Night Supervisor
Pay: £4,992.00 per year
Hours: 7.5 hours per week
Location: Shepton Mallet Prison, Frithfield Lane BA4 5FQ
Role Purpose
As the Night Supervisor, your primary role is to oversee the safe and successful operation of evening and overnight activities at Cove Attractions, including paranormal events, Night Behind Bars experiences, private hire events and external site bookings. You will act as the designated on-duty representative for the attraction, ensuring exceptional customer service, maintaining site security, and prioritising the safety and welfare of all visitors, clients and contractors throughout.
The Role
The Night Supervisor role offers a challenging and rewarding opportunity for a customer focused and operationally minded individual to support the delivery of experiences at Cove Attractions. The ideal candidate will bring exceptional organisational skills, a deep understanding of customer service and visitor experience, coupled with the ability to manage operational responsibilities in a fast-paced environment.
Your primary focus will be delivering exceptional customer service while acting as the responsible on-site representative during evening and overnight operations. Working collaboratively with both internal and external stakeholders, you will ensure the safe, secure and professional delivery of events, hires and visitor experiences. The role includes responsibility for opening and closing the site, monitoring health and safety compliance, managing operational issues, responding to incidents, and ensuring the venue remains secure, clean and presentable throughout all activities.
The role requires flexibility, including regular weekend, evening/night, and bank holiday work, as well as carrying out any other duties reasonably required to support the operation of the attraction
Key Responsibilities
This section outlines the key areas of accountability for the role and the standards expected in each area.
Strategy & Delivery
Achieve Organisational Objectives:
· The Night Supervisor is responsible for contributing to the company’s overall customer service, experience and upselling goals and objectives. This includes meeting targets, improving performance, and contributing to the company’s success.
· Developing a deep understanding of all products and services offered at Cove Attractions to effectively assist customers.
Experience & Engagement
Customer Interaction:
· Welcome, brief, supervise and support external hire clients, paranormal groups, production companies, contractors and event organisers using the site.
· Oversee the smooth operation and logistics of evening events, overnight experiences and external site hires.
· Supervise visitors participating in our evening events, ensuring a positive experience.
· Ensure compliance with all health, safety, fire and emergency procedures throughout events and overnight operations.
· Confirm group arrangements for the evening, and ensure all guests, contractors and external clients are accounted for and have safely exited the site at the conclusion of activities.
· Act as the primary point of contact throughout events and hires, providing support, guidance and escalation where required.
Customer and Stakeholder Satisfaction:
· Ensuring that our customers, clients, and other stakeholders have their expectations exceeded with the quality of the service provided.
Operational Management & Compliance
Site Operations:
· Responsible for opening, securing and closing the site during evening and overnight operations.
· Act as the designated on-duty representative for Cove Attractions during assigned shifts.
· Ensure the security of the attraction during night operations, including monitoring site access, securing buildings and reporting security concerns or incidents.
· Ensure strict adherence to health, safety, security and operational procedures throughout all events, hires and visitor activities.
· Conduct routine site inspections before, during and after events to ensure the venue remains safe, secure and operational.
· Ensuring exceptional service and delivery.
· Demonstrating the highest levels of performance and conduct.
· Support with necessary cleaning duties.
Problem Solving:
· Identify and resolve any challenges or issues that may arise, finding solutions and mitigating problems effectively.
· Respond appropriately to incidents, emergencies, welfare concerns and operational issues, escalating where required and completing relevant reports or documentation.
Financial & Commercial Performance
· Promote products, experiences and secondary spend opportunities where appropriate, supporting departmental commercial objectives.
· Monitor stock levels and report replenishment requirements or issues to management as required.
Collaboration & Communication
Effective Communication:
· Ensure clear and transparent communication with visitors, colleagues and with other departments.
· Support cross-team collaboration at large evening events, including guest reception and beverage orders and service.
Key Performance Indicators
Performance in this role will be measured through a combination of quantitative and qualitative indicators aligned to the Cove Group’s PDR framework.
These include:
· Provide friendly, welcoming and engaging service
· Demonstrate proactive engagement with visitors
· Promote products and experiences
· Work collaboratively with both in-house and external teams to ensure the smooth running of events.
· Maintain strong feedback
· Demonstrate reliability, punctuality and professionalism
· Deliver safe and compliant evening and overnight operations
· Maintain site security and follow all opening and closing procedures
· Respond effectively to incidents, issues and customer concerns
· Maintain positive customer and client feedback
· Maintain compliance with health, safety and security procedures throughout all shifts
About You
An engaging and enthusiastic individual with a proactive approach to work. Highly organised and adaptable, with a positive attitude, a passion for delivering great results, and the ability to perform well under pressure while thriving in sociable team environments.
Essential Skills & Experience
· Flexibility
· Comfortable working evenings and nights.
· Strong customer service skills.
· Confidence in sole working, as well as functioning as part of a team.
· Friendly and approachable.
· Experience working in a customer-facing environment.
· Ability to work independently and make decisions confidently.
· Experience managing groups, events or visitor experiences.
· Understanding of health and safety responsibilities within an operational environment.
· Ability to remain calm, professional and organised under pressure.
· Ability to assess risk and exercise sound judgement when dealing with operational issues, incidents and emergencies.
Desirable
· An interest in heritage attractions, unique historic buildings or paranormal experiences.
Personal Attributes
· Reliable and accountable.
· Confident decision-maker.
· Safety conscious.
· Professional and calm under pressure.
· Engaging & enthusiastic.
· Motivated & proactive.
· Passionate.
· Organised & time efficient.
· Invites challenges & performs well under pressure.
· Sociable & flexible.
· A positive work ethic and attitude.
The Reward
This role is challenging and rewarding, offering the opportunity to significantly impact the success and recognition of Cove Attractions. You will find immense job satisfaction in taking ownership of the safe and successful delivery of evening and overnight experiences, ensuring visitors, clients and stakeholders receive an exceptional experience while maintaining the highest standards of safety, security and professionalism.
What We Offer
At Cove Group, we believe work should be something you look forward to. We’re building a culture where people feel valued, growth is constant, and purpose drives everything we do. You’ll be part of a team that’s passionate, collaborative, and proud of the difference we make every day.
As part of our culture promise, we offer:
- A collaborative, supportive, and values-driven environment.
- Fair pay, regular recognition, and genuine appreciation for your work.
- Opportunities for professional growth, learning, and development across Cove Group.
- Clear expectations, honest feedback, and leadership that lifts others.
- A positive, purpose-driven workplace where you can grow, thrive, and make an impact.
Here, you won’t just do great work, you’ll help shape a culture we can all be proud of.
Pay: £12.80 per hour
Benefits:
Work Location: In person
