Operations Supervisor
Do you want to change the world for whales?
After a lifetime spent performing, our beluga whales, Little Grey and Little White, now live in our sanctuary, learning what it means to be a whale again. Every guest who visits sees that journey firsthand, and the person leading our day-to-day operations plays a huge part in bringing it to life. We're looking for an Operations Supervisor who cares as much about that mission as they do about running a tight, well-organised site.
You'll take charge of front-of-house operations: admissions, guided tours, retail, and the overall visitor experience. You'll coach and support our admissions team, handle complaints with care, and look for ways to keep improving our site and the experience visitors have here. Alongside that, you'll manage financial administration (purchase orders, reconciliations, petty cash), keep the office running smoothly, and act as our Health & Safety Champion, maintaining risk assessments and leading our annual safety plan.
This is a hands-on leadership role. You'll report to the General Manager and sit on the sanctuary's Leadership team, working closely with our Curator and Marketing & Fundraising Executive to help visitors understand and support the whales' retirement.
What you'll bring:
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Experience leading visitor operations in an attraction, zoo, aquarium, or tourism setting
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A track record managing teams and delivering great customer service
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Comfort with financial admin and Health & Safety systems
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Strong organisational and communication skills, and the ability to juggle competing priorities
Nice to have: experience with Bokun booking systems, a First Aid qualification, or Icelandic language skills.
Operations Leadership
- Lead the day-to-day operation of the Beluga Whale and Puffin Sanctuary.
- Ensure the safe, efficient and professional running of all visitor-facing areas.
- Support the General Manager with operational planning and delivery.
- Develop efficient working practices and continually improve operational performance and guest satisfaction.
- Coordinate contractors and external suppliers as required.
- Ensure the attraction always operates in accordance with Merlin Entertainments and SEA LIFE TRUST policies.
Visitor Experience
Own and continuously improve the complete visitor journey, ensuring every guest receives an engaging, memorable and inspiring experience.
Responsibilities include:
- Lead visitor experience standards across the Sanctuary.
- Manage admissions, guided tours, retail and guest services.
- Investigate complaints and deliver excellent service recovery.
- Coach and develop the visitor experience team.
- Ensure interpretation and presentation standards remain consistently high.
- Identify opportunities to improve the visitor journey and increase guest satisfaction.
- Deliver world-class customer service that reflects the values of SEA LIFE TRUST.
- Work collaboratively with Marketing to ensure operational readiness for campaigns, events and group visits.
- Includes one weekend in admissions per month, shared with other office staff.
Commercial Performance
- Deliver budgeted admissions, retail and tour income.
- Maximise secondary spend opportunities.
- Monitor daily revenue reporting.
- Support achievement of annual commercial targets.
- Identify opportunities to improve operational efficiency and profitability.
- Support delivery of donations through visitor engagement.
- Manage retail orders and product pricing
Finance & Administration
Lead the Sanctuary's operational administration and provide day-to-day finance support.
Responsibilities include:
- Process purchase orders and invoices.
- Complete month-end financial reconciliations.
- Maintain Purchase Order trackers.
- Liaise with the central Finance Team.
- Manage supplier administration and new supplier requests.
- Manage petty cash, banking and cash handling procedures.
- Process online refunds.
- Maintain financial records in accordance with company procedures.
- Ensure utility records and supplier information remain up to date.
Office Administration
- Manage office administration systems.
- Maintain site key registers.
- Maintain driver records.
- Order and manage stationery, uniforms and operational supplies.
- Coordinate cleaning consumables and stock.
- Maintain operational records and documentation.
- Support translation between Icelandic and English where required.
Health & Safety
Act as the Health & Safety Champion.
Responsibilities include:
- Ensure compliance with Merlin Health & Safety policies.
- Maintain risk assessments and safe systems of work.
- Ensure all incidents are reported through MIDAS.
- Conduct workplace inspections and audits.
- Maintain first aid equipment and records.
- Support emergency planning and incident investigations.
- Lead delivery of the annual Health & Safety Action Plan.
Leadership
- Recruit and develop operational team members.
- Conduct probationary reviews, one-to-ones and performance reviews.
- Deliver team briefings.
- Foster a positive, collaborative working culture.
- Lead by example in delivering exceptional guest service.
- Support seasonal recruitment and volunteer coordination.
Knowledge & Experience
Essential
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Experience leading visitor operations within a visitor attraction, zoo, aquarium or tourism environment.
- Excellent English skills, ideally with intermediate or above Icelandic
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Experience managing teams.
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Strong customer service background.
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Financial administration experience.
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Excellent organisational skills.
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Strong communication skills.
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Experience working with Health & Safety systems.
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Ability to work independently and manage competing priorities.
Desirable
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Experience using Bokun booking systems
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First Aid qualification.
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Icelandic language skills.
Alongside working with a supportive, hard-working, and fun team, you’ll also receive:
Merlin Magic Pass: Free tickets to all our attractions worldwide for you, your family, and friends annually.
Discounted rates at Merlin hotels globally.
English
Icelandic
