Duty Manager

The Duty Manager is responsible for operational leadership and supervision during shifts at Vikingar Leisure Centre, including leisure facilities, Vikingar Attraction, and Theatre operations. Acting as the senior on-duty manager, the postholder ensures that all operational teams deliver safe, high-quality, and customer-focused services in line with KA Leisure's vision, values, and policies. The role ensures smooth day-to-day delivery of programmes, events, and visitor experiences, supporting the Assistant General Manager and General Manager in achieving operational and commercial objectives. Main Duties and Responsibilities Operational Leadership & Supervision

• Lead and supervise operational staff during allocated shifts across leisure, attraction, theatre, and hospitality services.
• Ensure smooth delivery of programmes, classes, events, theatre performances, and visitor activities.
• Respond promptly and effectively to operational issues, incidents, and emergencies, following company procedures.
• Maintain high standards of cleanliness, safety, maintenance, and presentation throughout the centre.
• Ensure all operational activities comply with health & safety, safeguarding, and statutory regulations.
Customer Experience
• Deliver an exceptional visitor and customer experience across leisure, attraction, and theatre services.
• Monitor service quality and respond to feedback or complaints professionally and efficiently.
• Ensure that programmes and services are inclusive, accessible, and meet community and visitor needs.
• Act as a visible ambassador for KA Leisure during operational shifts, maintaining a professional and approachable presence.
Staff Management & Development
• Supervise and support operational teams during shifts, providing guidance, coaching, and feedback.
• Ensure staff adherence to policies, procedures, and service standards.
• Assist in identifying staff training needs and support development opportunities.
Financial & Operational Support
• Monitor operational performance KPIs and report any issues to the Assistant General Manager.
• Contribute ideas for operational improvements and efficiencies.
• Support income-generating activities during shifts, such as admissions, classes, attractions, and theatre ticket sales.
Communication & Reporting
• Maintain clear communication with the Assistant General Manager and General Manager regarding operational issues, incidents, or improvements.
• Complete reports, logs, and checklists accurately and in a timely manner.
• Participate in team briefings, handovers, and meetings as required.
Any other duties and responsibilities required to effectively undertake the role., Please note: Successful candidates will meet the cost of the relevant PVG check (£59 for scheme membership and £18 for scheme member update); this will be deducted from wages following commencement of employment with the Company, In order to ensure that the Company EQUAL OPPORTUNITIES is being applied effectively throughout the Company, all job applicants are asked to provide the information requested by completing the following questionnaire. The information obtained from monitoring will be treated in the strictest confidence and will be used to provide a statistical profile of the applicants for each job. This information will not be made available to any person involved in the selection process for this post. Gender(Required) Age(Required) Marital Status(Required) Ethnic Origin(Required) Other Origin please specify(Required) Do you hold a full UK Driving Licence?(Required), COMPLAINTS PROCEDURE - For candidates who have been unfairly treated, the Company has a procedure to deal specifically with complaints. Complaints must be addressed to the Chief Executive in the first instance, who will then nominate an Officer to carry out an independent investigation. Financial compensation will not be considered. Complaints will be dealt with in the strictest confidence.


• Confident and proactive leader with the ability to motivate and guide operational teams.
• Strong problem-solving and decision-making skills under pressure.
• Excellent communication and interpersonal skills with a customer-focused approach.
• Highly organised, adaptable, and able to prioritise multiple operational demands.
• Resilient, professional, and capable of maintaining standards in a busy, multi-use environment.
• Motivated, shows a positive, confident attitude and able to influence others,
• Demonstrates courage, is fearless, committed, and confident in your own knowledge,
• Work to the best of your ability, stepping up to deliver the highest standards of performance,
• Trust yourself and others to make good decisions, promote collaboration and encourage autonomy,
• You're disciplined, with a work ethic that focuses on getting things done,
• You're resilient and recover from challenges by learning for the future and adapts your approach,
• Consistent, showing the best you every single day; treats everyone fairly and with compassion., Essential:
• Relevant leadership/ management qualification or equivalent management experience.
• Evidence of Continued Professional Development
Desirable:
• IOSH Managing Safely or equivalent Health & Safety qualification.
• Pool Plant Operators Certificate (PPO) or equivalent
• National Pool Lifeguard Qualification (NPLQ).
Experience & Skills Essential:
• Experience in a supervisory or management role within leisure, hospitality, sport or a related environment.
• Experience delivering customer service excellence.
• Experience ensuring compliance with health & safety and safeguarding.
Desirable:
• Experience within a multi-use leisure trust.
• Basic financial awareness.
Additional Requirements
• Ability to travel for meetings, training, or work purposes as required.
• Flexibility to work evenings and weekends to support operational delivery when necessary.