MAGMAS
Duty Manager
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Role Title
Duty Manager - Grand Central Pools
Accountable to
General Manager
Responsible for
Receptionists and Lifeguards
Key stakeholders
Internal: General Manager, other Duty Managers, Fitness Managers, Customer Success, Asset, Systems, Marketing and Communications, Finance, Fitness and Group Exercise, and Active Communities teams.
External: Customers, contractors, partner services, emergency services and community organisations.
Our Purpose
We Exist To Improve The Lives Of Others
Mission
To develop a healthier and more active community
Role Purpose
The Duty Manager is responsible for the safe, efficient and customer-focused operation of the hub while on shift. Reporting to the General Manager, the postholder leads Receptionists and Lifeguards, coordinates day-to-day delivery and ensures that operational, commercial, people and health and safety standards support the operational objectives.
The Duty Manager will inspire colleagues to deliver an outstanding customer experience, role model the WATCH principles, respond confidently to incidents and support the hub to promote, connect and provide services that improve the lives of local people.
Hours
Full time, working shifts across the hub’s operating hours
Location
Grand Central Pools
Salary
£13.45 per hour
Personal Qualities
- Visible, calm and confident shift leader who inspires colleagues and promotes teamwork
- Customer focused, inclusive and committed to the WATCH principles
- Clear communicator able to handle challenging conversations professionally
- Good judgement, initiative and practical problem-solving skills
- Organised, dependable and able to prioritise in a busy operational environment
- Commercially aware and comfortable using information to improve performance
- Committed to serving the community and improving customer wellbeing
Relevant Experience
Essential
- Experience of supervising or leading colleagues in a customer-facing environment
- Experience of operating a leisure, aquatic or comparable public facility
- Experience of dealing with customers, resolving issues and responding to incidents
- Experience of working to operational standards, targets and deadlines
- Experience of cash handling, reconciliation and accurate record keeping
- Experience of supporting colleague performance, training and development
- Experience of implementing health and safety procedures and completing operational checks
Desirable
- Previous Duty Manager or management experience in the leisure sector
- Experience of pool plant operations and aquatic supervision
- Experience of leisure management systems, customer feedback, Quest or quality assurance
- Experience of supporting sales, membership retention or community programmes
Skills and Qualifications
Essential
- Current National Pool Lifeguard Qualification, where required for the hub (or willing to work towards)
- Health and Safety qualification or equivalent health and safety knowledge and experience
- Good general education, including English and Mathematics at GCSE level or equivalent
- Strong communication, digital literacy and administrative skills
- Ability to lead an emergency response and make sound operational decisions
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Desirable
- Pool Plant Operator Certificate
- First Aid qualification
- Customer service, leadership or leisure management qualification
- RLSS trainer/assessor or recognised resuscitation qualification
Key Objectives
KO 1
Support achievement of the hub’s commercial objectives through effective shift leadership and customer engagement.
KO 2
Deliver safe, efficient operations and outstanding customer experience in line with the Quality Management System.
KO 3
Lead, inspire and develop Receptionists and Lifeguards to achieve high standards of performance.
KO 4
Maintain health, safety, safeguarding and aquatic compliance throughout every shift.
KO 5
Support community-focused delivery and effective working with partner services operating from or alongside the hub.
Key Objective 1: Commercial Performance
Translate the General Manager’s commercial priorities into clear shift actions for Receptionists and Lifeguards. Ensure colleagues actively promote memberships, programmes and services and capture high-quality customer enquiries and sales leads. Monitor daily performance, admissions, bookings, income controls and customer patterns, escalating risks and opportunities to the General Manager. Complete accurate cash reconciliation, safe and petty cash controls in accordance with financial procedures. Control consumables and resources responsibly and support action to manage expenditure. Implement campaigns and operational initiatives consistently and provide feedback on customer response.
Key Objective 2: Operational Performance and Customer Experience
Take operational responsibility for the hub while on duty, including safe opening, closing, security and shift handover. Deploy Receptionists and Lifeguards effectively so activities are safely staffed and service levels are maintained. Ensure operational procedures, cleaning schedules, presentation standards and quality checks are completed and recorded. Maintain a welcoming, inclusive environment and resolve customer enquiries, complaints and service issues promptly. Record and escalate defects; coordinate urgent repairs or contractor attendance and take equipment out of use when necessary. Provide accurate shift, incident and performance information to the General Manager and colleagues. Support pool plant operation, water quality monitoring and environmental controls within the postholder’s competence.
Key Objective 3: People Leadership and Development
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Lead Receptionists and Lifeguards on shift, setting clear expectations and role modelling Life Leisure’s Purpose, Mission and WATCH principles. Deliver shift briefings, allocate work, monitor standards and provide timely coaching and recognition. Ensure colleagues understand their roles, emergency responsibilities, customer service expectations and individual objectives. Support induction, mandatory training, competency checks, one-to-one discussions and development reviews. Maintain professional standards of conduct, attendance, uniform and presentation and address concerns fairly and promptly. Assist the General Manager with recruitment, employee welfare and formal people processes as required. Promote an inclusive culture in which colleagues can contribute ideas and take ownership of service decisions.
Key Objective 4: Health, Safety and Compliance
Implement the health and safety management system and ensure required checks, risk controls and records are completed during each shift. Lead the immediate response to accidents, emergencies, safeguarding concerns, near misses and dangerous occurrences, escalating and reporting accurately. Ensure Lifeguards are appropriately qualified, deployed and competent and that bather supervision arrangements meet HSG179 and local operating procedures. Coordinate emergency action procedures and ensure rescue, first aid and resuscitation equipment is available and serviceable. Monitor pool water conditions and plant, act on readings outside agreed parameters and maintain required records. Ensure defects, security risks, unsafe behaviour and misuse of facilities are controlled promptly. Support audits, investigations and corrective actions and provide assurance information to the General Manager.
Key Objective 5: Community and Partnership Delivery
Ensure customers and partner organisations receive a consistent, welcoming and professional service. Support delivery of programmes and events that improve health, activity and participation in the local community. Build positive day-to-day relationships with co-located services, community partners, clubs and contractors. Capture customer and community feedback and share insights with the General Manager to support service improvement. Help ensure timetables, facility set-ups and staffing arrangements meet operational and community needs. Promote accessible and inclusive participation and signpost customers to appropriate services and opportunities.
Additional Information
The responsibilities described in this job description are not exhaustive. The postholder will work flexibly according to business and community needs and may undertake other duties appropriate to the level of the role. Significant changes will be discussed with the postholder, taking account of skills, abilities and development needs.
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