Head of Operations
Kidsgrove Sports Centre CIO
Responsible to: General Manager
Purpose of the Role
This is an exciting opportunity to become the operational lead at one of Staffordshire's busiest community leisure centres.
Working closely with the General Manager, the Operations Manager will oversee the day-to-day operation of the centre, ensuring exceptional customer service, outstanding health and safety standards, strong financial performance and an engaged, motivated workforce.
As the General Manager's deputy, you will provide leadership to the Duty Management team and operational staff, embedding a culture of accountability, professionalism and continuous improvement.
This is a hands-on leadership role. You'll be just as comfortable supporting staff poolside or resolving operational challenges as you are analysing performance, developing people and improving systems.
Key Responsibilities
Operational Leadership
- Lead the day-to-day operation of the sports centre.
- Deputise for the General Manager when required.
- Manage Duty Managers and operational staff.
- Ensure the centre operates safely, efficiently and commercially.
- Drive consistently high operational standards across all departments.
- Monitor daily performance and resolve operational issues.
- Support the delivery of business objectives and centre growth.
Leadership & People Management
- Lead, motivate and inspire the operational team.
- Directly manage the Duty Managers.
- Conduct one-to-one meetings, probation reviews and appraisals.
- Coach and develop future leaders.
- Manage performance positively and fairly.
- Assist with recruitment, induction and training.
- Promote a positive, supportive workplace culture.
Health & Safety
- Ensure full compliance with all Health & Safety legislation.
- Maintain NOPs, EAPs and risk assessments.
- Lead accident and incident investigations.
- Ensure statutory compliance across the centre.
- Oversee pool safety, water quality and operational procedures.
- Act as senior incident manager when required.
Customer Experience
- Champion exceptional customer service.
- Resolve complex customer issues.
- Support member retention initiatives.
- Develop strong relationships with clubs, schools and community groups.
- Continually seek opportunities to improve the customer journey.
Commercial Performance
- Monitor centre performance and KPIs.
- Support budget management.
- Identify opportunities to increase income.
- Monitor staffing efficiencies.
- Assist with business planning and continuous improvement.
Systems & Administration
- Produce operational reports.
- Analyse attendance and performance data.
- Ensure accurate records are maintained.
- Confidently use Microsoft 365 and leisure management software.
- Support implementation of new systems and technology.
Operational Duties
As a visible leader you will occasionally be required to support operational duties including:
- Lifeguarding
- Reception
- Gym support
- Opening and closing the building
- Duty Management cover
- Emergency response
Essential Experience
- Minimum three years' experience in a senior leisure management role.
- Experience leading operational teams.
- Experience managing Duty Managers or supervisory staff.
- Proven ability to motivate and develop people.
- Strong understanding of Health & Safety within leisure.
- Experience managing operational performance.
- Excellent communication skills.
- Strong organisational skills.
- Competent in Microsoft Office 365.
- Comfortable learning new software packages.
Essential Qualifications
- Minimum Level 3 qualification in Business Management, Leisure Management or equivalent.
- National Pool Lifeguard Qualification (NPLQ), or willingness to obtain.
- Enhanced DBS (or willingness to undergo one).
Desirable Qualifications
- Level 5 qualification or degree in Business/Operational Management
- Pool Plant Operator Qualification.
- IOSH Managing Safely.
- Swim Teaching Qualification.
- First Aid at Work.
- Safeguarding qualification.
- Fire Marshal training.
Personal Qualities
We're looking for someone who:
- Leads by example.
- Is positive, approachable and solutions focused.
- Can inspire and motivate others.
- Builds strong working relationships.
- Is calm under pressure.
- Takes ownership and accountability.
- Is resilient and adaptable.
- Has a genuine passion for community leisure.
Working Pattern
This is a flexible management position.
The role will involve a mixture of early mornings, evenings and weekends to support the operational needs of the business. Over time, the role is expected to move towards predominantly weekday core management hours, whilst maintaining a visible operational presence across the business.
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Company pension
- Free fitness classes
- On-site gym
- On-site parking
- Sick pay
Application question(s):
- Must have 3 years or more people management/leadership skills
Education:
- Diploma of Higher Education (preferred)
Experience:
- Leisure: 3 years (required)
Work Location: In person
