Duty Manager / Senior Duty Manager

FTE: 1.0 FTE (working 37.5 hours per week)

Annual Leave: 23 days plus standard public holidays rising to 26 days after 4 years continuous service

Location: University of Hertfordshire Sports Village, de Havilland Campus, Hatfield

We are seeking a Duty Manager to take charge of our dynamic operational shifts, lead a high-performing team and ensure every booking, event and customer interaction runs smoothly and exceeds expectation.

Main duties and responsibilities

• Leading from the front – inspire and guide the team of shift to deliver outstanding service, safety and cleanliness across all areas.
• Own the shift – take proactive control, solve problems before they arise and ensure everything runs like clockwork.
• Develop your team – recruit, train and mentor Duty Assistants, fostering a culture of empowerment, accountability and recognition.
• Drive service excellence – champion customer experience, resolve concerns and continuously improve our operations.
• Ensure safety first – oversee health and safety protocols, emergency procedures and compliance across the facility.
• Contribute strategically – play a key role in shaping operational strategies, improving services and achieving business objectives.

With the opportunity to progress to Senior Duty Manager, you will:

• Lead on a facility area (e.g. pool, outdoors, indoors).
• Drive income generation and efficiency improvements.
• Lead audits, training and strategic reviews.

Skills and experience required

You will have experience of managing teams in a customer-facing environment. You will have Strong organizational and communication skills. You will have a proactive approach to work, a can-do attitude with attention to detail skills. You will have a Passion for service excellence and team development. You will have the ability to work flexible and unsociable hours.

Qualifications required

You will be educated with a minimum of 5 GCSEs at grade C/4 or above including Maths and English or equivalents (BTEC’s, NVQ’s, GNVQ’s etc). You will hold a Current First Aid at Work or the ability to achieve within 3 months.

You will hold a Current NPLQ with up to date and obtainable training records or the ability to pass in the first 3 months

DISCLOSURE AND BARRING SERVICE

The University requires that the successful applicant who is offered employment may require a DBS at a later date due to the nature of the work involved.

Overseas applicants and UK applicants who have lived abroad

Successful applicants from overseas will be required to produce a criminal records check, or 'Certificate of Good Character', from any country in which they have been resident, consecutively or cumulatively, in the previous 10 years.

Please view the job description and person specification for a full list of the duties and essential criteria. Click the 'Apply' button above. Please attach a personal statement showing clearly how your skills and experience match the Person Specification.

Internal applicants – please ensure you apply via your employee self-service portal.

We regret that we are unable to offer UKVI sponsorship for this post; applicants will either hold UK Right to Work or demonstrate access to UK Right to Work before an offer is made.

Contact Details/Informal Enquiries: Matt Coleman (Operations Manager), email: m.coleman5@herts.ac.uk

Closing Date: 02 November 2025

Interview Date: 1^st round: 06/07 November 2^nd round: 11 November

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