Overview
Duty Manager role in the Leisure team to keep the facility running safely, smoothly, and with purpose. Responsibilities include supporting colleagues, enhancing customer experience and ensuring safety.
Key Responsibilities
* Open and close the facility in line with procedures and maintain building security throughout operational hours.
* Lead and motivate the operational team to deliver high‑quality service, ensuring safe and efficient deployment of colleagues.
* Provide induction, guidance and training to operational colleagues.
* Inspect and monitor the facility during the day in accordance with the Serco Management System.
* Take responsibility during accidents or emergencies, responding quickly and effectively.
* Maintain a visible presence across the facility, responding positively to customer needs and feedback.
* Manage cash handling, reconciliation and financial procedures.
* Ensure compliance with statutory requirements and company policies, including health and safety standards.
* Line manage Front of House teams, including reception and housekeeping.
* Support the vending and retail offer by ensuring stock levels, date rotation and regular counts.
* Undertake additional tasks as directed by the Facility Manager.
Qualifications
* Royal Life Saving Society National Pool Lifeguard Qualification and a Pool Plant Operators Certificate (where required), along with First Aid at Work.
* Strong swimming ability and confidence in the water – a swim test is required as part of the interview.
* Experience supervising teams in a leisure or service‑led environment.
* Good understanding of health and safety legislation and confidence using management systems.
* Strong communication skills, customer care abilities and a proactive approach to problem‑solving.
* Ability to remain composed in challenging situations and adapt to change.
Vetting and checks
An Enhanced DBS check is required, covering spent and unspent convictions, cautions and relevant information held by local police, in accordance with the Rehabilitation of Offenders Act and safeguarding requirements. An Occupational Health Questionnaire will also be completed.
Disability Confident
We are a Disability Confident employer and offer interviews to all applicants who declare a disability and meet the minimum criteria for the role.
Compensation and Benefits
Band 6: Permanent, Full Time (3‑week rotational pattern, comprising of earlies, lates and weekends) – £27,376 per annum.
* 28 days leave (option to buy up to five additional leave days each year).
* Up to 6% contributory pension scheme.
* Over 1,100 internal courses available, funding for qualifications and apprenticeships (including L3 Team Leader and L5 Operations Manager apprenticeships), mentoring opportunities and a focus on internal progression.
* Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco‑managed leisure centres, and 24/7 access to a virtual GP service.
* Discounts across around 1,000 retailers.
* Paid volunteering day, tax‑free charitable giving through Payroll Giving Scheme, donation to the Serco People Fund Charity.
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