Duty Supervisor

Job Title : Duty Supervisor – Dual Use (Mold & Buckley)

Organisation : Aura Leisure & Libraries

Reporting to : Leisure Operations Manager

MAIN PURPOSE/REASON FOR THE JOB

To be responsible for ensuring each shift runs smoothly providing a consistently safe, clean and efficient environment for customers and staff. As a member of the site team, model and reinforce the company's values, desired culture and service expectations.

MAIN DUTIES & RESPONSIBILITIES

Operations

1. Provide supervision of employees and customers across all aspects of the Centre while on shift.

2. To monitor and undertake basic maintenance of leisure centre plant and equipment in accordance with manufacturers’ instructions, centre operating procedures and Health and
Safety legislation.

3. To actively contribute / participate in the development of NOPs, Risk Assessments, Safe
Working Practices (Working instructions), EAPs as and when required by the Leisure
Operations Manager.

4. Responsible for ensuring the completion of building checks are carried out by post holder or members of the team in accordance with operating procedures providing required safety and security.

5. Ensure defective equipment is taken out of use and arrangements made to minimise disruption to customers.

6. Ensure maintenance issues are accurately recorded and action is taken within defined operating procedures. Obtain quotations for the necessary remedial work and submit these to the Leisure Operations Manager for approval.

7. To ensure facilities are prepared and clean for customer use and assist as and when required in this preparation in line with health and safety legislation and company procedures/operating procedures. Ensure facilities operate on time.

8. Ensure the safe and secure opening and closure of the building. Co-ordinate evacuation in emergency scenarios. To attend alarm call outs for the building as and when required

9. To provide break cover for Leisure Attendants, Customer Advisors (reception) and other colleagues on shift as and when required.

10. Work with the customer advisor on duty to ensure all cash takings are verified and ensure the cash is safely secured within the site safe.

11. Monitor stock levels of supplies and raise orders and submit to the Leisure Operations

Manager for approval using the proactis system, as and when required.

12. Deliver staff induction training including pool and machine operation training, ensuring correct use of PPE.

13. Monitor and operate the pool plant and associated equipment, take pool water readings, and take necessary corrective action as outlined in the NOPs, monitor pool and air temperatures.

Employee supervision, engagement and training/development

1. Monitoring of employee’s performance through team meetings, one to ones and fit for purpose annual employee appraisals. Provide feedback and recognition as reinforcement and continuous improvement.

2. Responsibility for monitoring employee rotas, consider annual leave and sickness or other leave and ensure appropriate levels of cover are provided. Ensure all records are kept up to date and arrangements are within the defined staffing levels ensuring best value to the company.

3. Responsible for monitoring, recording and addressing issues related to staff attendance/none – attendance and timekeeping. Ensure appropriate actions are consistently implemented in relation to sickness, in line with the company procedure, values and expectations.

4. To support and guide employees in their daily duties to help them reach their full potential and uphold our company values, desired behaviours and expectations in relation to customer service.

5. To work cooperatively as part of the site team.

Customers

6. Whilst on duty, be responsible for ensuring that customers and contractors are supervised in line with centre operating procedures, health and safety legislation and in keeping with the company’s values and service expectation.

7. Responsible for ensuring regular and routine service related queries raised by customers are addressed at point of contact with the customer, upholding the highest levels of customer service. Complex complaints will be escalated as appropriate.

8. Monitor and check the centres programme to ensure it accurately reflects the leisure booking system and ensure that all bookings have been paid for.

9. Ensure cleanliness and presentation of the centre is of the expected high standards in accordance with procedures, enhancing the customer experience.

10. As a member of the site team, ensure that all customers and external partners enjoy a positive experience when visiting the leisure centre, leading to increased customer satisfaction and retention leading to improved revenue for the centre.

Person Specification

Area Essential / Desirable Method of Assessment

Qualification
- Pool Plant Qualification E Application
- NPLQ (Pools) E
- First Aid at Work Qualification E

- Risk Assessment Qualification D
- Customer Services Recognised D

Qualification
- IOSHH Managing Health and Safety D qualification (to be obtained in 12 D months) D

- COSHH qualification D
- Legionella qualification D
- Level 2 Swim Teaching qualification or coaching qualification

- NVQ/ILM Level 3 in Supervisory
D

Management or equivalent experience.
(NVQ 3 is equivalent to two or more A levels).

Knowledge
Interview / Application
- Health and Safety (risk assessments, E safe systems of work, working instructions and NOPs)

- Understanding of company values and E expected behaviours/competencies

Experience
E Interview / Application

- Effective supervision, team leading and motivation of others within a team environment to ensure high service standards (e.g. presentation and cleanliness) and customer satisfaction.
D

- Supervisory experience in a
Interview / Application

Swimming Pool and or Ice Rink environment.

- Supervisory experience in Dual Use
D

(High School) sites.
D

- Experienced risk assessor

Skills
- Able to positively lead and motivate E teams to achieve high performance Interview / Application levels and promote cultural change

- Working smartly using effective and E efficient planning, organising and prioritisation of work e.g. rotas, training schedules, pool plant operating procedures etc.

- Customer Care - Understanding and E effective application of customer care.

- Change – Understanding and E adaptability to change and influence others during change.

- IT skills – Able to competently E operate computerised leisure booking and tilling systems, databases

- Fluent in word, excel and outlook. D
- Ability to provide staff training in

First Aid, NPLQ, Learn to Swim, Gym D
Instructor.

Job Type: Full-time

Salary: £26,043.00-£27,008.00 per year

Benefits:

• Company pension
• Employee discount
• Free parking
• Sick pay

Schedule:

• 10 hour shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Mold, CH7 1HT: reliably commute or plan to relocate before starting work (required)

Experience:

• Supervising experience: 1 year (preferred)
• Leisure Centre: 5 years (preferred)

Licence/Certification:

• Driving Licence (preferred)

Work Location: One location

Application deadline: 18/06/2023