Responsibilities
* Act as the Responsible Manager during any shift at the Leisure facility.
* Ensure a safe and healthy environment on-site at all times for customers, staff, and contractors.
* Provide an excellent customer service experience for all users of the facilities and influence the income and usage of the facility.
* Maintain a positive customer journey to maximise reputation, repeat customers, and income.
* Be responsible for the day‑to‑day operations of the Leisure facility in line with the company’s operating procedures.
* Manage leisure staff in line with the company’s policies and procedures, including training, mentoring, performance management, shift patterns, and attendance.
* Plan and deliver leisure services across the business.
Key Deliverables
* Manage the day‑to‑day operation of the relevant facility ensuring a safe, healthy, friendly, customer‑focused environment.
* Ensure the security of the facility and act as a keyholder at the start and/or end of the day.
* Participate in out‑of‑hours security alarm ‘call‑out’ arrangements.
* Maintain building and plant conditions in accordance with Company Operating Procedures, Emergency Action Plan, and Health & Safety legislation.
* Ensure facilities follow safeguarding policy and procedure.
* Work with other Duty Managers to ensure cost‑effective staff rotas are in place with suitably qualified and trained staff, complying with the Working Time Directive.
* Complete daily and weekly financial processes on time, including cashing up, reconciliations, and timesheet approval.
* Maintain accurate daily records and logs, including incident, near‑miss, and accident reports via the Health and Safety online system.
* Recruit, onboard, manage, and support staff in line with Safer Recruitment policy and probation procedures.
* Monitor, manage, and mentor staff performance; manage poor performance and investigate disciplinary actions when necessary.
* Contribute to service development through ideas, project groups, 121s, and the PDR process.
* Support promotional initiatives and marketing plans and assist with customer consultation work.
* Take part in shifts across any part of the facility as needed, e.g., Life Guard, Gym Floor, reception.
* Work necessary shift patterns to ensure the service is appropriately staffed at all times.
* Perform any other duties as assigned.
Qualifications
* Experience in supervising or managing a team.
* Experience in a service delivery, customer‑focused environment.
* Experience in the leisure, hospitality, or well‑being sector.
* Experience delivering great customer service.
* Experience dealing with difficult customers.
* Experience working across multiple sites.
* Experience in cash handling and operating a till booking system.
* Ability to quickly learn new skills.
* Good working knowledge of Microsoft Office.
* Knowledge of great staff management.
* A current National Pool Lifeguard Qualification (Pools) or ability to gain it within 12 weeks.
* GCSEs C grade or above (or equivalent) in English and Maths.
* A Pool Plant Operator qualification (Pools) or willingness and ability to gain it within 12 weeks.
* A First Aid at Work qualification or willingness and ability to gain it within 12 weeks.
* An enhanced DBS disclosure.
* A full valid driving license or ability to easily get to all facilities.
* Understanding of Health and Safety application.
* Understanding of Equalities and Diversity principles and commitment.
Personal Character Requirements
* Great customer service orientation.
* Effective interpersonal skills.
* A good team worker.
* Excellent verbal and written communication skills.
* A positive can‑do attitude.
* A passion for leisure and fitness services.
Applicants who do not currently hold a valid NPLQ certificate are expected to obtain it within 12 weeks of joining. The company will assist with obtaining the qualification and can discuss this during the interview.
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