Job Description
Operations Assistant Manager
Location: North Lanarkshire
Sector: Leisure / Hospitality / Customer Experience
Reports to: Head of Operations
Direct Reports: Supervisory Team
Working Pattern: 5/7 days, some weekend work required (not every weekend)
Salary: up to £35,000 + benefits
Role Overview
This role leads the day‑to‑day running of a busy leisure venue, ensuring smooth operations, exceptional customer experience, and consistent commercial performance. You will manage and develop the supervisory team, drive operational standards, and ensure all activities, facilities, and services run efficiently and safely.
The position requires a hands‑on leader who can balance people management, operational excellence, compliance, and customer engagement in a fast‑paced environment.
Key Responsibilities
Operational Leadership
* Oversee the full daily operation of the venue, ensuring all activities, facilities, and customer touchpoints run seamlessly.
* Implement, maintain, and continuously improve Standard Operating Procedures (SOPs) to enhance service quality, efficiency, and revenue performance.
* Act as the primary escalation point for operational issues, customer concerns, and supervisor performance matters, resolving issues promptly.
* Ensure the venue is consistently presented to the highest standard, including daily checks, opening/closing procedures, and equipment readiness.
People Management & Development
* Lead, coach, and develop the supervisory team, ensuring they have the skills, knowledge, and behaviours to deliver outstanding service.
* Conduct regular 1:1s, annual reviews, and development plans for direct reports.
* Manage performance proactively - recognising excellence and addressing underperformance.
* Oversee recruitment, induction, and ongoing training for all team members.
* Maintain strong communication across teams, including daily briefings and updates on performance and objectives.
Customer Experience
* Maintain a visible presence across the venue, ensuring customers receive a warm welcome and consistently high service standards.
* Drive a culture of exceptional customer care, ensuring all team members understand and deliver on service expectations.
* Identify opportunities to enhance the customer journey and overall experience.
Financial & Resource Management
* Manage labour planning and staffing levels in line with business needs and budgeted targets.
* Support delivery of revenue, contribution, and KPI targets across all operational areas.
* Work with leadership to implement creative solutions that improve financial performance and customer satisfaction.
* Ensure effective management of equipment, stock, and venue assets, including maintenance and replacement cycles.
Compliance & Safety
* Ensure full compliance with Health & Safety legislation, internal policies, and operational standards.
* Develop and maintain robust H&S procedures, ensuring they are communicated, monitored, and reviewed regularly.
* Oversee venue compliance relating to people metrics, SOP adherence, and operational audits.
* Safeguard the venue’s reputation by minimising operational, financial, and customer‑related risks.
Skills, Experience & Knowledge
* Proven experience leading teams within leisure, retail, charity or a similar customer‑focused environment.
* Strong operational management skills with a track record of improving service standards and achieving commercial targets.
* Experience designing or implementing SOPs and driving continuous improvement.
* Confident people manager with experience in coaching, performance management, and team development.
* Knowledge of venue operations, event coordination, or activity‑based environments is advantageous.
For more information or to apply, please submit your CV to Emma O'Connor at Eden Scott.