Duty Manager - Leisure

Peterborough Limited; Peterborough; On-site; GBP 25,000 - 35,000; Full time

Job summary

A local leisure provider in Peterborough is seeking a Customer Experience Manager to ensure high-quality leisure services. The ideal candidate will have experience in managing teams and delivering excellent customer service. Success in this role requires a National Pool Lifeguard Qualification and a passion for fitness and leisure services. This position offers a dynamic work environment across multiple facilities.

Benefits

Training opportunities

Career development

Support for qualifications

Qualifications

• Experience in supervising or managing a team.
• Experience working in a service delivery customer-focused environment.
• Experience delivering great customer service.
• Good working knowledge of Microsoft Office.

Responsibilities

• Ensure high-quality customer-focused leisure service as Responsible Manager.
• Maintain a safe environment for customers and staff.
• Provide excellent customer service experience.
• Manage daily operations of the Leisure facility.

Skills

Great Customer Service

Effective interpersonal skills

Good team worker

Excellent verbal and written communication skills

Positive can-do attitude

Passion for leisure and fitness services

Education

GCSEs C grade or above (or equivalent) in English and Maths

Current National Pool Lifeguard Qualification

Pool Plant Operator qualification (willingness to gain)

First Aid at Work qualification (willingness to gain)

Tools

Microsoft Office

Job description

Are you passionate about fitness and leisure and focused on creating an excellent customer experience? Do you currently work in a customer-facing role where you thrive on leading by example? If so, we want to hear from you.

Vivacity is excited to be moving forward in the next phase of its journey as part of Peterborough Culture, Heritage, Learning & Leisure and we need the best people to help us grow. Our new management structure will enable us to develop our leisure facilities across Peterborough to offer our customers a great experience and succeed on our mission to Keep Peterborough Active.

What can we offer you?

• Variety – we manage 10 venues across the city where no two customer journeys, activities, or daily routines are the same.
• Expertise – learn from our team of highly experienced leisure experts.
• Development – enhance your career through training opportunities and new qualifications. Applicants who do not currently hold a valid NPLQ certificate will be expected to gain this qualification within 12 weeks of joining. We will assist you in obtaining this qualification and we are happy to discuss this with you during your interview.

Responsibilities

• To ensure the delivery of high-quality customer-focused leisure service acting as the Responsible Manager during any shift at any company Leisure facility.
• To ensure a safe and healthy environment on-site at all times for customers, staff, and contractors.
• To provide an excellent customer service experience for all users of our facilities, as well as influence and maximise the income and usage of the facility.
• To ensure a positive Customer journey to maximise a great reputation, repeat custom, and increase income.
• To be responsible for the day-to-day operations of the Leisure facility in line with the company’s operating procedures.
• To be responsible for the day-to-day management of leisure staff at our facilities in line with the company’s policies and procedures. Including (but not limited to) training and mentoring, performance management, shift patterns, and attendance.
• Support with planning and delivery of leisure services across the business.

Experience requirements

• Experience in supervising or managing a team (E)
• Experience of working in a service delivery customer focused environment (E)
• Experience of working in the Leisure, hospitality, or well-being sector (D)
• Experience in delivering great customer service (E)
• Experience in dealing with difficult customers (E)
• Experience in working across multiple sites (D)
• Experience in cash handling and operating a till booking system (D)
• Ability to quickly learn new skills (E)
• Good working knowledge of Microsoft Office (E)

Qualification requirements

• Knowledge of great staff management (E)
• A current National Pool Lifeguard Qualification (Pools) or ability to gain (with support from the company) in 12 weeks (E)
• GCSEs C grade or above (or equivalent) in English and Maths (D)
• A Pool Plant Operator qualification (Pools) or willingness and ability to gain (with support from the company) in 12 weeks (E)
• A First Aid at Work qualification or willingness and ability to gain (with support from the company) in 12 weeks (E)
• An enhanced DBS disclosure (E)
• A full valid driving license or ability to easily get to all facilities (E)
• Understand the importance of Health and Safety and its application (E)
• Understand the importance of and commitment to Equalities and Diversity and its application (E)

Personal character requirements

• Great Customer Service (E)
• Effective interpersonal skills (E)
• A good team worker (E)
• Excellent verbal and written communication skills (E)
• A positive can-do attitude (E)
• A passion for leisure and fitness services (E)

Other points

Vivacity is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff and volunteers to share this commitment. We will undertake relevant checks including DBS checks where appropriate and this role will be subject to an Enhanced Disclosure.