Duty Manager

We Are Swim; Newcastle upon Tyne; On-site; GBP 22,000 - 34,000; Full time

Benefits offered by this job

Birthday day off

Instant earned wage access

Fully funded training

Bright, modern facilities

Lesson discounts for family and friend

Career progression opportunities

Job summary

swim! is seeking a Duty Manager to join the venue management team and deliver an exceptional customer experience every day. You will support operations, safety, and performance to keep the centre running smoothly while maintaining high teaching standards and facility upkeep.

You will lead and motivate Teachers and Operations Assistants, ensuring a welcoming, safe environment. The role offers opportunities to connect with families and local organisations and develop your leisure career.

Qualifications

• Experience supervising a team in a leisure, hospitality, or customer-facing environment.
• Strong customer service focus with ability to engage families and schools.
• Confident communicator with in-person and phone interactions; able to train and motivate staff.

Responsibilities

• Oversee daily operations on shift to ensure a safe, clean, and enjoyable venue for customers.
• Motivate and support teaching and operations teams to deliver premium experiences.
• Ensure high standards of safety, cleanliness, and pool plant operations (training provided).
• Contribute to local community engagement with schools, nurseries, and groups to drive sign-ups.

Skills

Team supervision

Customer service

Communication skills

Health & safety awareness

Job description

As a Duty Manager at swim!, you'll be part of the management team at your venue to deliver an exceptional customer experience every day. You'll support the operations, safety, and performance ensuring the centre runs smoothly, looks its best, and meets the highest standards of teaching, maintenance, and service. You'll also play a key role in growing your local swim! community, connecting with families, schools, and local organisations. Mentored and supported by your General Manager and Assistant General manager, this entry into management role can kickstart your leisure career, you'll create a welcoming, efficient, and energetic environment that families love returning to.

What You'll Do

• When on shift, supervise the daily operations of your swim! venue, ensuring a safe, clean, and enjoyable environment for all customers.
• Motivate and support the team including Teachers and Operations Assistants to deliver a premium experience every day.
• Maintain the highest operational and safety standards, including responsibility for pool plant operations (training provided if required).
• Take some accountabilities related to safety, cleanliness and customer service.
• Support the delivery of hyperlocal community engagement helping to build relationships with schools, nurseries, and local groups to raise awareness and drive new sign-ups.
• Retaining exist customers through high standards, quality lessons and customer service.
• Respond to customer feedback to continuously improve service quality.
• Collaborate with colleagues across swim! centres across your region and swim@ venues to share good practice and deliver a great experience for every family.

Essential

• Experience supervising a team, ideally in a leisure, hospitality, or customer-façing environment.
• Experience working in facilities, ideally leisure or pool operations.
• Confident communicator, both in-person and over the phone, with strong customer service skills.
• Passion for delivering premium experiences and building community connections.
• Capacity to work a 3-week rota (including some evenings/weekends).

Desirable

• Good supervisory skills, able to communicate to, motivate, and inspire others.
• Knowledge of health & safety and safeguarding principles and policies.
• Pool Plant Operator qualification desirable (training provided if not yet held).
• Swimming Teacher qualification (training provided if not yet held).
• Sales experience, ideally in a customer-service environment.

Founded by Olympians Becky Adlington OBE and Steve Parry MBE, swim! is the UK's leading premium learn-to-swim brand. Our purpose-built, state-of-the-art venues are designed especially for families, safe, secure, and inspiring environments where children learn, grow, and have fun in the water. We're proud of our people and our product, and high standards should run through everything we do. From the quality of our teaching to the way we support every swimmer and family as well as safe, clean, warm venues.

Competitive salary

• Your birthday off, on us.
• Instant earned wage access, save as you earn and discount vouchers
• Fully funded training and ongoing professional development.
• Bright, positive working environment in modern, purpose-built facilities.
• Discounts on lessons for family and friends.
• Recognition, rewards, and regular team events.
• Career progression opportunities from venue management to leadership, regional and central opportunities.