Deputy Manager

Department:

Operations

Reports to:

Area Manager

Contacts:

Internal: Facilities Staff, Maintenance Manager, Corporate Managers, Human Recourses Team, Marketing team, Senior Leadership Team.

External: Customers, Visitors, Contractors, Local Schools, Community Centres, Local Clubs, Local Groups, Suppliers

Based at:

Xcite Bathgate Sports Centre

West Lothian Leisure is a Community Benefit Organisation, a registered Scottish charity.  It is at the heart of the West Lothian community, helping people to improve their wellbeing and make healthy lifestyle choices.  We care passionately about the service we provide to the people who live, work and visit West Lothian.  As a valued organisation that understands, cares about and engages with its community, we are the delivery partner of choice for West Lothian organisations responsible for improving people’s lives through sport, health and physical activity, outdoor education and culture.

Your role is to deputise for the Area Manager making important business decisions, providing leadership and direction as required. You will aid with strategic planning, project coordination/delivery, and delegation of duties.

You will work closely with the Area Manager to achieve financial business targets, ensure service excellence, and provide leadership and support to the facility management team (and facility staff).

• Deputise for the Area Manager, providing leadership, direction and/or providing solutions for internal stakeholders, staff and customers.
• In the absence of the Area Manager, be accountable for managing all aspects of the facility and undertaking relevant responsibilities that would otherwise be led by the Area Manager
• Be accountable for analysing situations; consider suitable options and make important decisions which safeguard and develop the business
• Analyse information and write reports as required, making suitable recommendations
• Meet with partners, customers or external bodies on behalf of the business
• Deputise or act-up for other Area Managers where a prolonged and sustained absence, ensuring business continuity and continued leadership for the affected staff teams and service
• Contribute to the business planning processes by offering suggestions, possible solutions to challenges, positively affect decisions, and support the delivery of corporate projects:
• Use industry knowledge to participate in strategic conversations, making important contributions to operational and financial challenges and support a solution-based approach
• Attend and contribute meaningfully to both operational and strategic meetings which will include Operational Management Meetings (OMT) and Extended Leadership Meetings. This could also be Board meetings (by invite) in the absence of the Area Manager.
• Participate in, or lead the delivery of corporate actions/project plans to ensure success
• Look outwardly to actively seek operational best practice to ensure more efficient and effective ways of working
• Responsible for the delivery of exceptional customer service through the day-to-day leadership of the management team
• Service standards and company values brought to life and monitored daily to ensure that each customer journey is positive, memorable, and consistent each visit
• Provide direction for the facility management team to deliver company service standards on a consistent basis
• Facilitate customer forums to gather feedback, analyse data and implement positive changes that meet the customer needs.
• Monitor daily customer comments (NPS system) and support the management team to provide excellent positive feedback to ensure that the company KPI is achieved.
• Drive continuous improvement through the management team by creating, implementing, and monitoring effective ways of working to ensure accountability
• Support the Area Manager during quarterly facility service audits and take a lead role in identifying workable solutions using best practice and operational expertise
• Lead, develop and provide direction for direct reports, ensuring an engaged team who are enabled to succeed.
• Create a clear communication strategy so that Managers and their departments are aligned, supported and engaged with site aims and objectives to ensure business success
• Provide a positive work culture where our people are proud to work for the company and have a great platform to perform at their best
• Provide regular feedback through 1-2-1 meetings to support direct reports to achieve success, learn from experiences and develop within their role to be the best that they can.
• Positively promote our Company Values so that they are embedded within the workforce
• Support direct reports to have a clearly defined personal development plan that develops capabilities, potential, and helps realise goals or aspirations aligned to the business
• Lead and provide direction for direct reports to achieve income and usage targets for the departments that they manage
• Meet monthly to discuss targets and provide advise & support where required. Support Area Manager with discussions with external key stakeholders and internal support services, taking a lead role as required.
• Ensure that targets and KPI’s are understood, referred to regularly and are being managed whilst reacting to both positive and negative trends. 
• Ensure performance information is visible facility wide and direct reports are having regular discussions within the departments that they manage. This includes ensuring staff understand the role staff play to contributing to the strategic business objectives
• React to underperforming activities by continually monitoring income and usage and support direct reports with achieving these targets
• Ensure the development and delivery of a dynamic facility programme that meets demand, contributes to achieving income targets and serves the needs of the West Lothian Community.
• Ensure underutilised spaces are maximised and collaborate with internal stakeholders to drive usage and income
• Ensure that the organisational strategies, policies, procedures and guidance are always followed, making improvements as required
• Support Area Manager to review and update procedures annually (NOP’s, EAP’s, Risk Assessments, COSHH Assessments, DSE Assessments, Manual Handling etc)
• Complete Health and Safety Audits and inspections monthly, taking action as required
• Assist Area Manager to develop and lead the delivery of the site health and safety improvement plan, leading on defined areas where identified, and supporting direct reports to do the same.
• Ensure policies and procedures are adhered to and the management team are supported in their role to deliver within the guidance associated
• Ensure facility training plans are in place and staff remain competent and qualified to do their job, monitoring compliance through 1-1’s with direct reports. This may be supported by Learning & Development, or external partner organisations as required.  
• Minimise the risk of unplanned closure’s, accidents, or near misses, by monitoring the adherence to operating procedures and management of systems including water management control, cleaning standards etc
• Coordinate the delivery of Energy management efficiencies and standards to support the delivery of WLL’s Net Zero Plan, and reduce cost for the facility
• Responsible for managing all club bookings to ensure that use of space is maximised and relationships / Partnerships nurtured
• Collaborate with the Xcite Bookings Team regarding all club bookings at Xcite Bathgate Sports Centre (Annual block bookings, events etc)
• Meet with clubs on a regular basis to ensure relationship’s remain strong
• Discuss opportunity for collaboration between clubs and West Lothian Leisure
• Look for opportunities to maximise bookings and increase Club income
• Look for opportunities to create pathways through Xcite coaching programme and link into club activities whilst working closely with the sports development team.

