Job Purpose

In this customer facing role you will work within a team to manage the daily operations of the excellent UofG Sport facilities (Mainly Stevenson Building and Garscube Sports Complex). This involves leading a team of staff to maintain excellent facilities and equipment, contributing to the provision of an outstanding customer experience.

Main Duties & Responsibilities

1. Effectively manage Operations Assistants and Leisure Attendant’s, ensuring they are customer focussed and contributing to wider UofG Sport and University objectives.

2. Responsible for the implementation and consistent application of operational standards to ensure full compliance with all legislative, operational, safety and building requirements.

3. Manage and coordinate the day-to-day operation of UofG Sport facilities. This includes the coordination of staff, opening and closing facilities, ensuring equipment and facilities are properly maintained, and management of customer enquiries/feedback.

4. Responsible for managing the UofG Sport operations during evenings and weekends, contacting the Operations Manager, Head of Operations or Estates as and when required.

5. Monitor and review quality of service and customer satisfaction within UofG Sport facilities, including the identification of long-term trends and facility usage, taking action to maximise service quality and delivery of a courteous and effective service.

6. Maintain a high-profile presence across the facility, proactively engaging and communicating with customers to provide an outstanding customer experience.

7. Effective management of emergency situations (e.g., first aid, fire), following procedures in place, escalating to the Operations Manager and Head of Operations where appropriate.

8. Responsible for ensuring HR Policies and Procedures are followed (including Managing Attendance, Discipline, Grievance) in a proactive and consistent way and alongside HR to effectively manage staff. Responsible for the supervision and performance management of staff, identifying training requirements and delivering staff development programmes that contribute to enhanced service delivery.

9. Responsible for ensuring all financial procedures are adhered to, including all banking, safe operating, and vending orders

10. Responsible for the coordination of Operations Assistant’s and Leisure Attendant’s daily tasks and management of staffing rotas to ensure facilities are efficiently managed.

11. Responsible for recording and processing Duty Manager (DM), Operations Assistant and Leisure Attendant hours of work/overtime for approval on CoreHR.

12. Responsible for Procurement of items required for Operational purposes via the Agresso system.

13. Prepare periodic reports related to areas of responsibility as required or requested by the Operations Manager and Head of Operations

14. Training and mentoring of Senior Operations Assistants, undertaking new staff inductions and probations as required.

15. In the absence of the Lead Groundsperson provide support for grounds maintenance & preparation (e.g., Management of grounds staff, basic pitch preparation/maintenance) – Garscube Sports Complex only.

Knowledge, Qualifications, Skills & Experience 

Knowledge/Qualifications

Essential:

A1 Scottish Credit and Qualification Framework Level 7 (VQ3, HNC) or equivalent, and experience of personal development in a similar role or; Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills through personal development and progression in a similar related role(s).

A2 RLSS Pool Lifeguard qualification or National equivalent, or ability to gain within 6 months of employment.

A3 First Aid at Work Qualification, or ability to gain within 6 months of employment.

A4 RLSS Pool Lifeguard Trainer Assessor Qualification, or ability to gain within 6 months of employment.

A5 Pool Plant Operators Certificate, or ability to gain within 6 months of employment.

A6 Health and Safety knowledge including COSSH guidelines.

A7 Knowledge of sports/leisure facility operations.

A8 Good IT Skills and a working knowledge of MS Office, email, and the internet.

Desirable:

B1 IOSH Managing Safety Qualification.

B2 Manual Handling Trainer.

B3 PAT Testing Assessor.

B4 ILAM/ISRM certificate.

B5 Evacuation Chair Trainer Assessor Qualification.

Skills

Essential:

C1 Strong, confident, and adaptive communicator with excellent interpersonal skills adjusting style to suit different people or situations; ability to start conversations as well as respond positively to enquires.

C2 Ability to work under pressure and deal with customer queries effectively in a timely and proactive manner.

C3 Strong management skills, empowering others to drive change.

C4 Ability to ‘set the standard’ in providing outstanding customer service, with a high degree of empathy and understanding.

C5 Tackles mediocrity, even when it is difficult to do so.

C6 Excellent time management skills.

C7 Ability to take initiative and innovate within the agreed dimensions and duties of the role.

C8 Excellent organisational and problem-solving skills.

C9 Highly agile and able to adapt within an ever-evolving customer facing environment.

Experience

Essential:

E1 Experience of working in sport/leisure facility operations role with qualifications above.

E2 Experience of managing and motivating a team, fostering engagement, and achieving set objectives.

E3 Previous experience of working in a busy customer facing environment.

E4 Experience of dealing with demanding customers, enquiries, and feedback.

Terms and Conditions

Salary will be Grade 5, £26,338 - £30,805 per annum.

This post is full time and open ended.  The Duty Manager will work on a rotating 3-week schedule, including weekday/weekend. A flexible approach to hours of work is required, to best support the management of services, out with their normal working pattern.

Closing Date: 23:45 30th June 2025

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University  https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.