Duty Manager

Serco Limited; Telford; On-site; GBP 28,000; Full time

Job summary

A leading leisure services provider in Telford is looking for a passionate Duty Manager to oversee day-to-day operations at the Lilleshall National Sports Centre. The role involves ensuring the highest standards of service, managing relationships with stakeholders and upholding health and safety practices. Candidates should possess strong leadership skills and a commitment to excellent customer service. Enjoy benefits such as free membership and professional development opportunities while contributing to community wellbeing.

Benefits

Free membership at the Centre

Discounted meals and classes

Excellent development and training opportunities

20 days annual leave plus public holidays

Qualifications

• Prior experience in leading a team in the Leisure Industry or service sector.
• Confidence in working face-to-face with customers.
• Enthusiastic and customer-focused attitude.

Responsibilities

• Manage the facility day-to-day ensuring all activities are delivered to a high standard.
• Prioritize health and safety of staff and customers.
• Engage in high-level customer interaction.
• Facilitate a safe, fun, and professional working environment.

Skills

Team leadership

Customer service

Communication

Health and safety awareness

Education

IOSH Managing Safely Certificate (desired)

Job description

Serco Limited

Location: Lilleshall National Sports & Conferencing Centre

Job type: Permanent, full time

Working Hours: 39 per week, between Monday to Sunday, covering earlies and lates + Occasional overnight cover when needed.

Salary: £27,595.59 per annum + excellent Benefits

Here at Lilleshall National Sports Centre our goal is to get more people, more active, more often. We provide affordable access to a wide range of sports and leisure facilities to support healthier and happier people across all segments of the local 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 the centre.

Lilleshall is one of Sport England's National Sports Centres and is home to a number of National Governing Bodies of Sport. Lilleshall provides excellent facilities to Britain’s leading sports men and women and is also a Conferencing and Event Centre, boasting a large number of recently refurbished rooms and outdoor spaces for weddings, corporate events, and team‑building days.

About the Role

As the Duty Manager, the purpose of your role will be to manage the facility on a day-to-day basis ensuring all activities are delivered to a high standard, with the health and safety of staff and customers as the first priority and you will deputise for the Operations Manager as and when required. You will support the management team in building and maintaining positive relationships with onsite partners, hotel guests and neighbours. This role will involve a lot of walking around to the various departments etc. Lastly, you will also be involved in a high level of customer interaction as well as the deployment and supervision of the operational team to make sure our customers a receive a positive memorable experience. You will help in facilitating a safe, fun, and professional working environment with free access to the leisure facilities, various discounts, and excellent development opportunities.

Responsibilities

• Manage the facility day-to-day ensuring all activities are delivered to a high standard.
• Prioritise health and safety of staff and customers.
• Depute for the Operations Manager when required.
• Support the management team in building and maintaining relationships with onsite partners, hotel guests and neighbours.
• Walk around various departments to oversee operations.
• Engage in high‑level customer interaction.
• Deploy and supervise the operational team to deliver a positive experience.
• Facilitate a safe, fun, and professional working environment.

About you

The successful candidate will be a passionate and enthusiastic individual who like the members of staff at Lilleshall, pride and strive to give the best service possible for those who visit the centre and go the extra mile for customers when needed. The Duty Manager role is an important role as you will be someone who needs to lead by example and be a role model for those members of staff under you. You will be seen as a self‑starter who strives for self‑improvement and advise where necessary for areas of development for your staff. Furthermore, you will be expected to be a port of call when an emergency arises. To be considered for this role we are looking to hear from candidates who have prior experience and confidence in leading a team by example and working face to face with customers, preferably in the Leisure Industry, or a service led background. It is desirable that you hold an IOSH Managing Safely Certificate (or be willing to undertake the qualification).

Why Serco

Meaningful and vital work: Working within Leisure means that you’ll play a critical role in ensuring that the communities we serve receive exceptional service and you’ll help to provide our local communities with a safe and fun environment to stay healthy and connected to others. A world of opportunity: It takes a diverse team to support our Leisure business and we’re big on internal progression. So, whether you specialise your skills, undertake additional training or progress into senior management you’ll find all the opportunity you need to evolve your career. Great people: Our staff are dedicated to providing the best possible service for our customers and we welcome those who take similar pride in their work.

What we offer

• Free membership at the Centre, plus heavily discounted staff meals and use of classes and facilities.
• Free safeguarding training and DBS check.
• Excellent Development and Training Opportunities.
• 6% employer matched pension contribution.
• 20 days annual leave, 21 days after a year + Public Holidays.
• For all Leisure benefits please see Employee Benefits (moreleisure.com).