Operations Manager

This is a key operational leadership position, combining strategic oversight with a strong hands-on presence within the centres.

You will work closely with the Managing Director, Centre Leadership Teams and central support functions to ensure that our centres continue to deliver safe, efficient and high-quality adventure experiences.

You will work within the existing Manor Adventure ethos, culture and tried-and-tested procedures that have contributed to the company's success over more than three decades.

This is not a role for someone looking to change things for the sake of change. We want someone who can understand what already works, support our existing leadership teams, maintain high standards and identify sensible opportunities for improvement.

Protect what works. Improve what can be improved. Help shape our future.

Your Responsibilities:

Operational Leadership

· Take full accountability for operational performance, safety and quality across the East Region.

· Develop strong and supportive relationships with Centre Leadership Teams.

· Ensure consistent delivery of company policies, procedures and standards.

· Maintain a high-quality adventure product and customer experience.

· Work collaboratively with the UK Operations Manager – West to share best practice and ensure consistency across the wider business.

· Represent Manor Adventure and the interests of the Managing Director and Directors professionally and positively.

· Take ownership of issues and provide practical, solutions-focused support.

Safety & Compliance

· Ensure compliance with operating procedures and risk assessments.

· Maintain required external accreditations, including AALA and LotC.

· Liaise with Catering and Maintenance teams on HSE matters.

· Manage incidents and statutory reporting.

· Ensure industry best practice is applied consistently.

People & Leadership

· Support recruitment and interviews.

· Ensure appropriate qualifications and NGB requirements are maintained.

· Support HR with welfare and disciplinary matters.

· Advise Centre Managers on HR matters.

· Organise staff training and development.

· Ensure training requirements are met.

· Help develop a positive, professional and accountable culture.

Customer Experience

· Support teams with complex bookings, customer queries and complaints.

· Ensure professional customer communication and consistently high service standards.

Centre Operations

· Spend regular time at each centre.

· Walk the operation and assess standards.

· Build relationships with Centre Leadership Teams and staff.

· Lead by example.

· Maintain safety, presentation and operational standards.

· Resolve issues and provide practical support.

· Identify opportunities for development and improvement.

Procurement & Financial Management

· Support procurement and supplier management.

· Manage equipment ordering and external servicing.

· Support budget adherence and effective use of resources.

· Ensure expenditure is properly authorised.

Training, Development & Continuous Improvement

· Coordinate staff training and development.

· Review operational performance and identify opportunities to improve the business.

· Coordinate Technical Advisor visits, specialist advice and accreditation support where required.

· Provide regular reporting and operational insight to the Managing Director.