Jobs at Lost Earth Adventures

Operations Manager

MISSION STATEMENT

Our mission is to provide world-class, authentic outdoor experiences and training across the UK’s mountain environments. To provide experiences that are safe, adventurous, enriching, accessible and inspiring, whilst minimising our environmental impact.

INTRODUCTION / BACKGROUND

Outdoor Education, Activity Centre, Adventure Tours

We believe this will be a rewarding and engaging position, with lots of exciting opportunities going forward. We believe in a healthy work- life balance and our aim is to still have the freedom to explore and enjoy the outdoors.

While we originally started as an overseas expedition company, over time our aims evolved, we began to offer UK based adventures/experiences. In 2020, we stopped our international side of the business and the UK market is now our sole focus.

We are the largest privately-owned outdoor provider operating across the Yorkshire Dales, Peak District and Lake District, supplying adventures to schools, councils, hens, stags, individuals and charities amongst others.

ROLE SYNOPSIS

What we’d like from you

The job role includes, either doing the below or deputising someone to make it happen for you.
• Staff development; mentoring, coaching and recruiting instructors
• Training and inducting instructors Logistic planning
• Managing instructors and office staff
• Ensuring cover, sometimes at last minute for instructional staff that have called in sick
• Ensuring quality control of all our products
• Writing risk assessments and ops procedures
• Monitoring staff
• Miscellaneous tasks to assist in the successful running of an outdoor tour and adventure company
• Dealing with suppliers
• Ensuring we are compliant with AALA regulations
• Kit checking and documenting
• Managing the units, checking stock and kit safety
• Setting up seasonal staff and recruiting programme for 2022 Ensuring staff call outs take place
• Being on call on some days (we have a rotating 24-hour duty phone)
• Maintaining stores
• Recces of new locations
• Writing staff newsletters, keeping staff current and well informed
• Working some weekends
• Maintaining and creating relationships with land owners and suppliers
• Organise open days and staff jollies
• Checking staff records and filling their documents Making sure dates are filled with staff
• Making sure kit inventory is correct amongst locations and enough stuff is in the right place at the right time. Ensuring there is always adequate cover for all aspects of the business.
• Liaising with the Directors to ensure they are kept informed of department developments.
Staffing – Ensure all activities and events are staffed available and checking office staff have sent instructional staff the relevant information before they run a session.
• Staff holiday and sickness records.
• Signing off holiday requests and ensuring there is always adequate cover for all aspects of the business.
• Weekly meetings, staff reviews

OPPORTUNITIES FOR GROWTH

Currently we take around 6000 people per year and we have the instructional staff, equipment and capacity at venues to take around 4-5 times this.

• Long, well-established business (12-years of operations)
• Business has been profitable every year since year 1
• Very good reputation with instructional staff & customers
• Over 480 5* Trip Advisor reviews (not including Facebook, Google and other review platforms)
• 2nd most popular tour on Trip Advisor

EMPLOYMENT PERKS

• Mountain Equipment, DMM, Petzl and Wild Country equipment available at trade cost
• Cotswold 15% discount
• Opportunities for further professional development
• Rumination is unlimited
• Fun staff outings, from go karting to flying light aircraft.
• Competitive holiday allowance
• Profit share

THE JOB OFFER

£35K starting salary, plus 10% profit share bonus.
Petrol paid at .25p per mile when not working at our York office.

COMPANY CONTROL

Directors Richard Goodey & Sarah Allard to control the vision and overall direction of the company
Operations Manager to run the day-to-day

HOLIDAY

Year 1: 28 days standard holiday*
*Pro Rata, based on Lost Earth Adventures’ Financial Year
Year 2: 28 days holiday, plus 7-additional days to be used at Christmas
Year 3: 35 days holiday, plus 7-additional days to be used at Christmas
Year 4: 35 days holiday, plus 7-additional days to be used at Christmas, option to buy (at ‘salary day rate’) additional holiday time off (up to 1-week).

LOCATION

York but with regular travel to Pateley Bridge, Hathersage and Ingleton. The better you can delegate then the less travelling you’ll need to do.

REQUIREMENTS

The candidate will be an outdoors enthusiast with a strong business head and great people skills. You will be mediating and liaising with a lot of different suppliers and staff and we need to get the best out of everybody and run a lean and profitable operation. You need to be hard working, love a challenge and help drive the business forwards. You need to have the courage to make decisions yourself and be responsible for helping to steer the business. You need to be good with numbers, a high workload and be calm under pressure. We want you to grow our team and have excellent delegating skills. You need to be clean cut, extremely organised, well presented and enjoy giving customers a flawless service. You need to be open minded, flexible and easy going but be firm and fair with a strong and likeable personality with excellent leadership skills. You must have a can-do attitude and have a positive outlook on life and be highly resourceful, practical and diligent.
We are looking for somebody with either activity centre management or tour operator/travel agent management experience or… preferably both.

