Job Purpose

See compensation detail in our 'What We Offer' section below. 

We are the charity who look after and bring to life 2,000 miles of waterways across England and Wales, because we believe that life is better by water. Every role across the Trust plays its part in transforming our canals and rivers into spaces where local people want to spend time and feel better, bringing wellbeing benefits to millions.

Our Duty Managers (2 posts) will join a small, friendly team at the historic waterside attraction, The Canal Museum, (Northamptonshire) home of the country’s first ever canal museum, based in the heart of the idyllic village of Stoke Bruerne which is over 200 years old.  These 2 posts will play a critical role in helping us to deliver a world class visitor experience ensuring our visitors have an unforgettable time,  whether they are visiting our new café, shop, museum or coming to one of our events.  If you love working with people and want to ensure every visit to us is special then this could be for you.

1. General Operations - Events, programming and retail; overseeing the development of a range of events and supporting retail across the year.

Leading on great experiences this role will ensure that visitor expectations are exceeded encouraging repeat visits and creating new audiences through developing innovative event programming and ensuring a quality retail offer in the shop seasonally. The post holder will ensure that their team, including volunteers will be highly motivated and well trained to deliver exceptional and consistent customer service. This role line will support the creation of new volunteer roles including developing inductions and ensuring that their volunteering journey is enjoyable and enriching.

2. Hospitality/Catering - Food & Beverage; overseeing the commercial kitchen, health/safety and seasonal menu creation.

This post will lead specifically on the delivery of a high quality  food and beverage offer in our new canal themed café. As well as leading the day-to-day food and beverage operations both front of house and back of house in the commercial kitchen, this role is key in maximising income and profitability as well as developing new business opportunities. This role will drive the selection of sustainable food providers and suppliers create profitable, local seasonal menus that links to the unique theme of the site.

Both Duty Managers will take responsibility for a range of specific operations as required by the Visitor Services Manager such as Commercial units (retail, food & beverage); People Leadership (including task managing Volunteers, training, development, procedures); Operations (H&S, Collections & Archives liaison, projects); Marketing (print, data, IT, social media, website) , Property (maintenance, projects).   

The post holder will be dynamic, creative and innovative with ambition to deliver new activities and initiatives that set new standards within Visitor destinations.

The health and safety of our colleagues and visitors is of the highest importance and the Duty Manager will ensure the highest standards are maintained at all times, promoting the Trust’s values and behaviours. 

Working structure

Our Duty Managers work any 5 days out of 7 including statutory holidays and will include some weekend working. 

This flexibility is very important in order to be certain that we can respond to site needs when they occur.  Please only apply if you are happy to work an average of 37 hours a week on a rotating shift pattern, with some emergency call out expected. 

Knowledge, Skills/Qualifications & Experience

 Key Accountabilities:

• Lead teams of staff and volunteers that will deliver excellent customer service across the site including retail, food & beverage, trip boats, events, interpretation tours and talks.
• Create a culture of continuous improvement that encourages the team to raise the levels of staff satisfaction of working for the Trust and the overall visitor experience.
• To be visible when on shift, be pro-active to anticipate issues before they arrive; be meticulous with the details of how a heritage attraction should be presented each day.
• Embrace a sense of theatre to present a ‘performance‘ to our visitors each day – high standards in cleanliness, maintenance, interpretation, displays, activities, an amazing welcome and thank you goodbye.
• Maintain procedures that will ensure all legal, financial, maintenance and safety standards are met. Ensure all risk assessments and method statements are in line with the Trust’s Health and Safety Policy and standards.
• Assist the Attraction Manager to exceed the business plan objectives and to regularly report on KPI’s and any variations with action plans to address and variations. Contribute to developing budgets, forecasts and project plans that can be used for increasing the profitability of the site.
• Lead on compliance with all relevant legislation and Trust rules including Food Hygiene standards financial management and internal procedures to minimise risk.
• Lead on sales and F&B income generation ,target setting, controlling cost of goods and monitor resources daily taking actions to deliver KPI’s and budgets.
• Identify maintenance requirements and prioritisation. Instigate local maintenance tasks where required; liaise with other operational teams, contractors, the Trust management structures as necessary for the execution of works.
• Source and negotiate contracts with national and local suppliers, managing procurement, relationships and contracts.
• Support visitor experience programming with innovative, flexible and seasonal ranges, menus and promotional offers over a whole year, create and deliver promotional packages with local business to increase spend.
• Recruit, develop and support the staff and volunteer teams and monitor performance against the standards required. This includes direct visitor and social media feedback, qualitative research and financial KPI’s.
• Work flexibly over a 7 day rota.
• Always display the Trust values and behaviours linked to diversity and inclusion at all times. 

Knowledge, Experience & Skills:

• Proven experience in a similar role.
• Valid driving licence. 
• Proven experience in a visitor attraction customer service environment.
• Direct sales experience, handling cash and the application of appropriate procedures.
• Budgets, forecasting and management reporting.
• Leading and motivating teams; directing, prioritising and delegating daily tasks.
• Experience leading volunteers.
• IT proficiency including Microsoft Office, Outlook.
• Ability to work flexibly, in accordance with business demands, to multitask, and prioritise work and as part of a duty rota.