Duty Manager

Application Deadline: 30 September 2024

Department: Operations (LC)

Employment Type: Permanent - Full Time

Location: Woodrow High House

Reporting To: Leisure Operations and Duty Manager

Compensation: £24,500 / year

Description

Our people are the heart of Woodrow. As the Duty Manager, you are part of a professional, enthusiastic, and passionate team that believes in the potential of every young person who comes through the door. The Duty Manager works alongside another Duty Manager, both of whom report into the Leisure Operations & Duty Manager. This role supervises a team of Leisure Assistants/ Lifeguards; and works closely with the customer teams across the site, swimming teachers, and lifeguards to maintain ongoing service delivery expectations.

The Duty Manager is responsible for supporting the smooth running of the swimming pool and delivering a high quality and safe experience for users of Leisure Centre facilities. We expect you to come with experience of having worked in a customer facing role, where you will be able to hit the ground running. Part of your role will support the management and maintenance of the pool plant. We are looking for someone enthusiastic, motivated, and customer focused. You must demonstrate a strong commitment towards ensuring excellence in customer service and enhancing customer experience. You must be ready to communicate with a diverse range of clients, including the public, children and young people, youth group leaders and teachers.

Key Responsibilities

About the role - 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 rotational shifts to ensure lifeguard and duty manager cover is available while the Leisure Centre is open, seven days a week including weekends.
Support the organisation of lifeguard training.
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 management in maintaining the safety of the leisure facilities,
Actively promote London Youth’s policy and procedures to value and respect diversity and inclusion in all aspects of your duties and working relationships.

Please see full details in the job description

Skills, Knowledge & Expertise

About you - 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,
Working knowledge of health and 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 Office 35 applications.
RLSS NPLQ (National Pool Lifeguard Qualification) Level 3 Award in Pool Lifeguarding

Please see full details in the job description

Benefits of working at Woodrow High House

Generous holiday allowance – 31 days annual leave p.a., plus 8 bank holidays for FTE.
Free meals provided whilst on duty when the kitchen is serving young people in residence
Free tea and coffee available in “Tea & Coffee Bar”
Free onsite parking
Branded quality uniform provided
Cycle to Work scheme
Healthcare Cashback Plan to help cover your healthcare essentials
Free access for you and your family to the Employee Assistance Programme
Free access to the ‘Headspace’ wellbeing application
Eyecare vouchers
Magnificent location on a 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!

1st Interview

2nd Interview

Hired