Position: Duty Manager - Swimming Pool Facility
Location: Ipswich
Working Hours: Part-time
Job Purpose
As a Sales Co-ordinator within a swimming pool environment, you will play a key role in driving membership sales, managing bookings, and supporting the daily operations of the facility. This is a target-driven role with a strong focus on customer engagement, sales performance, and delivering a high standard of service and safety.
You will also oversee the reception team, assist with pool maintenance, and help ensure the centre operates efficiently on a day-to-day basis.
Key ResponsibilitiesSales & Customer Engagement
Proactively promote swimming memberships, lessons, and facility services to prospective customers.
Respond to enquiries via phone, email, and in person, offering clear and accurate information on pricing, programmes, and promotions.
Follow up on leads and expressions of interest to convert them into confirmed sales.
Promote current offers and attend relevant events.
Process new memberships, renewals, and cancellations in a timely and efficient manner.
Monitor customer retention tasks such as sending leavers' lists and reminders for those with one or two lessons remaining.
Ensure one-to-one/private lessons are paid for and booked appropriately, taking school holiday schedules into account.
Bookings & Administration
Maintain up-to-date and accurate records of sales, bookings, and customer communications.
Assist with financial transactions, ensuring accurate processing through the EPOS system.
Support the Centre Manager and Senior Manager with marketing campaigns and events.
Reception Team Supervision
Supervise and support the reception team to ensure a high level of customer service is maintained.
Ensure the team is kept informed about current promotions and services.
Train and upskill reception staff to confidently handle customer queries and sales processes.
Conduct staff appraisals and provide ongoing training and feedback.
Oversee day-to-day reception operations, including cash handling and administrative duties.
Facility & Safety Checks
Conduct regular water testing to ensure pool chemical levels meet safety regulations.
Carry out scheduled backwashing and general maintenance to uphold water quality and hygiene standards.
Complete routine weekly and monthly safety checks across the facility.
Perform daily alarm system tests to ensure all safety mechanisms are fully operational.
Inspect poolside and communal areas regularly to ensure cleanliness and safety.
Maintenance & Safety Reporting
Report any maintenance or safety concerns promptly to the Centre Manager.
Monitor facility equipment and flag any issues that require attention or repair.
Assist in coordinating maintenance and repair works, working closely with the Centre Manager and Head Office to minimise disruption to programmes.
Health & Safety Compliance
Implement and uphold all health and safety procedures and policies to ensure a safe environment for customers and staff.
Ensure emergency protocols are understood and followed by all team members.
Assist with the centre’s emergency response as needed.
Customer Service
Deliver outstanding customer service, addressing questions and resolving concerns professionally.
Monitor and manage incoming calls, voicemails, and emails to ensure prompt and courteous responses.
Work with the Swim Co-ordinator and Centre Manager to promote swim programmes and facility services.
Handle customer complaints calmly and effectively, escalating to the Centre Manager where appropriate.
Skills & Experience Required
Level 1 Swim Teacher Assistant Qualification or STA equivalent.
Previous experience in sales, customer service, or administration, ideally in a leisure or sports environment.
Strong verbal and written communication skills.
Ability to remain calm under pressure and consistently meet sales targets.
Well-organised with keen attention to detail.
Competent in Microsoft Office and booking systems (training will be provided if required).
Basic knowledge of pool plant operations, water testing, and health & safety regulations (training available).
Experience supervising a team and conducting appraisals is an advantage.
Familiarity with emergency and first aid procedures is desirable