Job Description

Job Title:

Operations Support Manager

Department:

Rugrats and Half Pints Limited

Reporting to:

Managing Director

Location:

Cirencester GL7 1YA

The

Operations Support Manager

plays a pivotal role in ensuring that all venues operate efficiently, safely, and to a consistently high standard. Working closely with the Managers/Team Leaders and reporting to the COO, this role drives operational consistency, supports financial and maintenance oversight, and ensures that every aspect of the business runs smoothly behind the scenes.

This is a hands-on, multi-site role that demands strong organisational skills, practical problem-solving, and a passion for operational excellence. You'll be the link between strategy and execution -- helping teams deliver a seamless, enjoyable experience for every guest.

Key Responsibilities

1. Operational Effectiveness

Collaborate with Managers to align operational practices and standards across all venues with particular attention to the flagship Cirencester site. Monitor daily operations and identify areas for improvement, developing and implementing practical solutions. Create and maintain Standard Operating Procedures (SOPs) to ensure clarity, consistency, and efficiency across sites. Support with performance analysis and reporting, identifying trends and opportunities for optimisation. Step in where needed to provide operational support and ensure business continuity during absences or periods of high demand. Streamline processes to reduce complexity, improve communication, and strengthen the guest experience.

2. Guest Experience

Define and uphold service standards that deliver an exceptional and consistent guest experience. Use feedback and insights from guest surveys and management teams to inform service improvements. Ensure facilities, equipment, and amenities meet quality and safety standards at all times. Promote a guest-first mindset throughout all operational areas.

3. Cost Control and Financial Management

Assist in budgeting, cost tracking, and financial reporting for operational areas. Manage supplier contracts and negotiate competitive rates to ensure cost efficiencies across sites. Provide insight into resource allocation, operational costs, and opportunities to improve margins.

4. Facilities and Maintenance

Oversee planned and reactive maintenance across all sites, ensuring minimal operational disruption. Conduct regular site inspections and maintain records of maintenance schedules and compliance checks. Manage relationships with contractors and suppliers, ensuring work is completed to the required standards and timescales. Coordinate Planned Maintenance Visits (PMVs) and ensure costs are effectively controlled and forecasted.

5. Health and Safety

Support site management in maintaining full compliance with health and safety legislation and company policies. Assist in delivering and reviewing health and safety training, risk assessments, and incident reporting. Promote best practice and continuous improvement in safety culture across all teams. Ensure documentation and compliance records are accurately maintained and regularly reviewed.

6. Capital Projects

Work alongside senior management and design teams to plan and deliver capital expenditure (Capex) projects, refurbishments, and operational upgrades. Manage project timelines, budgets, and communications with contractors and stakeholders. Monitor progress and proactively resolve issues to ensure successful outcomes. Identify opportunities to improve guest experience through design, layout, and operational changes.

7. Communication and Leadership

Support the COO in communicating business objectives, operational priorities, and key updates to managers and teams. Ensure consistent communication of company values and goals across all sites. Collaborate with managers to maintain clear expectations, consistent standards, and a shared understanding of objectives.

8. New Site Openings

Contribute to planning and implementing operational systems and processes for new sites. Support site readiness during pre-opening phases, ensuring smooth transitions from construction to operation. Incorporate learning and best practice from existing sites into future launches to drive continuous improvement.

Person Specification

Essential:

Experience in operations management within leisure, hospitality, play, or family entertainment environments. Strong knowledge of health and safety compliance and facilities management. Excellent organisational, communication, and interpersonal skills. Proven ability to manage multiple priorities and deliver results across multiple locations. Financial awareness, with experience managing budgets and supplier contracts. Hands-on, proactive approach with strong problem-solving and decision-making skills.

Desirable:

Experience in opening or refurbishing new venues. Familiarity with family entertainment, play, or community-based leisure environments. IOSH or NEBOSH certification (or willingness to complete training).

Why This Role Matters

The Operations Support Manager ensures that every site operates with excellence -- not just in how it looks and feels, but in how it performs day to day. It's about consistency, quality, and reliability -- keeping standards high, costs controlled, and teams aligned so that families can focus on what matters: enjoying their time together.

Job Type: Full-time

Pay: 40,000.00-45,000.00 per year

Education:

Bachelor's (preferred)
Work Location: In person