Job Title: Sports Centre Team Leader
Location: Northstowe Sports Centre
Salary: £28,500 per year (40 weekly hours)
Operational Hours: Monday-Friday: 6am-10pm and Saturday-Sunday: 8am-8pm
Reports to: (Multi Site) Sports Centre Manager / Assistant Sports Centre Manager
About us:
P&E Sports is a rapidly growing provider of Sports and School facility management, working in partnership with Schools, community organisations, local authorities and charity organisations to maximise use of venue facilities and community involvement. Our reputation is built on professionalism, integrity, and operational excellence.
As we continue to grow, we are strengthening our on-site leadership structure to ensure high standards, consistency and accountability across every shift. The Sports Centre Team Leader role is a key part of this structure.
Purpose of the Role:
The Sports Centre Team Leader at Northstowe Secondary College is a senior operational position responsible for leading shifts, maintaining high site standards, and supporting the Sports Centre Manager in the effective running of the venue.
The Team Leader holds all responsibilities of a Sports Centre Duty Officer, while also providing additional operational oversight, task delegation, staff guidance, and administrative support.
This role bridges the gap between Duty Officer and Sports Centre Manager, and has been created to:
· Improve operational consistency
· Strengthen shift-level accountability
· Empower staff to make confident decisions
· Reduce reactive workload for the Sports Centre Manager
· Ensure the gym and wider facility operate professionally from open to close
· Provide a lead on membership sales + customer service within Northstowe Sports Centre
When on duty, the Team Leader is responsible for:
· All staff on shift
· Completion of all daily and weekly operational tasks on systems (connnecteam)
· Smooth and safe operation of the gym
· Immediate issue resolution
· Professional communication via the Northstowe email inbox, phoneline and internal radios.
In the absence of the Sports Centre Manager (while on duty), the Team Leader is responsible for operational decision-making and customer liaison within company guidelines.
Core Principle:
If it happens on your shift - you own it.
Key Responsibilities:
Shift Leadership & Accountability
The Team Leader is responsible for ensuring all daily, weekly and scheduled operational tasks are completed during their shift, either personally or through effective delegation.
· Act as senior lead on shift, ensuring smooth and professional operation of the centre.
· Provide a lead on membership sales + customer service within Northstowe Sports Centre
· Delegate tasks appropriately when working within a team.
· Ensure all daily task sheets and operational checklists are completed to standard.
· Conduct shift briefings and structured handovers
· Hold staff accountable for standards, punctuality, and professionalism
· Ensure cleaning standards, equipment set-ups, and pack-downs are completed correctly
· Lead by example in professionalism, punctuality, and customer service
· Make confident operational decisions within company guidelines
· Escalate only necessary matters to the Sports Centre Manager whilst keeping the balance of good communication with them.
The Team Leader is responsible for ensuring the shift runs safely, efficiently and professionally at all times.
Gym Operations & Membership Oversight
Northstowe operates a full gym during all centre opening hours. Gym standards are a core responsibility of this role.
Inductions & Compliance:
· The Team Leader on duty is responsible for ensuring all gym inductions are carried out correctly.
· Where qualified, they may deliver inductions themselves.
· Where not qualified, they must ensure a suitably trained staff member completes the induction to standard.
· Ensure PAR-Q documentation is compliant and stored correctly.
· Monitor safe and appropriate equipment use.
Gym Floor Leadership:
· Promote a welcoming, inclusive and motivating gym environment that encourages member retention and positive community engagement.
· Maintain visible presence and active supervision.
· Enforce gym rules and member conduct policies.
· Address unsafe behaviour immediately.
· Ensure gym presentation, cleanliness, and equipment standards are maintained.
Equipment & Maintenance:
· Conduct daily visual equipment checks.
· Report faults immediately through company reporting systems.
· Ensure cleaning schedules are followed (machines, flooring, weights, mirrors).
Membership Conduct:
· Team Leaders may issue verbal warnings or temporary suspensions in cases of misconduct.
· All disciplinary actions to gym members must be communicated to the Sports Centre Manager the same day for formal record keeping and communication.
Sales & Membership Responsibilities
- Take ownership of achieving agreed daily, weekly and monthly membership sales targets.
- Deliver excellent membership consultations, facility tours and customer appointments, ensuring prospective members receive a professional and welcoming experience.
- Proactively manage and follow up all membership enquiries using Clubright, ensuring every lead is contacted within agreed timescales.
- Generate new sales opportunities through conversations with existing customers, visitors, school users and the wider community.
- Maintain an organised and accurate sales pipeline, ensuring enquiries are regularly updated and progressed.
- Complete outbound telephone calls, emails and follow-up activity in line with agreed sales processes.
- Promote all memberships, fitness services, activities, events and promotional offers to maximise customer engagement and revenue.
- Support the Assistant Manager and Sports Centre Manager in delivering seasonal campaigns, promotions and referral initiatives.
- Assist with the planning and creation of social media content that promotes the sports centre and encourages new memberships.
- Build positive relationships with local schools, businesses, sports clubs and community organisations to increase awareness of the centre and generate new membership opportunities.
- Represent P&E Sports at local community events, promotional activities and networking opportunities where required.
- Identify opportunities to improve member retention by delivering excellent customer service and maintaining regular engagement with members.
- Work alongside the Sports Centre Manager to review sales performance, identify trends and implement actions to improve conversion rates and membership growth.
- Ensure all sales activity is accurately recorded and reported through company systems.
