Your Role

You are responsible for delivering a first class service to Trafford Leisure customers and staff through the provision of first class quality customer experience management. You will take responsibility for creating a first class impression for the customers you welcome to your centre ensuring they enjoy a safe and professional service from your team. Your role ultimately will contribute to the delivery of the Centres first class service to our customers keeping us at the forefront of leisure provision and generating growth and development for the continued success of the business.

Your Activities

  1. Working as part of the Centres Team you will support your Manager in delivering the projects and objectives of your team
  2. Working closely with your colleague’s ensuring that you make the right people aware of things at the right time and work together to deliver a first class service to our customers
  3. Working with the First Class PROfile tool to make sure that you are continuously improving, that you are picking up Golden Goal objectives over and above the day to day requirements of your job where appropriate and undertaking learning that is relevant to you in your role
  4. Supporting the Duty Manager in the First Class PROfiling support and coaching provided to the team
  5. Supporting the Duty Manager as required in the operational management of the Centre including: opening and closing the Centre, being the face of the Centre in the Duty Managers absence, handling difficult or escalated situations and coaching the team in handling these independently in the future
  6. Playing your part in communicating with other teams to ensure that services and products we provide to our customers, both internal and external, are consistent and of a first class standard
  7. Working with your Manager to continuously improve the service, feeding in your knowledge and ideas to make sure that we are meeting the needs of our customers
  8. Delivering a first class customer services experience customers by: giving a warm welcome when you come into contact them throughout your centre, listening and responding to customers’ requests, responding to feedback provided by customers and seeking resolutions for them directly wherever possible
  9. Owning and managing the Activity Preparation process and systems including: preparing activity areas and equipment to meet the needs of the days programme, ensuring that equipment is at first class standards in safety and cleanliness
  10. Actively managing the day to Environment management processes of your Centre, including: ensuring the centre is presented to First Class standards and taking action when needed, observing maintenance issues and taking steps to resolve personally, managing maintenance issues which require support from a member of the maintenance team or other third party
  11. Undertaking administration tasks relevant to the team
  12. Supporting the Centres management team in the collation and creation of KSI data and acting on that intelligence to continuously improve the service
  13. Playing your part in the delivery of your teams budget, ensuring you consider the financial impact of what you do
  14. Meeting the requirement of the business’ policies and procedures and making recommendations as and when necessary on improvements and changes
  15. Living our values every day and encouraging and supporting those around you
  16. Golden Goal activities as required for your role

Your Skills

  1. Communication skills
  2. Basic people management skills
  3. Ability to speak to different people at different levels and to understand their needs
  4. Rapport building
  5. Problem solving
  6. Decision making
  7. Coaching and training
  8. Delegation
  9. Flexible

Your Knowledge

  1. Trafford Leisure Vision, Mission and Values
  2. Current Business Plan & Project Plans
  3. Health and Safety Manual and all aspects of policies therein
  4. Operations Procedures
  5. IT Systems. Including Plus 2
  6. Equipment handling
  7. Brand Manuals
  8. HR Manual and all aspects of policies therein
  9. Budgets
  10. First Class Customer Service Standards
  11. Understanding of Trafford Leisure teams
  12. First Class PROfile
  13. How your work is influencing the Key Success Information for your team and the business
  14. Current news relevant to your industry & role
  15. Staff Handbook
  16. Cultural and religious requirements
  17. NOP & EAP

Your Development

This role would benefit from the post holder having a recognised qualification in customer service and as such the business aims to support the individual attain this should they not already hold such. It is essential that the post holder has a current Lifeguard qualification (if at a wet site) and a First Aid qualification.

Trafford Leisure

  • Manchester
  • £10.05 ph
  • 06 December 2021
  • Part Time

Further Details

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