Closing Date 11 January 2019

Rugby First Operations Director
Share this

Rugby First Operations Director

Permanent (subject to successful probationary period and continuation of the BID mandate)

Salary: £45,000 + depending on experience

Location: Based in Rugby Town Centre

Closing Date: Midnight Friday 11th January 2018

Interviews will take place w/c 14th January 2018



Rugby First Business is an organisation that is focussed on ensuring Rugby Town Centre performs both economically and aesthetically. The company has two divisions with the first operating the town market and dealing with the long-term strategic issues of the town. The second is the Business Improvement District (BID) division which runs under the slogan “Clean, Safe and Friendly”. The BID mandate voted for in 2005, 2010, and 2015 covers a wide range of core services including a state-of-the-art Integrated CCTV security system, Town Rangers, a specialist cleaning team and a programme of marketing and events. Our programmes have been used as examples of best practice across the UK and have attracted international interest.

Rugby is an established Market town and one of the fastest growing boroughs in the country, with major housing, retail and employment developments. The town is the birthplace of the game of Rugby boasting a famous school, the World Rugby Hall of Fame, and all within a historical setting and a heritage to be proud off.

Rugby First has achieved many successes with its annual turnover in excess of £1m. It is now seeking to employ an Operations Director of the highest calibre dealing with all aspects of the town centre management covering short and long-term needs. An ambitious individual will take responsibility to lead our BID into its fourth term and beyond.

This is a superb opportunity for an organised individual who has management experience, ideally in town centre management, and who will be able to drive and lead a team of twenty plus staff. We are looking for a natural leader with the ability to motivate and develop others, manage budgets, liaise with our stakeholders and who possesses excellent communication skills. You must have a passion for excellent customer service and be visible and accessible to our BID members and report to the board.

The role will be subject to a vetting process due the nature of the operation.



Why does the job exist? 

  •  To provide consistent day-to-day management of the Rugby First Company to ensure that it is both entirely professional and transparent to all stakeholders 
  •  To deliver the agreed services within the BID area within the agreed 5 year financial model 
  •  To oversee the management and operation of the town centre market 
  •  To deliver the KPI’s set out in the prospectus to the satisfaction of the Rugby First Board, members, sponsors and third party stakeholders 
  •  To manage relationships and service level agreements with the key stakeholders of Rugby First in particular officers of Rugby Borough Council, Warwickshire County Council, Chambers of Commerce and Warwickshire Police Authorities 
  •  To provide a focal point for businesses to submit ideas/suggestions and raise concerns and for these to be escalated to the Rugby First Board as appropriate



To whom will the jobholder report? Who are the jobholder’s direct reports? What structure will s/he operate within? With whom will s/he be expected to develop key relationships? 

The job holder will report to the Board of Directors of the Rugby First Company. For line management, operational and day to day matters the Chair will be the reporting line. In his/her absence the jobholder will report directly to an appointed deputy from the Board 

The job holder will have direct line management responsibility for a BID Manager, and a PA/Administrator. As the Operations Director they will also have indirect line management responsibility for the Town Centre Rangers, Cleaners and CCTV room operators (direct line manager responsibility being delegated to the BID Manager). 

The job holder will be expected to form key working relationships with the following stakeholders: 

  •  Members of the Rugby First company 
  •  Town Centre businesses within the Rugby BID area of operation 
  •  Warwickshire Police Authorities 
  •  General Manager, Works Service Unit, RBC 
  •  Manager Transport Services RBC 
  •  Economic Development Manager RBC 
  •  Town Centres Regeneration Manager WCC 
  •  Other BID managers (to share good practice and minimise duplication of effort and costs) 



What are the key accountabilities or responsibilities? What key tasks and processes does this role require? 

