Duty Manager

Serco Group; Basingstoke and Deane; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Free gym membership

DBS checks

Free swimming lessons

Pension scheme

Training & development

Assistance program

Wellbeing app

Retail discounts

Job summary

Serco Leisure, on behalf of Shropshire Community Leisure Trust, seeks a Duty Manager at Whitchurch Leisure Centre. You will oversee daily operations, ensure safety, and deliver a welcoming, high-quality visitor experience.

Join a customer-focused team; leadership, problem-solving, and strong communication are essential. Industry qualifications such as National Pool Lifeguard, National Pool Plant Operators, and First Aid at Work are welcomed.

Qualifications

• Experience in leisure, sports or customer-focused operations.
• Proven leadership and organisational abilities with a capacity to coordinate teams.
• Proactive problem-solving and confident decision-making in fast-paced settings.
• Excellent communication and commitment to outstanding customer service.
• Willingness to obtain or hold relevant industry qualifications listed above.

Responsibilities

• Oversee day-to-day facility operations, ensuring safety and high standards.
• Lead and support staff during shifts, assigning tasks and ensuring service quality.
• Promote a strong health and safety culture and ensure policy compliance.
• Respond to incidents and emergencies with appropriate control.
• Monitor performance using KPIs and data to drive improvements.
• Build positive relationships with customers, partners and stakeholders.

Skills

Strong leadership

Organisational skills

Customer service

Problem-solving

Communication skills

Education

National Pool Lifeguard Qualification

National Pool Plant Operators Certificate

First Aid at Work

Job description

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Location: Whitchurch swimming and Fitness Centre, SY13 2BY
Salary: £27,839.67 plus excellent benefits
Schedule: Full time 37 hours per week, working a mixture of earlies, lates and weekends between the hours of 6am & 10pm.

Make a positive difference every day

At Serco, we're pleased to be recruiting on behalf of Shropshire Community Leisure Trust.

Shropshire Community Leisure Trust encourages active, healthy lifestyles across the local community. Providing affordable access to a wide range of sports and leisure facilities in a safe, clean, friendly and welcoming space, their goal is to support healthier and happier lives for everyone. Delivering these services relies on an enthusiastic, customer-focused team, and they're now looking for a Duty Manager to join their team and help make a positive difference every day.

As a Duty Manager, you'll play a vital role in making sure visitors enjoy a safe, welcoming and high-quality experience. From supporting colleagues and overseeing daily operations to responding to emergencies and maintaining excellent standards, your work has purpose and helps create a positive impact on communities. Every day brings the opportunity to build trust, take pride in what you do, and help people lead healthier, more active lives.

What you’ll do as a Duty Manager

• Manage the day-to-day operation of the facility, ensuring activities are delivered safely and to a high standard.
• Lead and support colleagues during shifts, allocating tasks and ensuring excellent service delivery.
• Promote and maintain a strong health and safety culture, ensuring compliance with all policies, procedures and relevant legislation.
• Respond confidently and effectively to incidents and emergency situations, taking control when required.
• Monitor facility performance and contribute to continuous improvement through the use of key performance indicators and operational data.
• Build positive relationships with customers, partners and stakeholders to help deliver a welcoming and enjoyable experience.

Does this sound like you?

• Experience working in a leisure, sports or customer-focused operational environment.
• Strong leadership and organisational skills, with the ability to coordinate colleagues and prioritiise workloads.
• A proactive approach to problem-solving and the confidence to make decisions in a fast-paced environment.
• Excellent communication skills and a commitment to delivering outstanding customer service.
• Willingness to complete or hold relevant industry qualifications, including National Pool Lifeguard Qualification, National Pool Plant Operators Certificate and First Aid at Work.

What we offer

• Free gym membership for you and your immediate family
• Free safeguarding training and Disclosure and Barring Service (DBS) checks
• Free swimming lessons and holiday clubs for one child (50% off for additional children)
• 6% employer matched pension contribution
• Training and development opportunities
• Employee Assistance Programme, Wisdom wellbeing app, Personal Trainer discounts
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment, travel, and gym equipment

Serco Leisure is one of the UK's leading national operators of leisure centres, destination venues and elite sporting facilities, managing sites, services and recruitment on behalf of the Leisure Trust.

Our inclusive recruitment commitment:

We prioritise your skills and potential, and champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).

Please note, for many of our roles, a DBS check will be required.