Duty Manager/Senior Duty Manager

University of Hertfordshire; Hatfield; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading educational institution in Hatfield is seeking an experienced Duty Manager to oversee operational shifts and ensure exceptional customer experiences at the Hertfordshire Sports Village. This role involves leading a team, managing events, and ensuring safety protocols are followed. Candidates must have strong organizational skills and experience in customer-facing roles. The position offers significant opportunities for growth and includes various benefits such as gym membership and annual leave.

Benefits

Free Gym Membership

26 days annual leave plus 8 Bank Holidays

Annual performance-related bonus

Sick pay & pension scheme

Training and development opportunities

Discounted travel on UNO buses

Paid exercise time

Regular staff social events

Qualifications

• Experience managing teams in a customer-facing environment.
• Ability to work flexible and unsociable hours.
• Attention to detail in service delivery.

Responsibilities

• Lead and inspire the team to deliver outstanding service.
• Proactively control shifts and solve problems.
• Champion customer experience and improve operations.

Skills

Organisational skills

Communication skills

Proactive attitude

Passion for service excellence

Education

Minimum of 5 GCSEs at grade C/4 or above

Current First Aid certification

Current NPLQ

Job description

Are you a natural leader with a passion for operational excellence and customer experience? Do you thrive in fast-paced environments where no two days are the same? If so, we want you in our team!

Overview

We are seeking a Duty Manager to take charge of our dynamic operational shifts, lead a high-performing team and ensure every booking, event and customer interaction runs smoothly and exceeds expectation. Hertfordshire Sports Village provides extensive sports facilities and services to the local community, students and staff of the University of Hertfordshire. We are committed to ensuring our staff team are connected and engaged, with values such as welcoming, going the extra mile, leading by example and consistently exceeding expectations.

Responsibilities

• Leading from the front - inspire and guide the team of shift to deliver outstanding service, safety and cleanliness across all areas.
• Own the shift - take proactive control, solve problems before they arise and ensure everything runs like clockwork.
• Develop your team - recruit, train and mentor Duty Assistants, fostering a culture of empowerment, accountability and recognition.
• Drive service excellence - champion customer experience, resolve concerns and continuously improve our operations.
• Ensure safety first - oversee health and safety protocols, emergency procedures and compliance across the facility.
• Contribute strategically - play a key role in shaping operational strategies, improving services and achieving business objectives.

Progression

With the opportunity to progress to Senior Duty Manager, you will:

• Lead on a facility area (e.g. pool, outdoors, indoors).
• Drive income generation and efficiency improvements.
• Lead audits, training and strategic reviews.

Qualifications and Requirements

You will have:

• Experience managing teams in a customer-facing environment.
• Strong organisational and communication skills.
• A proactive approach to work, a can-do attitude with attention to detail.
• A passion for service excellence and team development.
• The ability to work flexible and unsociable hours.

Education and certifications:

• Minimum of 5 GCSEs at grade C/4 or above including Maths and English or equivalents (BTEC's, NVQ's, GNVQ's etc).
• Current First Aid at Work or ability to achieve within 3 months.
• Current NPLQ with up-to-date and obtainable training records or ability to pass in the first 3 months.
• Senior level appointments are considered based on significant and demonstrable skills and experience aligned with the desirable criteria and additional responsibilities stated.
• There will be the ability to move up through the salary grades as knowledge and experience grows within the role and agreed criteria are met.

Legal and Compliance

This post is exempt under the Rehabilitation of Offenders Act 1974 as amended. The University requires that the successful applicant who is offered employment will be subject to a criminal record check from the Disclosure Barring Service before the appointment is confirmed. An Enhanced Disclosure will be required and this will include details of cautions, reprimands or final warnings, as well as convictions. The University of Hertfordshire complies with the Code of Practice for Registered Persons and other recipients of Disclosure Information.

Overseas applicants and UK applicants who have lived abroad

• Successful applicants who have lived outside the UK for 12 months or more (whether continuously or in total) in the last 10 years will be required to produce a Certificate of Good Character/Conduct from each country.

What you can expect from us

• Be part of a supportive, forward-thinking team.
• Make a real impact on customer experience and team culture.
• Enjoy opportunities for growth and progression.
• Work in a vibrant, fast-paced environment where your ideas matter.

Benefits

• Free Gym Membership
• Up to 26 days annual leave per year, plus 8 Bank Holidays
• Annual performance-related bonus and pay award
• Sick pay & pension scheme
• Unrivalled training and development opportunities
• UNiDays, TOTUM (formerly NUS Extra) and Galleria discount cards
• Discounted travel on UNO buses
• Regular staff social events
• 1 hour a week paid exercise time
• And much more…