Our exceptional Customer Service ethos means we actively invite feedback to lead to exceptional care and attention being provided by our staff.

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1 Job escription Torfaen Leisure Trust Limited Post Title Leisure Operations Manager Grade and Salary Grade 10 38,422 to 43,833 Section Responsible To Responsible For Leisure Facilities Chief xecutive Officer Leisure Facilities Operational Teams ate Issued August 2013 Base Hours of Work Leisure Facilities 37 per week thos Our exceptional Customer Service ethos means we actively invite feedback to lead to exceptional care and attention being provided by our staff. Job Purpose The Leisure Operations Manager role is about providing inspirational leadership to Leisure Facility Teams along with business, and community focus to make Torfaen Leisure Trust the best operator of leisure centres within Wales. The Leisure Operations Manager will have responsibility for the financial and operational performance of the leisure facilities. They are responsible for ensuring that excellent customer service is delivered at all times, that the facilities are financially successful and that the facilities meet all specified quality and performance standards. Principal Accountabilities and Responsibilities rive and achieve financial targets and KPI s, including customer service targets, occupancy targets, revenue targets, payroll costs and participation levels for the facilities. To lead, manage, motivate all operational staff and carry out recruitment, induction, delivering training, appraisal, development and performance

2 management of staff, including 1-2-1s To be the lead contact for all facilities (operational) To produce weekly staffing rotas for approval Liaising with the Finance and Business Manager to develop and grow the membership, activity and attendance in the facilities Manage ALL key delivery areas and operations rawing up activity programmes, assessing which activities are performing badly and which are doing well and adapting the timetable appropriately Liaising with the Finance and Business Manager to organise advertising in the local area Liaising with the Finance and Business Manager to attract new customers through special offers Liaising with the Finance and Business Manager to carry out market research ealing with complaints and general queries ealing with general feedback from members of the public Undertake the role of Premises Manager for the Leisure facilities. Liaise with Property Services to ensure all duty of care work is undertaken and fed into preventative and planned maintenance plans. evelop and implement procedures and systems to ensure the highest standards of: Cleanliness throughout the buildings nvironmental conditions (water treatment, building temperature) Plant and quipment ecoration Repair and Maintenance xternal Appearance and Maintenance Lead, promote and adopt a rigorous approach to continuous service improvement using the tool of QUST and other similar tools. Assist with drawing up budgets Making sure that budgets are kept to at all times Cutting back on expenditure if necessary Keeping records of stock and re-ordering if appropriate Writing reports on the progress of the leisure facilities

3 To ensure Risk Assessments and all Health and Safety procedures and records are kept up to date, and to ensure staff are fully briefed on all aspects of Health and Safety Legislation and Industry Guidelines. To act as operational Health and Safety Officer for the Trust. To demonstrate a commitment to the Trust s qual Opportunities Policy, together with an understanding of how it operates within the responsibilities of the post. To ensure inventories of equipment and stock are maintained, all statutory and statistical returns are completed as appropriate. Contribute to the Trusts nvironmental Strategy by ensuring continuous improvement in energy management. Work with the CO and Finance and Business Manager to Identify funding opportunities for redevelopment projects from both public and private sector sources. To be responsible for own CP where appropriate. nsure safeguarding procedures are in place and adhered to, particularly in relation to the isclosure and Barring (BS) To undertake such duties as may be required by the CO as requested. Resources/quipment/Material The post holder has personal responsibility for the care and security of a mobile phone and laptop. Additionally, alternative location working means that the post holder has personal responsibility for the security of Trust Files. Supervision/Management of People The post holder will supervise and directly manage the Leisure Operational Teams through allocating and monitoring work, mentoring, development and training and through reviews. In addition, the post holder will be required to deliver a challenging work programme by coordinating additional resources and skills of teams of officers delivering project work. Knowledge, Skills, Training and xperience ducation to degree level, or equivalent relevant experience (operational management of leisure facilities, project delivery, evidence of effecting cultural change, events organisation and marketing and service improvement etc.)

4 Special Working Conditions The post holder will be required to work in any of the leisure facilities The post holder will be expected to operate with a significant degree of flexibility and will be required to manage and prioritise work commitments. The post holder will be required to work at all Leisure Facilities, to include evening and weekend working. Some meetings that the post holder will be required to attend will be out of the office environment and may be held outdoors. General The post holder will be expected to work within the Trust policies and procedures. The post holder will be expected to carry out any other duties commensurate with the grade.

5 Torfaen Leisure Trust Limited Person Specification ate August 2013 Post Title Leisure Operations Manager Requirement ducation/qualifications/knowledge ducation to egree level or equivalent relevant experience in a similar role xtensive experience in a Senior Management position with thorough knowledge and experience of Operational Leisure Facility management. Good business/commercial knowledge and experience. xcellent working knowledge of Lifeguard Training and Pool Plant equipment. xcellent working knowledge of ICT and its practical applications emonstrates significant knowledge of the approaches, tools and techniques used to identify, evaluate and deliver continuous business improvement in complex organisations. ssential or esirable ( or ) How Tested (S) used at Shortlisting Application Form(S) (S) (S) (S) xperience Must have a proven track record of premises management and the need to ensure high standards, willingness to use QUST or similar tools. Knowledge and understanding of providing training and mentoring for Health & Safety and operational improvements and training requirements of Operational Teams. (S) (S)

6 xperience of dealing with disciplinary, grievance, capability and performance issues. emonstrates a proven track record of managing multi disciplinary teams Knowledge and understanding of managing and monitoring budgets and the ability to work to a tight budget deadlines ffective procurement contract negotiation and contract management. Aptitudes and Skills Able to demonstrate a strong commercial awareness and ability to indentify new business opportunities Ability to communicate ideas and issues effectively to a wide range of individuals and stakeholders. Able to set priorities and manage the progress of own work and the work of others against competing demands. (S) (S) (S) Able to provide innovative and practical solutions Knowledge and understanding of working collaboratively and a proven ability to develop effective working relationships Ability to think strategically, plan effectively and prioritise critical actions Must be committed to high standards of customer service and care (S) (S) Personal Attributes Requirement ssential or esirable ( or ) Confident and willing to challenge Capacity to adapt quickly to changing priorities How Tested (S) used at Shortlisting

7 Flexible approach to work including evening and weekend working where required. Positive under pressure. An outgoing and approachable manner Ability to deal with complaints in a tactful manner. Knowledge and understanding of relevant policies/codes of practice/legislation. Ability to persuade, motivate, negotiate and influence. Ability to identify the training needs of others A keen interest in physical fitness, sports and activities