Purpose of the Role
The Operations Manager is responsible for the effective day‑to‑day running of the Grange Pavilion. The role ensures the building is safe, welcoming, compliant, and well‑maintained, supporting a vibrant programme of community activity.
This post leads on operations, health & safety, compliance, bookings, maintenance, and customer service, while also managing a small staff team. The role reports directly to the Charity Director.
The role includes line management of:
- Centre Assistants (rota‑based, including evenings/weekends)
- Volunteer Coordinator
Key Responsibilities1. Building Operations & Compliance
- Oversee the day‑to‑day operation of the Grange Pavilion building and Grange Pavilion gardens and Grange Gardens Park Keeper’s Hut.
- Ensure the facilities are safe, secure, clean, and accessible for all users.
- Lead on all health & safety responsibilities, including:
- Fire safety and evacuation procedures
- Risk assessments and risk register maintenance
- Legislative and regulatory compliance
- Contractor and supplier management
- Manage janitorial duties, building checks, and planned and reactive maintenance.
- Oversee maintenance of the green and outdoor spaces.
- Ensure robust systems for reporting, prioritising, and resolving maintenance issues.
- Develop and maintain operational policies and procedures.
2. People Management
- Line manage Centre Assistants, including rota planning, supervision, and performance management.
- Line manage and support the Volunteer Coordinator, ensuring volunteers are welcomed, trained, and supported.
- Provide leadership, coaching, and professional development for the operations team.
- Foster a positive, inclusive, community‑focused working culture.
- Positive working relationships with partners.
- Lead on staffing rotas, ensuring consistent, transparent and equitable advance planning of shift rotas
3. Customer Service & Community Engagement
- Ensure a consistently high standard of customer service across the team.
- Act as a first point of contact for visitors, hirers, and community members when required.
- Oversee responses to enquiries via face‑to‑face, email, telephone, and website.
- Build strong relationships with community groups, partners, and regular hirers.
- Support the delivery of events, activities, and projects, including hands‑on setup (tables, chairs, equipment).
- Promote a welcoming, inclusive environment for all users.
4. Bookings & Programme Support
- Oversee the bookings system, ensuring efficient administration of room hire, invoicing, and calendar management.
- Ensure all groups and activities are accurately recorded and appropriately prioritised.
- Consult with users to ensure services are needs‑led and responsive.
- Support regular hirers to ensure their activities can run successfully.
- Manage out‑of‑hours access arrangements and ensure appropriate staffing cover.
- Support feedback and evaluation of bookings
5. Administration & Governance
- Ensure smooth operational administration, including clear lines of responsibility for security, health and safety, and maintenance.
- Maintain accurate operational records and documentation.
- Prepare reports, data, and updates for the Charity Director to report to the Board, including monthly Operation Manager’s Reports.
- Support the preparation of Board papers and attend Board meetings when required.
- Meet with representatives of the Grange Pavilion CIO People and Culture Committee
- Collaborate with colleagues to review and improve operational processes and procedures.
- Gather data to feed into analysis informing management decisions and identify trends.
6. Finance & Record‑Keeping
- Oversee financial administration related to bookings, including:
- Raising invoices
- Monitoring payments
- Maintaining accurate income records
- Ensure supplier invoices and expense claims are processed promptly.
- Contribute to monthly financial reporting for the Board.
- Maintain accurate and compliant financial records.
- Maintain record keeping related to bookings
- Maintain record keeping related to user experience, incidents, issues and complaints
- Maintain all records in compliance with GDPR requirements
7. Communications & Publicity
- Oversee maintenance and updating of the Pavilion website and social media channels.
- Support the promotion of activities, events, and venue hire.
- Generate content for publicity campaigns and digital communications.
- Network with partners, supporters, and stakeholders to raise the profile of the Pavilion.
- Build and maintain strong relationships with communities, groups, individuals, and partners.
8. Other Requirements
- Work flexibly, including occasional evenings and weekends, to support activities and events.
- Assist with physical tasks such as setting up rooms, moving tables/chairs, and event equipment.
- Undertake training and professional development relevant to the role.
- Carry out any other duties commensurate with the level of the post.
- Adapt to the evolving needs of the Pavilion and its community.
Person Specification: Buildings & Operations ManagerEssential CriteriaExperience
- Experience in managing the day‑to‑day operations of a building, venue, community centre, or similar facility.
- Experience overseeing health & safety, compliance, and risk management processes.
- Experience supervising or line managing staff, volunteers, or rota‑based teams.
- Experience managing bookings systems, room hire processes, and customer enquiries.
- Experience working directly with the public, community groups, or service users in a customer‑facing environment.
- Experience working with contractors, suppliers, and maintenance providers.
- Experience maintaining financial records, raising invoices, and monitoring income/expenditure.
- Experience using digital tools such as booking systems, social media, and website content management.
Knowledge
- Understanding of health & safety legislation, fire safety, and building compliance requirements.
- Knowledge of safeguarding principles and inclusive practice in community settings.
- Understanding of the role of community hubs and the needs of diverse user groups.
- Awareness of good practice in volunteer management.
Skills & Abilities
- Excellent organisational and administrative skills, with the ability to manage multiple priorities.
- Strong communication skills, both written and verbal, with the ability to engage confidently with a wide range of people.
- Ability to lead, motivate, and support staff and volunteers.
- Ability to problem‑solve and respond calmly and effectively to unexpected situations.
- Competence in maintaining accurate records, producing reports, and analysing data.
- Ability to manage bookings, calendars, and operational systems efficiently.
- Ability to work independently, take initiative, and make informed decisions.
- Comfortable with hands‑on tasks such as setting up rooms, moving furniture, and basic building checks.
Personal Qualities
- Welcoming, approachable, and community‑minded.
- Flexible and adaptable, with a willingness to work evenings/weekends when required.
- Reliable, responsible, and committed to maintaining a safe and inclusive environment.
- Proactive, solution‑focused, and able to anticipate operational needs.
- Respectful of confidentiality and professional boundaries.
Desirable CriteriaExperience
- Experience working in a charity, community organisation, or social enterprise.
- Experience supporting or delivering community events and programmes.
- Experience preparing papers for Boards, committees, or governance groups.
Knowledge
- Knowledge of facilities management best practice.
- Understanding of community development principles.
- Awareness of environmental sustainability in building operations.
Skills & Qualifications
- Proficiency in Welsh or another community language
Pay: £31,000.00 per year
Application question(s):
- Please provide a COVER LETTER in addition to a CV in order for us to consider your application
Work Location: In person
