KEY PURPOSE 

Responsible for the day-to-day management of Harris Sports Centre, specifically ensuring all activities programmed are ready for use, whilst ensuring high standards of cleanliness are maintained. Operate and control customer usage/security which supports and assist all customers in making the best use of Harris Sports Centre.

ACCOUNTABILITIES

The appointee will be line managed by Partnership Development Manager.

PRINCIPAL RESPONSIBILITIES

·         To operate within, and strive to exceed, specified commercial and social objectives and financial targets

·         To ensure the Centre’s services and activities operate at all times within specified standards, and to its normal operational procedures and emergency action plans

·         To ensure the Centre’s services and activities run to time, meet, and whenever possible, exceed, customer expectations; and that its facilities meet specified standards for safety, security and cleanliness

·         To assist all users and potential users of the Centre

·         To ensure safe control of the public within the Centre as directed

·         Operate the Centre’s service with due regard to Harris Sports Centre’s Customer Care standards

·         Champion excellent customer service in all aspects of the operation within Harris Sports Centre

·         Actively promote activities, lettings and holiday clubs

Key Management Responsibilities:

·         Maintain safety, security & cleanliness of the Centre & facilities

·         Ensure child protection procedures are adhered to by staff, clubs & customers

·         Cash Control

·         Maintain a high standard of customer service & care

Key Operational Responsibilities:

·         Opening & closing of the Centre ensuring all facilities are locked

·         Undertake Centre & facility cleanliness to agreed standards

·         Setting up and de-rigging of activities/ equipment

·         Working with the PE Department, Site Team & School Sports Partnership

·         Immediately report to the Manager or other appropriate person, all issues of health, safety and welfare that may lead to harm of self or others, or take remedial action as appropriate

·         Positively manage customer care, monitoring facility attendance, satisfying clients at all times.

·         Deliver high standards of customer service responding to customer enquiries, complaints and concerns courteously and efficiently, referring to supervision as appropriate

·         To provide security surveillance for all public and private usage patrolling viewing galleries, staff car parks, changing rooms and ancillary areas as directed by the Manager.

·         Promote and establish a culture of ‘inclusivity’, ‘customer care’, ‘quality service’ and ‘continuous improvement’ among colleagues and within activities, encouraging ideas and suggestions for service improvements

·         Confront and tackle the conduct and behaviour of customers and other visitors, where not taking action may lead to injury or distress, either directly or through support of manager or other appropriate person

·         To administer Normal Operating and Emergency Action Plans with a minimum of supervision

·         To ensure public areas are clear of equipment and that emergency points are not obstructed

·         To report immediately any safety hazards including defective fire doors, extinguishers or any potential security problems likely to render any area unsafe

·         To ensure the safety and good social conduct of all Sport Centre users and visitors

·         Operational duties, including the assembly, dismantling, carrying, moving and safe storage of equipment

·         Cleaning duties, ensuring equipment and facilities remain clean and safe to use at all times

Organisational Requirements:

·         To commit to quality service provision and customer care in carrying out duties, and ability to establish and enforce appropriate standards

·         To be sensitive to how different customers may have different needs or expectations and work proactively to address them

·         To be able to recognise the causes of inequality in employment and service delivery and help to develop action plans for their eradication

·         To display the confidence and desire to tackle known or suspected breaches to Centre policies and procedures, or to legislation, either directly or through support of manager

·         Promote the Centre’s vision and values and adhere to its Employee Code carrying out duties

·         To understand the importance of maintaining confidentiality and discretion