This isn’t just another Operations Manager role...
We’re looking for someone who wants to become part of our journey. Someone who enjoys seeing a business and their role in it evolve, takes pride in delivering exceptional visitor experiences and gets excited by helping build something special over time. As the Centre grows, there will be opportunities to become involved in new projects, develop your own skills and play an important part in the future success of one of Wales’ most exciting visitor attractions.
The British Bird of Prey Centre has recently relocated to its own 24-acre site in Idole, Carmarthen and is continuing to develop into a unique destination for wildlife, tourism and hospitality. Already home to our award-winning bird of prey experiences, the site also includes a café, retail and visitor facilities, with exciting long-term plans to expand our offer through new visitor experiences, events, weddings, accommodation and other complementary developments.
The Operations Manager will be responsible for ensuring the Centre operates efficiently, safely and to an exceptional standard every day. You’ll lead the day-to-day operation of the business, oversee our team, facilities and visitor experience, and ensure we continue to deliver outstanding customer service. Alongside your operational responsibilities, you’ll have the opportunity to contribute ideas, support new projects and help bring future developments to life as the business continues to grow.
The Role
Operational Management
- Lead the day-to-day operation of the Centre, ensuring a safe, efficient and welcoming environment for visitors, staff and birds.
- Oversee visitor services, admissions, café, retail, events and general site operations.
- Ensure consistently high standards of presentation, cleanliness and maintenance across the site.
- Develop and improve operational procedures to support a growing business.
- Monitor operational performance and identify opportunities to improve efficiency and service delivery.
Team Leadership
- Manage, motivate and develop the operational team, and lead by example, remaining hands-on where required.
- Support recruitment, induction and training of new staff & volunteers.
- Carry out regular one-to-ones and performance reviews.
- Create staff rotas to ensure appropriate cover.
- Foster a positive, collaborative and customer-focused culture.
Business Development & Continuous Improvement
- Support the ongoing development of the Centre and its facilities.
- Identify opportunities to increase visitor numbers, visitor spend and customer satisfaction.
- Monitor visitor feedback and operational performance, recommending improvements where appropriate.
- Help implement new systems and processes that improve
- efficiency and support business growth.
Visitor Experience
- Ensure every visitor receives an outstanding experience.
- Monitor customer feedback and implement improvements.
- Resolve customer issues professionally and positively.
- Support the delivery of memorable events and experiences.
Facilities & Site Management
- Oversee maintenance of buildings, grounds and visitor facilities.
- Coordinate contractors and maintenance schedules.
- Ensure the site remains safe, welcoming and accessible and always presents to the highest possible standard.
Health, Safety & Compliance
- Ensure compliance with health and safety legislation.
- Maintain risk assessments and operational procedures.
- Support compliance with zoo licensing requirements and internal policies.
- Ensure staff receive appropriate training.
- Promote a strong culture of safety, welfare and continuous improvement.
Person Specification
Essential
- Previous management experience.
- Strong leadership and people management skills.
- Excellent organisational and problem-solving abilities.
- Commercial awareness with the ability to identify opportunities for improvement.
- Excellent communication and interpersonal skills.
- Ability to prioritise workload and remain calm under pressure.
- A hands-on approach and willingness to support the team where needed.
- Strong customer service ethos.
- Full UK driving licence.
- Flexible approach to weekend, bank holiday and seasonal working.
Desirable
- Knowledge of café and retail operations.
- Project management experience.
- Experience delivering events.
- Health & Safety qualification.
- First Aid qualification.
- An interest in conservation, wildlife or environmental education.
Salary
Circa £35,000 per annum dependent on experience
Pay: £35,000.00 per year
Work Location: In person
