Duty Manager at Zip World – London, England

A little bit about Zip World

At Zip World our aim is to create extraordinary experiences for our visitors, and our team members. Whether you’re working as an instructor, behind check-in or at one of our restaurants, every day you will be helping to make the visitor experience at Zip World, one to remember.

Zip World is a customer-focused and engaging organisation. Zip World is organised by a group of genuine, adventurous, energetic individuals, all working together to be the best at what they do. When you work with us, it’s important that you have the right skills, knowledge, and experience but it's also vital that you have the right attitude too.

We are proud to be part of the B Corp family, which reflects our dedication to balancing profit with purpose. This status recognises our commitment to high social and environmental standards, transparency and accountability.

A little bit about our site in London

Zip World London is our first city-based site. The ArcelorMittal Orbit was opened by Zip World in February 2025 offering the world’s longest and tallest tunnel slide.

What will you be doing

Operational Excellence

• Oversee the smooth, efficient running of all site departments

• Manage the site calendar, ensuring key meetings, actions, and communications are delivered

• Maintain high standards across all areas through daily checks and continuous improvements

• Monitor visitor numbers, performance, and revenue, supporting the General Manager in achieving KPIs

• Collaborate with central teams to drive participation, efficiency, and growth

• Ensure compliance with company policies, procedures, and industry standards

• Take ownership of site maintenance, safety checks, and weather-related operational decisions

Leading a World-Class Team

• Own staffing rotas and payroll sign-off, ensuring fairness and efficiency

• Lead recruitment, training, and ongoing development of your team

• Inspire, coach, and mentor direct reports to deliver outstanding performance

• Manage employee relations, including absence and performance, with HR support

• Conduct regular team meetings and performance reviews

• Recognise and reward success, building a motivated and engaged workforce

Safety First, Always

• Champion a strong health & safety culture across the site

• Ensure all safety procedures, audits, and risk assessments are up to date and followed

• Take responsibility for the safety of both customers and staff

• Lead incident response and ensure learnings are implemented

• Promote a proactive, no-blame culture that encourages safety awareness and reporting

Commercial Performance

• Manage key cost areas including labour, operations, and training budgets

• Monitor financial performance and identify opportunities to improve profitability

• Work with marketing to maximise visitor experience and drive revenue

• Spot opportunities for growth, upselling, and new offerings

• Ensure efficient use of resources and control of expenditure

Customer Experience

• Drive a culture that consistently exceeds customer expectations

• Act on customer feedback and mystery shopper insights

• Resolve issues effectively and continuously improve the customer journey

• Empower your team to deliver memorable experiences every time

What we’re looking for

• A confident leader who leads by example and inspires others

• Strong operational and commercial awareness

• Excellent decision-making skills with the ability to stay calm under pressure

• A proactive, hands-on approach—you’re visible and involved on site

• Passion for delivering outstanding customer experiences

• Resilience, positivity, and a solutions-focused mindset

What you’ll need

• A ‘customer first’ attitude, with drive and enthusiasm to achieve extraordinary visitor experiences

• Safety conscious, with a professional outlook

• Energetic and enthusiastic with the ability to work with other colleagues in a dynamic working environment

• Must like working outdoors and have a good head for heights

• To be able to commute – which may mean having your own transport as some of our sites are remote without public transport links.

What you’ll receive in return

Zip World is a fantastic place to work, and the benefits are as impressive as they are unique. Here are just a few:

• Comprehensive training and support to succeed in your role

• Company pension scheme

• Flexible working patterns

• Easy to use staff app to access rota’s, extra shifts and holiday requests

• Free employee assistance programme

• Mountain Equipment uniform

• Free and discounted access to all Zip World adventures

• Staff discounts at Zip World food & beverage outlets

• Branded clothing discounts Incentives and discretionary bonus payments

• Regular and fun social events throughout the year

If this sounds like your ideal job, and you would like to be part of something great, then we would love to hear from you.

Application Process

Interviews to be held – all successful applications will be invited to attend an interview.

Training and inductions – if you are successful, you will be invited to attend a company induction and training.

Please note this vacancy may close at any time once sufficient applications have been received.

Early submission of your application is therefore encouraged.

For our candidate privacy policy, please refer to the following link: https://www.zipworld.co.uk/privacy-policy-candidate