Job Title: Ice Rink and Customer Experience Manager
Department: Ice Rink
Reports To: Underbelly Operations Manager
Responsible For: Ice Rink Duty Managers, Ice Rink Staff, Christmas Maze Staff
Rate of Pay: £16.00/hr (plus holiday pay)
Dates of Work: Part-time in November. Full time from 19th Novemeber 2026 – 7th January 2027
Available Contracts: Full-time. 40-48hours/week
Skate St George's is a high-profile, temporary outdoor ice rink in the heart of Liverpool. As the Ice Rink and Customer Experienmce Manager, you will oversee the day-to-day operation of the rink and also our Christmas Elf Maze, ensuring a safe, smooth, and enjoyable experience for all guests whilst managing a seasonal team and maintaining the highest standards in safety and customer service.
You will work closely with the Site Managers, who oversee the wider site (including bars, fun rides, and Christmas market), and with the onsite paramedic, who will provide medical support whenever the rink is open.
Role
Operational Management
- Manage all aspects of the ice rink operation, including opening, closing, ice maintenance, skate hire and rink safety. Liasing with site managment to inspect the ice, and ensuring the ice is clean, the Zamboni has been used, and is ready for opening in a morning before public enter site is paramount
- Oversee the managment and operatiomn of our Christmas Elf Maze ensuring the maze is staffed accordingly, the maze is safe and clean, and operations run smoothly across both ice and maze
- Liaise with the onsite box office team to coordinate session timings, capacity management, and special booking requirements
- Collaborate with the Site Manager on site-wide operational matters, including emergency procedures and crowd management
- Ensure the rink and maze operate in accordance with health & safety regulations, licensing conditions, and company procedures
- Liaise with suppliers, maintenance teams, and contractors to ensure rink equipment and facilities are fully operational
- Implement efficient scheduling for ice resurfacing and staff breaks
Staff Leadership & Training
- Recruit, train, and supervise seasonal rink/maze staff including ice rink duty managers, ice marshals, and maze staff
- Deliver pre-season and ongoing training in customer service, safety protocols and incident response
- Create and manage staff rotas, ensuring adequate cover for all operational areas
- Provide daily team briefings and maintain high morale and professionalism. Keeping the ice team motivated and happy over the winter months is very important
Health, Safety & Compliance
- Conduct regular dynamic risk assessments within the rink footprint, skate hire area, and the maze area
- Monitor ice conditions and take corrective action to maintain safety and quality. Liase with the site manager for tasks that require more technical or practical expertise if required
- Work with the onsite paramedic to ensure prompt and professional response to any incidents
- Ensure all rink staff follow safeguarding, accident reporting and first aid procedures
- Act as the main point of contact for rink-specific incidents and escalate site-wide emergencies to the Site Manager
Customer Experience
- Champion excellent guest service, ensuring every visitor has a safe, fun, and memorable Christmas skating experience
- Handle customer queries, complaints, and special requests promptly and professionally
- Support themed events, media appearances, and marketing activities related to the rink and maze
Administration & Communication
- Liaise daily with the Underbelly Operations Manager on rink performance, staffing, and any actionable incidents
- Maintain effective communication with the Site Manager and box office team to ensure smooth guest flow and session turnarounds
- Manage stock levels for skate hire equipment, maintenance tools, and consumables
- Prepare daily operational updates and an end-of-day reports
Person Specification
Essential
- Proven experience managing a leisure, sports, or visitor attraction venue (ice rink experience advantageous)
- Strong leadership skills with the ability to motivate and manage seasonal teams
- Excellent knowledge of health & safety and risk management procedures
- Strong organisational skills with the ability to work under pressure in a fast-paced, high-footfall environment
- Exceptional communication and interpersonal skills
- Calm under pressure with the ability to think on your feet
- Flexible to work evenings, weekends, and public holidays throughout the contract. Able to cover a mixture of morning and evening shifts as needed
Desirable
- Ice maintenance (resurfacing) experience and Zamboni/ice resurfacer operation knowledge
- Experience in temporary or event-based attractions such as festivals
Equal Opportunities
Underbelly is committed to reducing its environmental impacts in its everyday operations. We are also committed to maintaining the open-access policy of Underbelly. We are an equal opportunity employer and welcome applications from all sectors of the community.
It is the policy of Underbelly to ensure that no job applicant or employee receives less favourable treatment on the grounds of age, disability, sex, sexual orientation, race, religion or belief, gender reassignment, marriage or civil partnership, pregnancy or maternity, or is disadvantaged by conditions or requirements that cannot be shown to be justifiable.
We expect employees to support these commitments and to assist in their realisation.