Overview
The Duty Manager is responsible for the safe, effective, and efficient day-to-day operation of the pools and surrounding facilities. Acting as the senior person on duty, the post holder will lead and support the operational team, ensure exceptional customer experiences, maintain high standards of health and safety, and respond effectively to incidents and emergencies.
The DM plays a key role in creating a welcoming, inclusive, and safe environment for all users while protecting and promoting the unique heritage and environmental value of the facility.
Key Responsibilities
Operational Management
- Assume overall responsibility for the facility during designated shifts.
- Open and close the site in accordance with operational procedures.
- Ensure facilities, equipment, and public areas are maintained to a high standard of cleanliness and presentation.
- Monitor pool and site conditions, including weather, tidal influences, water quality, and environmental factors that may impact safe operations.
- Complete all operational checks and record keeping requirements.
Health, Safety and Compliance
- Work closely with the Safety officer.
- Respond effectively to emergencies, incidents, accidents, and first aid situations.
- Lead emergency evacuations and coordinate emergency response procedures when required.
- Promote a proactive safety culture among staff and visitors.
Team Leadership
- Supervise lifeguards, reception staff, café staff, volunteers, and other operational team members as required.
- Provide day-to-day leadership, guidance, and support.
- Allocate duties and monitor performance throughout shifts.
- Assist with staff induction, training, mentoring, and development.
- Ensure adequate staffing levels are maintained and escalate concerns where necessary.
Customer Experience
- Deliver and promote outstanding customer service standards.
- Act as the primary point of contact for customer enquiries, feedback, and complaints.
- Resolve issues professionally and efficiently.
- Foster a welcoming and inclusive atmosphere for all visitors.
- Support community engagement activities, events, and programmes.
Environmental and Site Management
- Support sustainable operations and environmental initiatives.
- Monitor and report maintenance issues and defects.
- Liaise with contractors and maintenance teams when required.
- Ensure outdoor areas, changing facilities, and public spaces remain safe and accessible.
Financial and Administrative Responsibilities
- Process admissions, memberships, bookings, and retail transactions where required.
- Ensure cash handling and reconciliation procedures are followed.
- Maintain accurate operational records, reports, and documentation.
- Support achievement of income targets through excellent customer service and efficient operations.
Person Specification
Essential
National Pool Lifeguard Qualification (NPLQ)
Minimum 2 years’ experience as a Pool Lifeguard.
Proficient in Microsoft Office, particularly Outlook, Word, and Excel.
Strong organisational and time management skills with the capability to prioritise tasks
Excellent verbal and written communication skills.
Ability to work independently, use initiative, and manage multiple tasks simultaneously.
Customer-focused with a commitment to maintaining high standards of safety and service.
Desirable
Pool Plant Operations Qualification.
IOSH qualification or equivalent health and safety certification.
Previous supervisory or team leadership experience.
Experience working within a leisure, aquatic, or outdoor recreational environment.
Key Skills and Competencies
· Strong leadership and decision-making skills.
· Excellent communication and interpersonal abilities.
· Ability to remain calm and effective under pressure.
· Strong problem-solving skills.
· Effective organisation and attention to detail.
· Competent IT and administrative skills.
· Ability to work independently and collaboratively as part of a team.
· Commitment to health, safety, and exceptional customer service.
Personal Attributes
The successful candidate will be:
- Friendly, approachable, and professional.
- Passionate about customer service and community engagement.
- Resilient and adaptable in a dynamic outdoor environment.
- Committed to health, safety, and safeguarding.
- Environmentally aware and supportive of sustainable practices.
- Reliable, flexible, and willing to work evenings, weekends, bank holidays, and during peak seasonal periods.
Working Conditions
This role is primarily based outdoors and requires working in varying weather conditions, including wind, rain, cold temperatures, and strong sunlight. The post holder will frequently walk around the site, supervise aquatic activities, and respond to operational and emergency situations.
Pay: £28,516.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
Work Location: In person
