Duty Lead - Castle Point Borough Council

Castle Point Borough Council; Witham; On-site; GBP 24,000 - 30,000; Full time

Job summary

Castle Point Borough Council is seeking a Duty Manager to be the visible, approachable face of the leisure centre during shifts. You will take responsibility for operational decisions, drive wellbeing initiatives and coordinate staff to deliver a safe, welcoming environment for all visitors.

You will lead on health and safety checks, customer engagement and continuous service improvement, while supporting recruitment and staff development. A proactive, people-focused approach is essential.

Qualifications

• Proven experience in delivering high-quality customer service.
• Experience managing staff and coordinating rotas.
• Understanding of health and safety in a leisure facility.
• Ability to solve problems quickly and effectively in a busy environment.
• Knowledge of wellbeing initiatives and inclusive customer engagement.
• Practical approach to keeping facilities clean, safe and welcoming.

Responsibilities

• Engaging with customers, building relationships and creating a welcoming experience.
• Championing wellbeing initiatives and supporting inactive people to participate.
• Coordinating staff deployment, rotas and cover during shifts.
• Carrying out operational inspections, pool water testing and safety checks.
• Overseeing pool plant operation and safe chemical handling.
• Maintaining cleanliness, security and equipment readiness.
• Resolving customer enquiries professionally and using feedback to improve.
• Responding to incidents and emergencies with first aid support.
• Supporting recruitment, inductions, training and development.
• Promoting activities to reach new customers.
• Providing reception and lifeguard cover when required.
• Reviewing risk assessments and operating procedures; coordinating maintenance with contractors.

Skills

Customer service

People management

Health and safety awareness

Problem-solving

Education

NPLQ

Pool Plant Operator qualification

First Aid at Work qualification

Job description

As Duty Manager, you'll be the visible, approachable face of the centre during your shift: talking with customers, listening to their feedback and making sure every visit is a positive one. You'll also take responsibility for operational decisions and respond effectively when priorities change.

Responsibilities

• Engaging with customers throughout your shift, building relationships and creating a welcoming, inclusive experience for everyone.
• Championing our active wellbeing approach, helping people who are inactive, living with health conditions or facing barriers to take part feel confident and supported.
• Coordinating staff deployment, rotas and cover to support the centres’ activities.
• Carrying out operational inspections, pool water testing and health and safety checks.
• Overseeing pool plant operation and the safe use and storage of chemicals.
• Maintaining high standards of cleanliness, presentation, security and equipment readiness.
• Resolving customer enquiries and feedback professionally, and using what you hear to improve the experience.
• Responding to incidents and emergencies, providing first aid and coordinating staff in line with centre procedures.
• Supporting recruitment, staff inductions, training and development.
• Promoting activities and programmes to reach new customers.
• Providing reception and lifeguard cover when required.

You’ll also contribute to reviewing risk assessments and operating procedures, coordinating maintenance and working with contractors and suppliers.

You’ll be a people person who enjoys engaging with customers and genuinely cares about the difference physical activity can make to people’s health and wellbeing. You'll bring strong communication skills and the ability to organise competing priorities in a busy leisure environment. You'll be confident supporting and directing colleagues, using your initiative and making sound decisions while keeping safety at the forefront.

Requirements

• A National Pool Lifeguard Qualification (NPLQ).
• A Pool Plant Operator qualification.
• A First Aid at Work qualification.
• Knowledge of customer service and day-to-day people management.
• An understanding of, or real enthusiasm for, the role leisure can play in improving health and wellbeing and reducing health inequalities.
• A practical approach to problem-solving and maintaining safe, well-presented facilities.

You’ll need to work across both leisure centres and undertake emergency keyholder responsibilities when required.

If you're ready to create great customer experiences and help more people in Castle Point lead active, healthier lives, we'd like to hear from you.

Are you passionate about people, wellbeing and creating great customer experiences? We're looking for a Duty Manager to lead our teams on shift, be the welcoming face of our centres and help shape our move to an active wellbeing model, making sure our services reach the people who will benefit from them most whilst still serving our fantastic customer base.

Our leisure centres are about much more than facilities. We're transitioning to an active wellbeing model, working with partners to support residents who are least active, living with long-term health conditions or facing barriers to getting active. You'll play an important part in making that change happen on the ground.

Working across Waterside and Runnymede Leisure Centres, you'll play a key role in how our centres feel to the people who use them. From getting to know our customers and supporting colleagues to keeping our facilities safe, clean and a place for our community to come and get fit and healthier!