Temporary Operations Manager

Key Purpose of the Post:

As an Operations Manager, you will be responsible for leading the team in the delivery of an excellent customer experience.

You will motivate and lead the staff team and be customer focused, understanding and meeting their needs.

You will be responsible for the delivery of an agreed business plan and for the achievement of financial and non-financial targets, focusing on the operational performance of the centre.

As part of the Leisure team within the Wellbeing and Culture Service, you will play your part in the leadership of the staff and the delivery of business improvement and transformational change.

Key to success in this position is the ability to:

Manage the operations of the Centre

Ensure the Health and Safety of employees, customers and facilities

Manage, motivate, train and develop staff

Planning and delivery of programmes, activities and events

Communications, marketing and promotion of facility and service provision

Maintenance and servicing of all facilities and equipment

Main Duties and Responsibilities

Health and Safety

• To be responsible for all aspects of the safe and efficient operations of the Centre.

• To contribute to the design, development and implementation of Normal Operating Procedures (NOPs), Emergency Action Plans (EAPs), Risk Assessments and Safe Systems of Work (SSOW) appropriate for the Leisure Centre.

• To ensure the safety of staff and customers in accordance with the requirements of all relevant health and safety legislation and any policies adopted by Fermanagh and Omagh District Council.

• To ensure all necessary checks, servicing and monitoring in relation to Health and Safety, including Fire safety, Fire / Intruder Alarms, CCTV, Access systems, Legionella, Facility inspections etc., are completed, recorded and acted upon in full compliance with the Centre’s procedures.

• Responsibility for the management of the pool plant operation and water quality, including water testing, corrective action, backwashing and other associated duties. To ensure the water quality of the facility meets HSE and PWTAG standards and provides a safe and welcoming environment for our customers. (If applicable)

• To maintain Royal Life Saving Society good practice in regards to lifeguarding and customer safety and adhere to RLSS (or equivalent) training schedules and standards. (If applicable)

Development of the Service

• In partnership with the Line Manager, plan, organise, implement, market and review a programme of activities within the centre which reflects a business ethos and commercial realities, prepare costing, reports and statistics as required. This will include proactive management and ongoing review of the cost centres, and should underperformance occur, make proposals for corrective action to the Line Manager.

• To assist in the preparation of reports on the performance of the designated areas for the Line Manager.

• To contribute to the development, delivery and monitoring of the Centre Service Delivery and contribute to the delivery of Key Performance Indicators and all other associated targets.

Staff Development

• To ensure a Learning and Development plan reflective of industry practice, health and safety requirements, and CPD is in place, and updated on a regular basis.

• To be responsible for staff management, completing individual performance management of staff within the areas, including undertaking Performance Appraisals, absence management, recruitment and selection, inductions, probationary periods, training and addressing any underperformance which may occur.

• To be a proactive and engaged member of the Leisure Centre Team.

PR and Customer Service Support

• Ensure a customer focused approach in all dealings with customers, staff and general stakeholders.

• Ensure delivery of effective and efficient standards of service and customer care within the leisure centre.

• To promote positive relations and attitudes within the Leisure Centre, ensuring that any compliments, complaints or incidents are dealt with promptly and appropriately.

• To support the effective management, planning and delivery of communications activities in line with the Active Together Leisure Strategy, Corporate Strategy and Action Plan and district-wide Community Plan.

Financial

• To contribute to budget setting, forecasting and programming of designated cost centres in the context of overall service delivery.

• To be responsible for the safe handling of monies in accordance with the Council’s Financial Regulations and Procedures.

• To ensure effective booking and programming arrangements for the designated cost centres are in place.

Operational

• Implement management information systems to assist in service delivery and enhance customer experience. Ensure staff are trained, best practice is implemented and ongoing improvement is strived for. Utilise technology to enhance service delivery.

• To be responsible for the upkeep, service and maintenance of the facilities and equipment.

• To prepare and review the shift rotas to ensure the staffing complement is appropriate for the safe operation of the centre.

• To act as premises key-holder and attend emergency call-outs after normal working hours.

• To participate in a rostered shift pattern and attend as required, special events being staged in the Centre. This may include working on weekends, evenings and public holidays.

• To liaise with external bodies as necessary, e.g. SureStart, Playgroups, Schools, Clubs etc.

• To ensure high levels of cleanliness throughout the facility, by daily cleaning and regular deep clean of facilities and equipment is completed.

• Adhere to FODC Safeguarding Policies and procedures.

General

• To ensure full compliance with all Health and Safety at Work legislation in accordance with the Council’s Health and Safety at Work policy and all associated procedures and guidance and to be an advocate for high standards of Health and Safety performance.

• To comply with all the Council’s Policies and Procedures, including the Employee Code of Conduct and the Employee and Councillor Working Relationship Protocol.

• To promote the Council’s equal opportunities policies and avoid all forms of discrimination as both an employer and a service provider.

• To implement, and adhere to, all Financial and Procurement policies and procedures.

• To undertake the duties of the post at all times in a manner that enhances and promotes the positive image of Fermanagh and Omagh District Council.

• The post holder will be expected to be flexible and adaptable to meet the changing needs and requirements of the organisation. The above list should not be seen as an exhaustive list of duties, and the post holder will be expected to undertake other relevant duties, as required.

• To supervise and manage employees within your Line Management, ensuring full compliance with and adherence to Council policies and procedures.

Essential Criteria

Hold an NVQ Level III (minimum) or equivalent qualification in a relevant discipline, e.g. Business, Leisure or Management

and

A minimum of 1 years’ relevant experience to include evidence of:

a) Supporting the delivery of a customer-focused service, including planning and implementing its programmes, activities and events

b) Management of:

• Employees

• Health and Safety of employees, customers and facilities

• Administrative systems and IT systems, including the use of Microsoft Office packages (Word, Excel and Email)

In the absence of the above relevant qualification, applicants must hold a minimum of 3 years’ relevant experience to include evidence of a) and b) above.