OPERATIONS COORDINATOR

Gladrags seeks a proactive, organised, person-centred individual to grow the costume service. 

Responsibilities include overseeing daily operations, delivering excellent customer service, and leading a volunteer team. 

The role suits someone who thrives in a creative, busy environment and enjoys working with a diverse range of people. 

Opportunity to contribute to sustainability initiatives, human resources, outreach activities, and more. 

Key Responsibilities: 

Team Management: 

• Work with the Director to guide a volunteer team (8-10 people) to run the costume store. 

• Balance daily duties, volunteer interests, and efficient service. 

• Support volunteer onboarding, training, and development. 

• Assist with outreach activities and events. 

Customer Experience: 

• Deliver excellent customer service, including advising customers, managing costume collections, and handling bookings. 

• Maintain a welcoming store environment and manage hire processes. 

• Oversee customer communications and payments. 

External Customer Relations: 

• Build and maintain key relationships with customers and stakeholders. 

• Act as an ambassador for the charity’s ethos, services, and community impact. 

• Develop monitoring and evaluation processes for service provision. 

Administration: 

• Develop systems and documents to enhance customer service and operations. 

• Coordinate with suppliers, contractors, and manage inventory. 

• Organise meetings and collaborate with the finance officer to manage customer-related finance systems. 

Strategy and Teamwork: 

• Attend team meetings, share updates, and contribute to the organisation’s strategic growth. 

• Ensure compliance with relevant legislation and review policies. 

Outreach and Events: 

• Support in planning and delivering community events, including children’s dress-up and reminiscence activities. 

• Assist with logistics, volunteer support, and transport when necessary. 

Sustainability: 

• Work with the Director to manage the relevance and organisation of stock. 

• Oversee costume donations, evaluate their potential for hire, sale, or re-homing, and pursue new opportunities for sustainability. 

General Duties: 

• Share responsibility for health and safety, wellbeing, and safeguarding. 

• Act as keyholder and contact outside of working hours. 

• Handle minor maintenance tasks when necessary. 

Person Specification: 

Essential: 

• At least one year of experience managing or coordinating teams, customer service, or project management. 

• Ability to work independently, prioritise tasks, and delegate effectively. 

• Strong interpersonal and communication skills. 

• Proactive, collaborative, and adaptable approach. 

• Commitment to sustainability, community arts, and equal opportunities. 

Desirable: 

• Experience in the voluntary or arts sector. 

• Knowledge of costume design, vintage clothing, or strategic planning. 

• Driving licence and own vehicle are advantageous.