Head of Operations

Help shape the future of a community leisure facilityAre you an experienced leisure professional looking for your next leadership challenge?Kidsgrove Sports Centre is at the heart of our community, providing health, fitness and wellbeing opportunities for thousands of people every year. Following an exciting period of investment and change, we’re looking for an ambitious Head of Operations to help shape the next chapter of our journey.Working alongside our General Manager, you’ll become the driving force behind the day-to-day operation of the centre. You’ll lead our Duty Managers, inspire our teams, champion outstanding customer service and ensure we continue delivering safe, welcoming and high-quality facilities for our community.This isn’t a desk-based management role. We’re looking for someone who enjoys being visible, supporting staff, solving problems and making things happen.The roleAs Head of Operations, you will play a key role in the successful running of Kidsgrove Sports Centre, ensuring we deliver excellent standards across operations, customer experience, health and safety and team performance.Working closely with the General Manager, you will:Lead the day-to-day operation of the centre.Deputise for the General Manager when required.Manage, motivate and develop Duty Managers and operational teams.Drive consistently high standards across all areas of the business.Monitor performance, resolve operational challenges and support centre growth.Create a positive culture of accountability, professionalism and continuous improvement.This is a hands-on leadership role where you’ll be equally comfortable supporting staff poolside, resolving customer issues, improving systems and developing your team.Key responsibilitiesLeadership & Team Development.Lead, inspire and support operational teams.Manage Duty Managers and provide coaching and development.Conduct one-to-one meetings, reviews and appraisals.Support recruitment, induction and ongoing training.Promote a positive and supportive workplace culture.Health & safetyEnsure the centre operates safely and meets all relevant legislation.Maintain NOPs, EAPs and risk assessments.Support accident and incident investigations.Oversee pool safety, water quality and operational procedures.Customer experience & commercial performanceChampion exceptional customer service.Resolve complex customer queries and challenges.Support member retention and community engagement.Monitor KPIs, attendance and operational performance.Identify opportunities to improve efficiency and increase income.Systems & administrationProduce operational reports and analyse performance data.Maintain accurate records and documentation.Confidently use Microsoft 365 and leisure management systems.Support the implementation of new systems and technology.About youWe’re looking for someone who has:A minimum of three years’ senior management experience within the leisure industry.Experience leading operational teams and managing supervisory staff.Strong leadership and people management skills.Experience managing operational performance.A passion for developing teams and improving standards.Excellent communication and organisational skills.A proactive, hands-on approach.You will also need:National Pool Lifeguard Qualification (NPLQ), or willingness to obtain.Enhanced DBS clearance, or willingness to complete one.Desirable:Pool Plant Operator qualification (training can be provided).Level 3 qualification in Business Management, Leisure Management or equivalent.Level 5 qualification or degree in Business/Operational Management.IOSH Managing Safely.Swim Teaching qualification.First Aid at Work.Safeguarding or Fire Marshal training.What we offerCompetitive salary.Full-time position – 40 hours per week, based on site.25 days annual leave plus bank holidays (taken in lieu).Pension scheme.Ongoing professional development and nationally recognised training.The opportunity to genuinely influence the future of a growing community charity.A supportive senior leadership team with the freedom to make a real difference.Working patternThis is a full-time, flexible management position working 40 hours per week.The role operates across a seven-day week, so flexibility is essential. Regular early mornings, evenings and one in three weekend working will be required to support the operational needs of the centre.