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.