You must have a knack for selling, this is a role where you need to be a commercially minded person and be someone who gets on the phone, chases people up and gets things done. Your wages increase the more profitably the company is run, if this does not excite you then the role is not for you.

ESSENTIAL

• Must have own reliable vehicle and driver’s licence
• Good communication skills, both written and verbal
• Minimum 3 years management experience
• Strong eye for detail
• Excellent IT skills, particularly Excel & Word
• Ability to prioritise & manage multiple priorities
• At least two of the following qualifications MIA or CIC, ML, SPA, Cave Leader, level 2 paddle sport

Contact: Richard Goodey: richard@lostearthadventures.co.uk with a covering letter and a CV. If you’d like a chat about this role first then please call 01904 500094.

Office Manager

The Role:
We’re looking for an experienced Office Manager.

Leading the customer experience team, you will be supporting the continued growth of a rapidly growing outdoor activity provider, operating across all mountainous areas of the UK.

You will be the first point of call for queries from our adventurous customers and love nothing more than speaking to our clients about which adventure they should book next. Previous experience in the adventure travel / outdoor activity industry is a must.

We are looking for an able communicator who is efficient, organised and interested in adventure. The ability to multi-task and think independently is a must.

You should be confident, well-spoken and an outdoors enthusiast with a knack for selling and posses a commercial mind, as well as having great people and writing skills. This is a diverse role in which responsibilities and tasks will vary according to the time of year.

You will be mediating and liaising with a lot of different suppliers and staff and we need to get the best out of everybody and help run a lean and profitable operation. You need to be hard working, love a challenge and help drive the business forwards. You need to have the courage to make decisions yourself and be responsible for helping to steer the business. You need to be good with numbers, a high workload and be calm under pressure. We want you to grow our team and have excellent delegating skills. You need to be clean cut, extremely organised, well presented and enjoy giving customers a flawless service. You need to be open minded, flexible and easy going but be firm and fair with a strong and likeable personality with excellent leadership skills. You must have a can do attitude and have a positive outlook on life and be highly resourceful and diligent.

Each day you’ll be…

• Managing enquiries – You will take care of the majority of enquiries that we receive via email and phone or delegating to other staff. You should be confident communicating with customers and responding to any queries before, during or after their session. This can sometimes involve creating bespoke adventures for a client and recommending them suitable activities, the ability to excite people and sell the trips is a must.
• Converting a high rate of trip enquiries into sales by ensuring a consistently clear, friendly and positive booking experience is delivered at all times for our customers.
• Logistics & Event Organisation – Making sure all arrangements are in place with clients and staff and ensuring instructors have all the relevant details before their session.
• Problem solving customer barriers to booking and working to remove these with the Operations team.
• Composing thoughtful and accurate replies to customers
• Ensuring no customer waits more than 24 hours for a response from our team.
• Monitoring and controlling numerous tasks and issues simultaneously.
• Admin – Invoicing; taking payments over the phone; ensuring payments have been made on time; making sure every client has submitted a consent and medical form before their activity. There are a lot of administration and logistics tasks with this role.
• Miscellaneous additional tasks – to assist in the successful running of an outdoors company.

Requirements
You should apply if:
• You have at least 2 years previous experience in management and customer support
• You are a natural communicator; fluent in spoken English alongside exceptional written English and strong interpersonal skills.
• You love talking about and have a passion for adventure.
• You are able to work under pressure, learn and adapt quickly, and adhere to tight deadlines with minimal supervision.
• You’re experienced in managing numerous tasks in tandem and can effectively prioritise the most urgent.
• You are self-driven and be able to work independently as part of a remote team.
• You have technical aptitude and the ability to pick up new technology quickly.
• You are great at making sales, but in a way that reflects our values.
• Excellent IT skills, particularly Excel & Word
• Highly organised
• Ability to prioritise & manage multiple priorities
• A strong sense of initiative
• Keen eye for detail
• You must be willing to work in an office in York and some weekends

Details:
• Closing date for applications: 15th January 2022
• Application process: Short zoom interview, a written exercise and an in-person interview in York.
• End of February 2022

Job Type: Full or part time and can work around school hours if needs be. 12-month contract to start with the possibility to extend.

Salary: £25,000-27,000 per annum, dependent on your level of experience, 28 days holiday, with the potential for salary increase based on performance.

Contact: If you are interested in this role, please email Richard at richard@lostearthadventures.co.uk with a covering letter and a CV.
If you’d like a chat about the position first then please call 01904 500094.

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