General Manager

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

Benefits offered by this job

Pension scheme with employer

25 days annual leave plus bank holiday

Free membership at the Centreplus and特

Discounted use of classes and facility

Training, development and apprentices

Employee Assistance Programme and well

Discounts with retailers and services

Job summary

Serco Leisure is seeking an experienced General Manager to lead the Maidstone Leisure Centre and Lockmeadow Health Club. You will drive safe, efficient, customer-focused operations across two high-profile sites, delivering exceptional experiences while growing the business.

You will manage high-performing teams, champion continuous improvement, and partner with the Contract Manager to ensure strategic, financial, and community objectives are met.

Qualifications

• Senior operational management experience in leisure, facilities management, hospitality or similar customer-facing environment.
• Experience leading multi-site operations and managing diverse teams.
• Track record of delivering commercial growth, operational improvements, and financial targets.

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.

Job description

Base Location: Maidstone Leisure Centre, ME15 7RN covering multiple sites

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?

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.

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.

Does this sound like you?

• 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.

What We Offer

• Pension scheme with employer contributions.
• 25 days annual leave plus bank holidays.
• Free membership at the Centreplus 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.

Serco Leisure is one of the UK's leading national operators of leisure centres, destination venues and elite sporting facilities, managing sites, services and recruitment on behalf of the Leisure Trust.

Our Inclusive Recruitment Commitment

We prioritise your skills and potential, and champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our 'Ban the Box' pledge (some roles may have security exemptions).

Please note, for many of our roles, a DBS check will be required.

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