About this role
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 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. Leisure Centre Operations Provide outstanding customer service experiences via a welcoming frontline duty management service, dealing with account enquiries and supporting bookings. You will work an early or late shift, on a rotational basis, to ensure lifeguard and duty manager cover is available while the Leisure Centre is open, Monday - Sunday. Support the organisation of lifeguard training, including NPLQ renewals, competency assessments, quarterly lifeguard observations and maintaining training records, as required. 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 new leisure staff inductions and training requirements. Ensure your training and competence is achieved and maintained, taking responsibility for your ongoing professional development. Centre Health & Safety Support management in maintaining the safety of the leisure facilities, ensuring working best practices and compliance with legislation, and completion of KPIs by the leisure team. Support the day-to-day management of the pool plant operation, ensuring regular maintenance tasks and KPI checks are undertaken according to schedule. Ensure the reporting of accidents, incidents and near misses are done in a timely manner. Ensure reporting of any hazards, damage or maintenance issues to the Facilities team. Corporate Responsibilities Actively promote London Youth's policy and procedures to value and respect diversity and inclusion in all aspects of your duties and working relationships. Manage resources to the highest standards and act as a custodian of best practice. You will be expected to play a proactive part in the implementation of the work and policy of London Youth as a whole, supporting the vision, mission and aims of the charity. Undertake any other duties as may be reasonably requested by Woodrow Management that ensure the ongoing operational success of the centre and delivery of excellent customer experiences. Reflect our inclusive culture in your day-to-day work and support a positive health & safety and safeguarding culture in your interactions with colleagues. Follow our organisation's anti-racism principles and practices as you actively promote and respect diversity and inclusion in all aspects of your work and working relationships.