About The Wave
The Wave is the UK's first inland surf destination, set on the edge of Bristol. We've built something genuinely unique — a world-class wave pool surrounded by open water, woodland, a campsite (The Field) and safari tents (The Camp). Whether someone is catching their first wave or chasing their hundredth, The Wave is where it happens.
The Wave is a place where people and nature come together - creating the right environment for people to thrive - our guests, our team, and our community. Our purpose is to nurture a world of health, hope and happiness with every wave. We’re driven by a spirit of innovation, purpose and possibility.
Who We Are
Our Values – We Are FAIR
Fun – We take fun seriously! We put smiles on faces.
Adventurous – We’re game changers, adaptable and explore with optimism.
Impact – We’re here to create a healthier connection between people and planet.
Respect – We care for each other, our customers and our community.
These values guide how we show up, how we make decisions, and how we work together - every day, in every role.
The Role
You'll take day-to-day ownership of the systems that keep The Wave running — from our network, EPOS and payment systems to security, site systems and the support desk our teams rely on.
This is a hands-on leadership role in a busy, guest-facing environment. You'll lead a small in-house support team, manage technology suppliers, keep critical systems running, and own the practical IT decisions that help our teams deliver brilliant experiences every day.
Alongside day-to-day delivery, you'll hold ownership for the IT budget, technology and product direction, data management and process improvement — making sure our systems are reliable, secure and ready for what comes next.
What You'll Be Doing
IT operations and support
- Keep us connected: manage our Ubiquiti network infrastructure, site connectivity and IT hardware across the whole site.
- Own EPOS and payments: keep our EPOS estate and Adyen payment systems, onsite and online, running reliably for guests and teams.
- Look after site systems: maintain CCTV, security systems, AV and sound, digital signage and telephony, plus the network behind our automated surf video system.
- Run the support desk: own our support process and Zendesk helpdesk and build a rota that delivers 7-day cover, including shared out-of-hours support.
- Lead the team: line-manage our support team, one full-time and one part-time, and manage the contracts and relationships with our technology suppliers.
- Own the budget: manage the IT budget, track cost and return on technology spend, and report on it to the leadership team.
- Run projects: deliver IT and technology projects hands on, from scoping through to go-live, mostly doing the work yourself rather than delegating it.
- Keep data in order: look after data quality, security and compliance across IT and site systems, and the flow of information between EPOS, booking and management systems.
- Improve the guest journey: get hands on with the guest journey across digital and on-site touchpoints, spotting and fixing where it's not working.
- Keep an eye on what's next: maintain working knowledge of emerging technology, particularly AI, and flag practical opportunities for its use.
- Keep us documented: build clear SOPs and user documentation and share weekly updates on support activity with the leadership team.
Systems, projects and improvement
- Support our digital presence: provide first-line support for thewave.com and our WordPress online shop.
What We're Looking For
Essential
- At least 5 years' hands-on IT experience, ideally in a busy customer-facing, retail, leisure or hospitality environment.
- Experience supporting EPOS, payment systems and operational technology.
- Experience managing a small team, including rota planning and out-of-hours support.
- Confident managing IT suppliers, contracts and service relationships.
- Project management experience, with the ability to deliver hands-on from scoping through to go-live.
- Experience contributing to or owning an IT budget.
- Good understanding of data management, reporting, security and compliance.
- Strong working knowledge of Ubiquiti networking, site connectivity and IT hardware.
- Comfortable improving processes and guest journeys across digital and on-site touchpoints.
- A practical, hands-on approach and the confidence to get involved wherever support is needed.
- Has a ‘what’s possible, can do’ mindset, is positive and fun!
Desirable
- Experience with Zendesk or a similar helpdesk platform.
- Experience with Adyen or similar payment platforms.
- Experience supporting WordPress-based websites or online shops.
- Knowledge of CCTV, AV, digital signage or telephony systems.
- Experience contributing to product strategy for guest-facing digital systems.
- Working knowledge of emerging technology, including practical uses of AI.
What We Offer
We aim to create a workplace where people feel valued, energised and able to bring their best. At The Wave you’ll find:
- 30 days paid holiday, inclusive of bank holidays.
- Free access to our staff surf sessions.
- Multiple discounts across our surf and other offerings.
- Real ownership of your area, with autonomy to shape how IT and support work at The Wave.
- The chance to be part of a genuinely different kind of workplace, built around wellbeing, nature and community.
Our Commitment to Inclusion
We’re built on the idea that everyone should have the chance to experience the joy of surfing and the outdoors - and that starts with our own team. We’re committed to creating a place where people genuinely feel like they belong and be themselves.
We welcome different backgrounds, perspectives and experiences, and we work hard to make sure the right people are in the right roles, with the support they need to thrive.