Facility Standards & Compliance
· Oversee opening and closing procedures.
· Conduct routine compliance checks (fire exits, lighting, cleanliness, safety).
· Ensure sports hall setups and pack-downs meet booking requirements.
· Maintain high standards across changing areas, studios and communal spaces.
· Monitor stock levels and report shortages.
· Escalate safeguarding concerns immediately.
Staff Supervision & Development
· Supervise all staff on shift.
· Provide real-time coaching and constructive feedback.
· Support onboarding and site inductions.
· Assist with interviews where required.
· Arrange rota swaps when necessary - subject to final approval by the Sports Centre Manager.
· Promote a culture of ownership and accountability.
Where operational standards are not met, the Team Leader is expected to address this at the time through guidance, instruction, or corrective action and report ongoing concerns to the Sports Centre Manager.
Formal disciplinary procedures remain the responsibility of the Sports Centre Manager.
Customer Service & Administration
The Team Leader will have access to a dedicated Northstowe operational email inbox.
Responsibilities include:
· Responding to general enquiries professionally and promptly.
· Managing booking queries within agreed authority levels.
· Escalating sensitive or complex matters to the Sports Centre Manager.
· Handling complaints calmly and constructively.
· Acting as the visible on-site escalation point for customers.
Marketing & Community Support
· Support promotional initiatives on site.
· Assist with marketing campaigns where requested.
· Encourage member engagement and participation.
· Identify opportunities for growth or new sessions.
Overall marketing strategy and direction remain with the Sports Centre Manager and Marketing Manager.
Finance & Operational Reporting
· Ensure accurate cash handling and reconciliation.
· Oversee correct register completion.
· Monitor participation trends during shift.
· Provide operational feedback to support performance improvements.
· Identify revenue improvement opportunities.
Emergency & Incident Management
The Team Leader is responsible for coordinating on-site response during incidents including:
· First Aid situations
· Fire evacuations
· Facility closures due to safety concerns
· Customer accidents or safeguarding concerns
The Team Leader must ensure all incidents are documented correctly and reported to the Sports Centre Manager as soon as reasonably possible
Operational Authority on Shift & Leadership Expectation:
While on duty, the Team Leader acts as the senior operational representative of P&E Sports at Northstowe Sports Centre.
Staff, customers and hirers should treat the Team Leader as the primary point of escalation during operational hours.
The Team Leader role is a position of trust and leadership within the operational structure of P&E Sports. Individuals in this role are expected to demonstrate professionalism, initiative, and sound judgement when making decisions that impact the team, the facility, and our customers.
Decision-Making Framework:
The Team Leader has authority to independently:
· Manage routine operational decisions.
· Resolve customer complaints within company policy.
· Delegate tasks and hold staff accountable.
· Issue verbal warnings for minor misconduct.
· Temporarily suspend gym access where safety or behaviour requires immediate action.
· Arrange rota swaps (subject to Manager approval).
· Respond to general enquiries.
The Team Leader must escalate:
· Safeguarding concerns.
· Serious health & safety incidents.
· Formal membership suspensions or bans.
· Significant complaints or legal threats.
· Staffing conflicts requiring formal intervention.
· Budgetary or financial decisions beyond routine processes.
What Success Looks like:
· The Sports Centre Manager is no longer contacted for routine operational matters during shifts.
· An increase in members at Northstowe Sports Centre
· Staff feel empowered and accountable.
· The gym operates safely and professionally at all times.
· Standards are visibly consistent across all shifts.
· Customer experience improves measurably.
Key Performance Indicators (KPIs):
First 90 Days (Operational Focus)
· 100% completion of shift checklists.
· High operational audit scores.
· Net gain in members at Northstowe Sports Centre
· Minimal avoidable escalations to Manager.
· Strong gym compliance.
· Positive customer feedback.
· Improvement in staff morale
After 90 Days
· Improved gym retention.
· Net gain in members at Northstowe Sports Centre
· An improvement in the service of the member journey at Northstowe Sports Centre
· Reduced equipment downtime.
· Strong shift-level accountability culture.
· Reduced reactive management workload.
· Contribution to membership growth.
Person Specification:
Essential
· Experience in a sports, leisure, or customer service environment.
· Demonstrable ability to lead by example.
· Strong organisational and communication skills.
· Confident delegating tasks and holding peers accountable.
· IT literate (booking systems, email, basic reporting).
· First Aid qualification (or willingness to obtain).
· Flexible availability including evenings and weekends.
· Safeguarding qualification.
· Comfortable making confident decisions.
Desirable
· Previous supervisory experience.
· Fitness Instructor/PT qualification.
· Experience conducting staff inductions or training.
· Experience conducting gym inductions.
· Strong understanding of operational standards in a leisure environment.
· Understanding of gym compliance and retention.
Please note this list of responsibilities is not exhaustive and you may be expected to undergo additional tasks/responsibilities dependant on the needs of the business.
Safeguarding is a fundamental requirement of this role, and all appointments are subject to enhanced DBS checks and continued commitment to safeguarding practices.
Pay: £28,500.00 per year
Benefits:
- Company pension
- Free parking
- Gym membership
- On-site parking
Application question(s):
- If your application is successful, when is the earliest you would be available to start?
- Please confirm your date of birth
- Please confirm your email address and contact number
- This role requires working evenings and potentially weekends. Please confirm your availability
Work authorisation:
- United Kingdom (required)
Work Location: In person
