Duty Manager - Swimming Pool Facility

Location: Stanway, Colchester

Working Hours: Part-time

Job Purpose

As a Sales Co-ordinator within a swimming pool environment, you will play a key role in driving membership sales, managing bookings, and supporting the daily operations of the facility. This is a target-driven role with a strong focus on customer engagement, sales performance, and delivering a high standard of service and safety. You will also oversee the reception team, assist with pool maintenance, and help ensure the centre operates efficiently on a day-to-day basis.

Key Responsibilities

• Sales & Customer Engagement

• Proactively promote swimming memberships, lessons, and facility services to prospective customers.
• Respond to enquiries via phone, email, and in person, offering clear and accurate information on pricing, programmes, and promotions.
• Follow up on leads and expressions of interest to convert them into confirmed sales.
• Promote current offers and attend relevant events.
• Process new memberships, renewals, and cancellations in a timely and efficient manner.
• Monitor customer retention tasks such as sending leavers' lists and reminders for those with one or two lessons remaining.
• Ensure one-to-one/private lessons are paid for and booked appropriately, taking school holiday schedules into account.

• Maintain up-to-date and accurate records of sales, bookings, and customer communications.
• Assist with financial transactions, ensuring accurate processing through the EPOS system.
• Support the Centre Manager and Senior Manager with marketing campaigns and events.

• Supervise and support the reception team to ensure a high level of customer service is maintained.
• Ensure the team is kept informed about current promotions and services.
• Train and upskill reception staff to confidently handle customer queries and sales processes.
• Conduct staff appraisals and provide ongoing training and feedback.
• Oversee day-to-day reception operations, including cash handling and administrative duties.

• Conduct regular water testing to ensure pool chemical levels meet safety regulations.
• Carry out scheduled backwashing and general maintenance to uphold water quality and hygiene standards.
• Complete routine weekly and monthly safety checks across the facility.
• Perform daily alarm system tests to ensure all safety mechanisms are fully operational.
• Inspect poolside and communal areas regularly to ensure cleanliness and safety.

• Report any maintenance or safety concerns promptly to the Centre Manager.
• Monitor facility equipment and flag any issues that require attention or repair.
• Assist in coordinating maintenance and repair works, working closely with the Centre Manager and Head Office to minimise disruption to programmes.

• Implement and uphold all health and safety procedures and policies to ensure a safe environment for customers and staff.
• Ensure emergency protocols are understood and followed by all team members.
• Assist with the centre's emergency response as needed.

• Deliver outstanding customer service, addressing questions and resolving concerns professionally.
• Monitor and manage incoming calls, voicemails, and emails to ensure prompt and courteous responses.
• Work with the Swim Co-ordinator and Centre Manager to promote swim programmes and facility services.
• Handle customer complaints calmly and effectively, escalating to the Centre Manager where appropriate.

Skills & Experience Required

• Level 1 Swim Teacher Assistant Qualification or STA equivalent.
• Previous experience in sales, customer service, or administration, ideally in a leisure or sports environment.
• Strong verbal and written communication skills.
• Ability to remain calm under pressure and consistently meet sales targets.
• Well-organised with keen attention to detail.
• Competent in Microsoft Office and booking systems (training will be provided if required).
• Basic knowledge of pool plant operations, water testing, and health & safety regulations (training available).
• Experience supervising a team and conducting appraisals is an advantage.
• Familiarity with emergency and first aid procedures is desirable.