  •  To deliver the agreed services on the street within the agreed 5 year financial model. 
  •  To ensure that the interface with stakeholders and customers meets service level agreements 
  •  To professionally action the company’s policies and procedures whilst complying with appropriate legislation such as employment, data protection, health and safety 
  •  Liaise with the Chair on issues that may affect local businesses, RBC and WCC and so as to ensure a smooth operation between the main partners.
  •  Communicate effectively with all relevant parties mentioned above so as to ensure complete understanding of requirements, performance and achievements. 
  •  To manage the business plan and budgets for Rugby First reviewing and reporting variances as required 
  •  To oversee the effective and sustainable management of Rugby outdoor market to contribute to regeneration objectives, including the management of the Market Operator 
  •  To deal with any variances or breaches in any Rugby First policies and procedure within the remit of the role and report those outside remit to the appropriate level of escalation in a timely manner 
  •  The effective recruitment of staff in all areas ensuring that Rugby First remains within budget and delivers the agreed services to the specified level of quality and timescales 
  •  To effectively man manage all Rugby First staff through clear objectives and target setting, agreeing quality performance standards to ensure the deliverables are achieved 
  •  To ensure all personnel understand their responsibilities and contribution so that they can identify with the company culture and feel highly motivated 
  •  To ensure adherence of staff to the Rugby First defined standards of personal dress/hygiene whilst on company business 
  •  To ensure that staff receive the prescribed training and achieve and maintain the required levels of competence for their roles and establish development opportunities to meet future demands 
  •  To be responsible for the compliance and as necessary the training of specific health and safety topics for all Rugby First staff including supervision, maintenance and repair of all equipment 
  •  To be responsible for the compliance and training of Rugby First staff within the definitions of the Private Security Industry Act 2001 
  •  To regularly monitor the impact of the project by walking the Rugby BID area (at least 3 times a week) and note details of any variance to expected standards, formulate actions and follow up as appropriate to ensure appropriate remedial actions are taken. Propose revisions to the plan to incorporate preventative measures and disseminate to relevant parties and include revision in the update to the Board. 
  •  Organise Rugby First board meetings with the Chair and ensure agendas and papers are sent out at least one week in advance of the said meetings 
  •  To be a champion for the Rugby BID area 
  •  To agree agenda with the chair/board the appropriate methodology for delivering the marketing elements of the Rugby First and ensure it is implemented in a timely manner 



What level of authority does the position have and to what extent does it have an effect on the organisation? 

The role holder is responsible for the day to day running of the Rugby First company. Failure to deliver the services in the prospectus would jeopardise the successful achievement of future mandates. In the short term lack of effective management or communications would portray the organisation, and potentially Rugby, in a negative light. 



What job/role experience, qualifications or knowledge does this person require? 


  •  Previous multi-functional operational experience – a thorough understanding and working knowledge is required – Member of ATCM is desirable 
  •  Good working knowledge of managing security systems across a 24/7 operation – ideally including CCTV and security/welcome team staff 
  •  Demonstrable commitment to providing an exceptional customer service culture 
  •  Proven man-management skills of a multi-functional team 
  •  Previous experience of partnership and intra-agency working, including public/private sector working 
  •  Systems Management – experience of setting up and managing operational processes 
  •  Ability to work with a diverse and demanding workload and undertake tasks of varying complexity 
  •  Ability to conduct and analyse data to submit proposals for change or improvement 
  •  Previous experience of handling and storing sensitive data and/or material 
  • High attention to detail Effective manager of costs 



  •  Operational Management Level 5 qualification or equivalent 
  •  Private Security Industry trained and licensed to Level 3 
  •  IT skills – ability to use and adapt a variety of IT/office based applications
  •  Working knowledge of a CCTV system and equipment 
  •  Ability to analyse and manipulate complex data, presenting it accurately to a variety of stakeholders 
  •  Ability to undertake hands on security roles and ensure a seamless handover 



What personal attributes is the job holder required to have? 

  •  Self-motivated 
  •  Good communication skills (both written and oral) 
  •  Strong leadership style 
  •  Tact and diplomacy 
  •  Can-do attitude 
  •  Comfortable working hands on at the “sharp end” and leading by example 
  •  Energetic and enthusiastic 
  •  Resilience 
  •  Adaptability 
  •  Personal Organisation – ability to prioritise and remain focused, ability to organise workloads of both self and others with no daily supervision 
  •  Ability to build and maintain strong working relationships with diverse target audience 
  •  Ability to effectively present a business case to key stakeholders for recommending changes 
  •  Ability to gain commitment from others to meet objectives 
  •  Ability to quickly establish good working relationships at all levels 



Contracted hours - 40 per week 

Due to the nature of this role and the 24/7 running of aspects of the business it is likely that hours will vary considerably. The role holder will need to be able to work flexible hours including late evenings and/or nights and to change and amend plans at short notice to meet the demands of the job. 



The role will be based in the Rugby Town Centre BID area