ROLEPROFILE...
LEISURE DUTYMANAGER
LeadOperations.InspirePeople.
MakeaDifference.
Role Title:
Department:
Leisure Duty Manager
Reports To (Role):
Leisure Operations
Direct Reports (Role):
Area Operations Manager
Reception, Leisure Attendants, Cleaners, Gym Team, FeelGood Team, Coaches and Soft Play & Café Team.
ImprovingHealth BuildingCommunity TransformingLives
ROLEPURPOSE
To lead the safe, efficient and customer-focused day-to-day operation of Hyndburn Leisure 's facilities, ensuring high standards of customer service, health and safety, operational performance and colleague support. The Leisure Duty Manager leads operational teams, ensures statutory compliance and drives continuous improvement across multiple Hyndburn Leisure sites.
PERSONALATTRIBUTES
Inspirational and approachable leader.
Professional, proactive and customer-focused.
Resilient and calm under pressure.
Positive and solution-focused approach.
Strong decision-making skills.
Ability to lead change and continuous improvement.
Commitment to our vision, values & Active Wellbeing agenda.
Leadership& Culture
KeyAccountabilities
Lead, motivate and support leisure operational teams to deliver excellent customer service.
2 Promote a positive, inclusive and high-performing team culture.
Provide day-to-day leadership, coaching and performance support.
Lead by example, demonstrating Hyndburn Leisure's values.
Customer Experience
KeyAccountabilities
Take responsibility for the safe and effective operation of the facility during allocated shifts.
Ensure customers receive a consistently high-quality experience.
Resolve customer enquiries and complaints professionally.
Support reception, café and operational teams where required.
FacilityOperations& ServiceDelivery
KeyAccountabilities
Coordinate daily operational activity.
Ensure facilities, equipment and activity areas are prepared and maintained.
Monitor programmed activities and resolve operational issues.
Support delivery of events and community activities.
Measures
Staff engagement
Positive team feedback
Demonstration of organisational values
Successful completion of appraisals and supervision
Measures
Customer satisfaction
Positive customer feedback
Reduced complaints
Service standards maintained
Measures
Smooth daily operations
Activities delivered as planned
Facility presentation standards
Health,Safety& Compliance
KeyAccountabilities
Ensure compliance with all legislation, policies, NOP, EAP and operational procedures.
Lead emergency responses and incident management.
Complete audits, inspections and risk assessments.
Ensure staff maintain mandatory qualifications.
Measures
Audit compliance
Health & Safety inspections completed
Incident management
Statutory compliance
WorkforcePlanning &Performance
KeyAccountabilities
• Coordinate staffing levels and daily deployment.
Support recruitment, induction and training.
Monitor attendance and performance.
• Ensure effective communication across operational teams.
Measures
Staff deployment
Training compliance
Performance management
Workforce availability
Financial& Commercial Performance
KeyAccountabilities
Support income generation through excellent customer service.
Monitor cash handling and operational financial procedures.
Support efficient use of resources.
Measures
Financial compliance
Membership growth
• Operational efficiency
Income targets supported
Continuous Improvement
KeyAccountabilities
Identify opportunities to improve customer experience and operational efficiency.
Support implementation of new initiatives.
Use operational data and customer feedback to improve services.
Promote memberships and activities.
Measures
Process improvements implemented
2 Customer feedback trends
Service developments introduced
Partnership& Communication
KeyAccountabilities
Build effective relationships with colleagues and partners.
Work closely with Area Operations Managers and other departments.
Measures
Support communication between operational teams.
Process improvements implemented
Customer feedback trends
Service developments introduced
QUALIFICATIONS/CREDENTIALS
Essential
RLSS National Pool Lifeguard
Qualification (or willingness to obtain)
First Aid at Work
Enhanced DBS Check
Pool Plant Operator Qualification (or willingness to obtain)
Desirable
IOSH Managing Safely
Level 3 Food Safety
Safeguarding Qualification
ILM, NVQ or equivalent Leadership/Management Qualification
SKILLS& EXPERIENCE
Essential
Experience supervising or managing staff within a leisure, hospitality or customer service environment.
Excellent leadership and people management skills.
Strong organisational and problem-solving abilities.
● Excellent customer service skills.
Experience of Health & Safety compliance.
Ability to manage competing priorities.
Strong communication skills.
Flexible approach to working across multiple sites.
Desirable
● Leisure management experience.
Experience of performance management.
Experience using leisure management systems.
Experience managing rotas and staffing.
Experience supporting commercial performance.
Thank you for your interest in working with us