Senior Operations Assistant

Job Purpose
In this customer facing role you will work within a team responding to members' needs maintaining the excellent UofG facilities and equipment, providing exercise advice and ensuring a safe and welcoming environment.

Main Duties & Responsibilities – Leisure Attendant

Proactively engage and communicate with customers to provide an outstanding customer experience.

Provide information to existing and prospective customers on services and memberships provided by UofG Sport.

Provide pool lifeguard and steam room/sauna supervision to maintain levels of safety, guidance for swimmers, and other pool area etiquette.

Undertake key building operations tasks including, but not limited to: set up and take down equipment safely and on time to promote smooth transition between activities; ensure high levels of cleanliness, particularly changing and toilet facilities, are maintained at all times; preventative maintenance of equipment and fabric of the building is undertaken, maintenance information recorded, and damage/faults reported; laundry of towels and other core items.

React to emergency situations, apply first-aid treatment and complete appropriate documentation.

To have knowledge of specialist exercise equipment to ensure the safe and proper use by customers.

Full working knowledge of UofG Fitness products, consoles, and programmes to actively promote the full benefits of using the system to customers.

Assist users with basic operation of exercise equipment and correcting poor technique.

Responsible for dealing with telephone enquiries, bookings, equipment hire, lost property, P.A. announcements, and co-ordination with emergency services, customers, and Duty Managers in the event of an incident and in line with Emergency Action Plan (EAP) and the Normal Operating Procedures (NOP).

Assist with the restocking of drinks vending machines.

Ensure compliance with relevant H&S and ISO legislation during all work activities, as detailed within the Emergency Action Plan (EAP) and Normal Operating Procedures (NOP).

Assist the Duty Managers in facility closing procedures to ensure customers have vacated premises and the facility is left safe and secure.

Mentoring of new Leisure Attendants, acting as the main point of contact for staff to shadow.

Main Duties & Responsibilities – When Acting Up

Responsible for opening, closing, and management of the building and staff while undertaking all associated shift management tasks, reporting any urgent matters to the Operations Manager or Head of Operations.

Effective management of emergency situations (e.g. first-aid, fire), following procedures in place, escalating to the Operations Manager and Head of Operations where appropriate.

Coordinate Leisure Attendant daily tasks and ensure adequate staffing levels are maintained, organising cover when necessary.

Undertake regular pool testing as required, reporting high/low readings to the Duty Manager, Operations Manager or Head of Operations.

Ensure safe operational practices at all times, reporting any urgent maintenance faults through the helpdesk, informing Duty Managers of any routine repairs required.

Knowledge, Qualifications, Skills, and Experience

Essential Knowledge/Qualifications:
A1 Scottish Credit & Qualification Framework level 4 in English and Mathematics or equivalent, and some experience of working in a similar role. Or ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role.
A2 Requirement to hold either an up-to-date Pool Lifeguard Qualification (NPLQ) or First Aid at Work. If only one qualification is held, there is a requirement to attain the other qualification within three months of commencing employment.
A3 Knowledge of correct manual handling technique.
A4 Experience of managing leisure operations in a similar environment.
A5 Health and Safety knowledge including COSHH guidelines.
A6 IT skills including MS Office, email, and the internet.

Desirable Knowledge/Qualifications:
B1 Attained the University of Glasgow - Aspiring Team Leader Course and ILM qualification.
B2 Knowledge of basic artificial playing surface maintenance.

Essential Skills:
C1 Strong, confident, and adaptive communicator with good interpersonal skills, adjusting style to suit different people or situations; ability to start conversations as well as respond positively to enquiries and communicate effectively with team members.
C2 Ability to work under pressure and deal with customer queries effectively in a timely and proactive manner.
C3 Work effectively as part of a team, actively contributing to team morale.
C4 Good time management skills.
C5 Ability to work independently and under minimum supervision.
C6 Strong swimming and lifeguarding skills, including spinal board management.
C7 Ability to react calmly, quickly, and effectively in emergency situations.
C8 Skilled in operating specialist equipment such as Technogym products, consoles, and programmes.
C9 Ability to take initiative and innovate within the agreed dimensions and duties of the role.

Desirable Skills:
D1 Ability to use defibrillator.
D2 Ability to operate and manoeuvre mechanical grounds maintenance equipment.

Essential Experience:
E1 Relevant sport/leisure facility experience (or equivalent) with qualifications above.
E2 Proven ability to successfully contribute to a multi-functional team, delivering against agreed targets.
E3 Experience of dealing with demanding customers, enquiries, and feedback.
E4 Experience of ensuring regulatory and operational protocols are followed.

Desirable Experience:
F1 Previous experience of working in a busy customer-facing environment.
F2 Experience of working in wet side dry side leisure facility operations.
F3 Experience of working in outdoor leisure facility operations.
F4 Previous experience of working with a LMS or equivalent.
F5 Experience of supervising other staff.

Terms and Conditions
Salary will be Grade 3, £24,685 - £25,249 per annum pro rata plus 15% shift allowance. This post is part-time (20.5 hours per week), and open ended. This role is worked across a 2 week rotating shift pattern: week 1: Monday - Thursday 5pm-10.30pm; week 2: Friday 3.45pm-8.30pm, Saturday 8.45am-6pm.

This role is not eligible for sponsorship under the UK Skilled Worker visa route. Candidates must therefore have an existing right to work in the UK or be able to secure this independently prior to commencing employment.

Benefits include: a warm welcoming and engaging organisational culture; an excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension, benefits and discount packages; a flexible approach to working; a commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University.