Duty Manager

Serco USA; Maidstone; On-site; GBP 29,000 - 34,000; Full time

Job summary

Serco Leisure is seeking a Duty Manager at Maidstone Leisure Centre to lead day-to-day operations, ensure a safe, welcoming environment and deliver a high-quality visitor experience while keeping the centre running smoothly.

This hands-on leadership role requires supervising teams across front of house, wet and dry sides, opening and closing duties, and responding to live operational challenges. You will help create a space where people stay active, connected and healthy.

Qualifications

• Experience in a leisure, fitness or customer-focused environment.
• Proven ability to supervise or lead teams effectively, and lead by example.
• Strong communication skills and a passion for customer service.
• The ability to stay calm and make decisions under pressure.

Responsibilities

• Lead day-to-day operations of the leisure centre, ensuring a safe and efficient environment.
• Act as a key holder, taking responsibility for opening and closing the facility.
• Coordinate colleagues across front of house, wet side and dry side activities.
• Deliver excellent customer care, handling enquiries, feedback and complaints professionally.
• Monitor health and safety standards, carrying out checks and ensuring compliance with procedures.
• Respond confidently to incidents and emergencies in line with established processes.

Skills

Leisure experience

Team leadership

Customer service

Decision making under pressure

Flexible shifts

NPLQ desirable

Job description

Location: Maidstone Leisure Centre, ME15 7RN

Salary: £29,200 per annum plus excellent benefits

Schedule: Permanent, full-time, 40 hours - shift-based including early mornings, evenings, weekends and bank holidays

Ready to impact a better future?

Here at Maidstone Leisure Trust our goal is to encourage active, healthy lifestyles in an environment that is safe, warm, clean, friendly and fun. To be the destination of choice for being part of an active community. To deliver those services takes an enthusiastic and customer focused team - and right now we are looking to recruit for a Duty Manager to join our team.

As a Leisure Centre Duty Manager in our leisure operations team, you'll play a vital role in delivering a safe, welcoming, and high-quality experience for every visitor while keeping the centre running smoothly.

Here at Maidstone Leisure Trust our goal is to encourage active, healthy lifestyles in an environment that is safe, warm, clean, friendly and fun. This is a hands-on leadership role where your work has purpose - ensuring customers enjoy their leisure time safely while supporting colleagues to perform at their best. From opening the building to responding to live operational challenges, you'll help create a positive impact on communities by maintaining a space where people can stay active, connected and healthy.

What you'll do as a Leisure Centre Duty Manager

You’ll be entrusted to:

• Lead day-to-day operations of the leisure centre, ensuring a safe and efficient environment
• Act as a key holder, taking responsibility for opening and closing the facility
• Coordinate colleagues across front of house, wet side and dry side activities
• Deliver excellent customer care, handling enquiries, feedback and complaints professionally
• Monitor health and safety standards, carrying out checks and ensuring compliance with procedures
• Respond confidently to incidents and emergencies in line with established processes

Does this sound like you?

You’ll be a great fit for this role if you have:

• Experience in a leisure, fitness or customer-focused environment
• Proven ability to supervise or lead teams effectively, and lead by example
• Strong communication skills and a passion for customer service
• The ability to stay calm and make decisions under pressure
• A flexible and reliable approach to working shifts
• An NPLQ qualification is desirable but not essential; however, candidates must be able to meet the requirements to achieve the qualification.

Discover all you need to keep growing

We're one of the top 1% of international employers, so you can have confidence you'll be part of a highly supportive culture with leaders you can count on to help you achieve your goals. From mentoring and training to our focus on internal progression, we're proud to offer clear development opportunities - and the support and tools to help you seize them.

What we offer

• Holidays: 21 days plus bank holidays
• Pension: Up to 6% contributory pension scheme
• Training and development: 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
• Health and wellbeing: 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: Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Charity: Paid volunteering day, tax‑free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Employee networks: Our networks support inclusion and connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including LGBTQIA+ employees, women, parents and carers, people with disabilities, veterans, and people from all cultural backgrounds

Trust and Serco Leisure Employee Benefits

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. For confidential enquiries about this role, please contact MyHR via the portal.

Please ensure your line manager is aware of your application.