The office & operations manager plays a central role in the day-to-day running of Tyne Cruises and is responsible for supporting the commercial, operational and administrative functions of the business.
Acting as the primary point of contact for customers, suppliers, local partners and staff, this position helps ensure the smooth running of both the office and onboard operations. The role combines customer service, administration, finance, compliance, marketing and operational support, making it a key position within the business.
The office & operations manager will oversee booking enquiries, customer communications, supplier relationships, stock ordering, financial administration, staff records, training documentation and company compliance requirements. They will also support website management, social media activity and business reporting, whilst assisting onboard during busy periods where required.
As a growing business, Tyne Cruises requires a proactive and highly organised individual who can work independently, manage multiple priorities and help drive the continued success of the company.
Overview of Job Functions
Customer Service & Bookings
- Manage customer bookings and enquiries.
- Handle booking amendments, cancellations and refunds in accordance with company policies.
- Respond to customer complaints and feedback professionally.
- Coordinate group and private hire enquiries from initial enquiry through to event delivery, working closely with directors, crew and customers.
- Assist customers via telephone, email, website chat and social media.
Finance & Reporting
- Process supplier invoices and prepare payments in accordance with company procedures
- Maintain financial records and documentation.
- Assist accountant with bookkeeping requirements.
- Prepare information for the company accountant.
- Work closely with the company accountant on bookkeeping, VAT and reporting requirements.
- Assist with preparation of monthly shareholder reports.
HR & Training
- Maintain employee records.
- Coordinate staff induction and training.
- Manage crew rotas and scheduling.
- Ensure training records remain up to date.
- Support recruitment activities.
Operational Support
- Assist with passenger boarding and disembarkation when required.
- Provide support on the quayside during busy periods.
- Assist onboard during sailings where operationally required.
- Support special events and private hire operations.
Marketing & Digital
- Update website content.
- Manage social media accounts.
- Respond to online enquiries and website chat.
- Monitor customer reviews and feedback.
- Act as superuser for company Microsoft 365, OneDrive and IT systems.
Supplier & Partner Management
- Maintain relationships with approved suppliers.
- Monitor and maintain stock levels across office, vessel and storage locations.
- Liaise with tourism partners, hotels, attractions and local businesses.
- Support partnership opportunities and promotional activities.Compliance & Licensing
- Maintain bar licensing records and documentation.
- Ensure operational paperwork remains up to date.
- Maintain company policies and procedures.
- Assist with audits and inspections.
Essential Skills Required
- Excellent organisational skills.
- Strong communication skills, both written and verbal.
- Friendly and professional telephone manner.
- Strong attention to detail.
- Competent with Microsoft Office and email systems.
- Ability to manage multiple tasks and priorities.
- Problem-solving mindset.
- Ability to work independently and as part of a team.
- Customer service or administration experience preferred.
- Reliable, professional and highly organised.
Hours of Work
This is primarily an office-based role located at our office at the Tyne Tunnel Trading Estate in North Shields. Normal office hours are expected to be Monday to Friday; however, flexibility will be required to support weekend, evening, bank holiday and peak seasonal operations.
Equipment Provided
The successful candidate will be provided with:
- Company laptop
- Company mobile phone
- Access to company IT systems and software
The company telephone must be monitored during office hours. Voicemail messages received outside office hours should be reviewed and responded to at the earliest opportunity on the next working day.
Location
Primary place of work will be at our office at the Tyne Tunnel Trading Estate in North Shields. The role will also require occasional attendance onboard and at quayside locations as required by the business.
Job Types: Full-time, Permanent
Benefits:
- Free parking
- On-site parking
Work Location: In person
