General Manager

Serco Group Plc; Maidstone; On-site; GBP 46,000 - 56,000; Full time

Benefits offered by this job

25 days annual leave

Bank holidays

Centre membership included

Discounted classes and facilities

Training and apprenticeship pathways

Career progression opportunities

Employee Assistance Programme

Wellbeing support

Retail discounts

Job summary

Serco Group Plc is seeking an experienced General Manager to lead Maidstone Leisure Centre and Lockmeadow Health Club. You will drive safe, efficient, and commercially successful operations across two sites, building strong teams and delivering exceptional customer experiences.

You will develop site strategies, monitor KPIs, manage budgets, and nurture stakeholder relationships to support community impact and growth. A strong focus on health, safety, and continuous improvement is essential.

Qualifications

• Proven experience in a senior operational management role within leisure, facilities management, hospitality, or a similar customer-facing environment.

Responsibilities

• Lead and manage multiple leisure facilities, ensuring safe, efficient, and commercially successful operations.
• Develop and deliver site strategies and annual business plans that meet contractual requirements and business objectives.
• Drive commercial performance, identifying opportunities for growth, increased participation, and improved operational efficiency.
• Provide visible leadership to site management teams, creating a culture of accountability, engagement, and high performance.
• Ensure all facilities are safe, compliant, welcoming, clean, and maintained to the highest standards.
• Build and maintain effective relationships with customers, stakeholders, community groups, and partner organisations.
• Use performance data and KPIs to monitor service delivery, identify opportunities for improvement, and drive operational excellence.
• Oversee financial performance, budgets, profitability, and resource management to achieve agreed targets.
• Champion health, safety, environmental, business continuity, data protection, and compliance standards across all sites.
• Lead recruitment, succession planning, talent development, and employee engagement initiatives to build high-performing teams.

Skills

Multi-site leadership

Commercial growth

Operational improvements

Financial targets

Stakeholder management

People management

Health and safety

Analytical thinking

Communication

Customer focus

Job description

We are seeking an experienced and inspiring General Manager to lead the flagship Maidstone Leisure Centre and Lockmeadow Health Club. This is an exciting opportunity to take ownership of two high-profile facilities, delivering outstanding customer experiences, driving commercial success, and creating a positive culture where colleagues can thrive and develop.

As a visible and influential leader, you will be responsible for ensuring the safe, efficient, and customer-focused operation of both sites. You will lead high-performing teams, champion continuous improvement, and work closely with the Contract Manager to deliver operational excellence, sustainable growth, and strong community impact.

The role requires a strong commercial mindset, a passion for customer service, and the ability to build effective relationships with stakeholders, local communities, partners, and customers. You will play a key role in shaping the future of leisure provision across Maidstone, ensuring our facilities remain at the heart of the communities they serve.

If you are a results-driven leader with a track record of delivering operational excellence and inspiring teams, we'd love to hear from you.

Join us and help create healthier communities, stronger teams, and a better future for Maidstone.

What you'll do

• Lead and manage multiple leisure facilities, ensuring safe, efficient, and commercially successful operations.
• Develop and deliver site strategies and annual business plans that meet contractual requirements and business objectives.
• Drive commercial performance, identifying opportunities for growth, increased participation, and improved operational efficiency.
• Provide visible leadership to site management teams, creating a culture of accountability, engagement, and high performance.
• Ensure all facilities are safe, compliant, welcoming, clean, and maintained to the highest standards.
• Build and maintain effective relationships with customers, stakeholders, community groups, and partner organisations.
• Use performance data and KPIs to monitor service delivery, identify opportunities for improvement, and drive operational excellence.
• Oversee financial performance, budgets, profitability, and resource management to achieve agreed targets.
• Champion health, safety, environmental, business continuity, data protection, and compliance standards across all sites.
• Lead recruitment, succession planning, talent development, and employee engagement initiatives to build high-performing teams.

Proven experience in a senior operational management role within leisure, facilities management, hospitality, or a similar customer-facing environment.

• Experience leading multi-site operations and managing diverse teams.
• Demonstrable success in delivering commercial growth, operational improvements, and financial targets.
• Strong leadership and people management skills with the ability to motivate, coach, and develop others.
• Experience managing stakeholder relationships and working collaboratively with clients, partners, and community groups.
• Sound understanding of health and safety, compliance, and risk management within an operational environment.
• Strong analytical and problem-solving skills, with the ability to use performance data to inform decision-making.
• Excellent communication and influencing skills, with the ability to engage and inspire colleagues at all levels.
• Passionate about delivering outstanding customer experiences and continuous improvement.

Serco Leisure acts as the day-to-day operational management partner for Maidstone Leisure Trust, supporting the Trust in delivering its contractual commitments to Maidstone Borough Council. Together, we create welcoming, inclusive, and accessible environments that help people live healthier, more active lives.

Permanent, Full Time, 37.5 hours per week - Predominantly Mon-Fri 9:00 - 17:00

Up to £51,000 per annum + excellent benefits

Ready to impact a better future?, Pension scheme with employer contributions.

• 25 days annual leave plus bank holidays.
• Free membership at the Centre plus heavily discounted use of classes and facilities
• Access to a wide range of training, development, and apprenticeship opportunities.
• Opportunities for career progression across Serco's diverse business areas.
• Employee Assistance Programme and wellbeing support services.
• Discounts and benefits scheme with hundreds of retailers and services.

Vetting Requirements

An Enhanced DBS check is required for this role. This includes spent and unspent convictions, cautions, and any relevant information held by local police, in accordance with the Rehabilitation of Offenders Act and safeguarding requirements. You will also complete an Occupational Health Questionnaire to allow us to provide any support needed for you to succeed in the role.