The above list is illustrative, not exhaustive. Accordingly, there may be a requirement to undertake additional duties, consistent with the level of the post, as directed by management.

Factor

Essential

Desirable

Qualifications

• HNC/HND in Health and Fitness or business management.
• IOSH Managing Safely
• First Aid at Work Qualification

• Pool Plant Operators Qualification

Experience

• Minimum 3 years related work experience in Leisure venue Management / Duty Management Role
• Experience of working to agreed set budgets
• Health & Safety knowledge within a working environment
• Good report writing skills
• Good planning skills
• Experience of raising service standards
• Experience of working to achieve Key Performance Indicators (KPIs)
• Have experience working to agreed deadlines.

• Knowledge of membership administration and sales techniques.
• Proficient in the use of MRM 360/Information Management System or equivalent
• Delivering and coordinating training

Skills

• Ability to demonstrate leadership and people management skills with the passion to foster a positive work environment through empowering, enabling, motivating, and developing self and others
• Have excellent time management skills.
• Ability to prioritise and work to deadlines
• Excellent Customer Service skills
• To innovate and be forward thinking.
• An excellent communicator, including written, verbal, and non-verbal communication skills
• Experience in using Excel, Word, PowerPoint and MRM

• Support the Area Manager to prepare the site budget and managing thereafter to ensure that all targets are achieved.
• Support the Area Manager to drive the site Business plan to ensure the success of the venue
• Identifying new and innovative ways of delivering services. Increasing the number and range of customers who use the facilities.
• Expected to provide cover for Area Manager /Duty Manager/Duty Supervisor at short notice, evenings and weekends also.
• Responsible for dealing with Critical Incidents on site.
• Responsible for maintaining accurate records.
• Experience in using Excel, Word, PowerPoint and MRM
• Willingness to continuously develop and attend training and development sessions in line with your personal training plan, on occasion out-with your normal hours of work, to ensure the required level of competence.

Service

Service delivery is about listening and putting people at the heart of our decisions.

Integrity

Integrity is about being honest, open and transparent in our dealings with our customers, colleagues and partners

Respect

Respect for equality and diversity is about treating people fairly and embracing equality and diversity

Accountability

Accountability is standing up and taking responsibility for our actions.

Developing self and others

Investing time and resources in developing self and others’ capability.

Team working/Leading and inspire

Motivating others, influencing and developing teams to deliver the Charity’s objectives.

Strategic thinking

Making sense of complex and disparate ideas and innovating.

Commercial focus/awareness

Investigating and gathering information in order to make sound commercial decisions.

Entrepreneurial drive

Being business focused with a desire to constantly improve performance.

Partnership working/stakeholder management

Working effectively with others inside and outside the Charity to achieve the best outcomes.

Analysis and decision making

Identifying and analysing relevant data from multiple sources.  Making objective and timely decisions based on available evidence and sound analysis.  Generating a range of ideas to support decision making process. 

• This post is subject to a basic check from Disclosure Scotland.
• You will be required not to have claimed bankruptcy, be bankrupt, be subject to personal insolvency or convicted of a relevant offence such as fraud in the previous five years after release from prison.
• Attendance at evening and weekend events may be required on occasions.
• You will be required to be aware of current Health and Safety Policy and to take responsibility for your own safety and the safety of others who may be affected by your acts or omissions at work.