowledge of relevant Health & Safety procedures

Enhanced DBS certificate

First Aid

Ability to communicate in the Welsh language

If you wish to apply for this role, please e-mail [email protected]

Note: The details contained in this Job Description summarise the main expectations of the role at the date it was prepared. The nature of individual roles will evolve and change as the service develops and grows. Consequently, BikePark Wales will review and revise this Job Description as required in consultation with post holders.

BikePark Wales welcomes enquiries and applications from everyone and values diversity in the workplace. A commitment to promoting diversity and developing a workplace environment where all staff are treated with dignity and respect is central to our recruitment process.

BikePark Wales is responsible for deciding how it holds and uses personal information about you and complies with all data protection law and principles. Any personal information that you provide to us during the recruitment process will be stored on a computer to assist with the administration of the recruitment process.

We will use the personal information we collect about you to:

Assess your skills, qualifications, and suitability for the role;

Carry out background and reference checks, where applicable;

Communicate with you about the recruitment process;

Keep records related to our hiring processes; and

Comply with legal or regulatory requirements.

We also need to process your personal information to decide whether to enter into a contract of employment with you but we will not store your personal information for any longer than is necessary.

Job tags

Salary