Duty Manager

Department: Operations (LC)

Employment Type: Permanent - Full Time

Location: Woodrow High House

Reporting To: Leisure Operations and Duty Manager

Compensation: £27,208 / year

Description

What you will be doing

• Provide outstanding customer service experiences via a welcoming frontline duty management service, dealing with account enquiries and supporting bookings. 
• You will work an early or late shift, on a rotational basis, to ensure lifeguard and duty manager cover is available while the Leisure Centre is open, Monday - Sunday. 
• Support the organisation of lifeguard training, including NPLQ renewals, competency assessments, quarterly lifeguard observations and maintaining training records, as required. 
• Supervise the leisure retail shop, including sales, inventory control and daily reconciliation. 
• Cover lifeguard shifts where there are gaps to ensure ongoing operations.
• Support the Operations & Duty Manager to ensure the rota is proactively staffed each week. 
• Ensure accurate and timely recording of staff attendance and absence data each shift. 
• Support new leisure staff inductions and training requirements. 
• Ensure your training and competence is achieved and maintained, taking responsibility for your ongoing professional development. 

• Support management in maintaining the safety of the leisure facilities, ensuring working best practices and compliance with legislation, and completion of KPIs by the leisure team. 
• Support the day-to-day management of the pool plant operation, ensuring regular maintenance tasks and KPI checks are undertaken according to schedule. 
• Ensure the reporting of accidents, incidents and near misses are done in a timely manner. 
• Ensure reporting of any hazards, damage or maintenance issues to the Facilities team. 

• Actively promote London Youth's policy and procedures to value and respect diversity and inclusion in all aspects of your duties and working relationships. 
• Manage resources to the highest standards and act as a custodian of best practice. 
• You will be expected to play a proactive part in the implementation of the work and policy of London Youth as a whole, supporting the vision, mission and aims of the charity. 

What you bring to the role

• Experience working in leisure in a supervisory or management capacity as a Duty Manager, Senior Lifeguard Assistant, or similar. 
• Experience working in a customer facing environment, providing the highest levels of customer service, managing communications, resolving conflict. 
• Experience of working with a range of customers, including young people and adults, with different backgrounds and varying needs. 
• Working knowledge of health & safety best practice and legislation in leisure facilities. 
• Experience supervising and/or line managing people, including training and induction. 
• Experience carrying out lifeguard observations. 
• Computer literate and competent using Microsoft applications. 

• Experience in the use of CoursePro, or similar leisure bookings management systems. 
• Experience in the use of Deputy, or similar employee scheduling, timesheet software systems. 
• Experience managing external suppliers to support delivery of essentials services. 
• Experience operating a pool plant room, and associated KPI management. 

• Current RLSS NPLQ (National Pool Lifeguard Qualification) - Essential 
• Pool Plant Operator Certificate - Highly Advantageous 

• Swimming Teacher Qualification (Swim England or STA) 
• First Aid at Work certificate 
• NVQ in Leisure or Operations Management, or similar 
• RLSS NPLQ Trainer Assessor 

• Customer-centric mindset with exceptional customer service skills. 
• Able to quickly establish rapport and build effective relationships across a range of personas. 
• Composed demeanour, able to keep calm under pressure and solve problems when they arise. 
• Articulate communicator with a confident telephone manner and excellent written skills. 
• Collaborative team player with a willingness to work effectively with others. 
• Self-motivated with a positive attitude, growth mindset and keen willingness to develop. 
• Able to work independently, demonstrating proactivity and initiative. 
• Impeccable work ethic and a flexible approach to work. 
• Good organisational skills, able to effectively prioritise workload. 
• Analytical thinker with meticulous attention to detail. 
• Absolute discretion and ability to maintain confidentiality. 
• Passionate about leisure and sport opportunities to support health and wellbeing outcomes. 
• Passionate and demonstrably committed to improving the lives of children and young people. 
• Absolute commitment to London Youth's principles of equality, diversity and inclusi8on. 

• Ambitious 
• Collaborative 
• Inclusive 
• Accountable 

Why work at Woodrow High House

• 39 days of annual leave (31 days + 8 bank holidays).
• Health Care Cash Plan to help cover your healthcare essentials. 
• Free access for you and your family to the Employee Assistance Programme. 
• Free onsite parking. 
• Branded quality uniform provided. 
• Free access to the 'Headspace' wellbeing app. 
• Free access to the Charity Mentoring Network, as a mentee or mentor. 
• Free tea and coffee available in the 'Tea & Coffee Bar'. 
• Free meals provided whilst on duty when the kitchen is serving young people in residence. 
• Magnificent location on an historic estate surrounded by nature. 
• You'll be working with a fantastic team of passionate colleagues across London Youth. 
• An outstanding culture and ethos where staff and visitors enjoy, challenge, and achieve. 
• Occasional supply of sweet - sometimes savoury - always yummy - treats are guaranteed. 
• You will be making a difference to the lives of young people!