Customer Operations Manager

Post Title: Customer Operations Manager

BH Live Active Site: Southampton Outdoor Sports Centre

Salary: £29,580 per annum

Hours: 40 hours per week

Contract Type: Permanent

The role:

As a Customer Operations Manager at BH Live Active, you will lead the safe, effective and customer-focused day-to-day operation of the Outdoor Sports Centre whilst on duty, ensuring high operational standards, operational readiness, compliance and customer experience across all areas of the site.

Working within a leisure environment, you be providing front-line operational leadership across the facility, coordinating staffing, activities, bookings and operational delivery whilst maintaining high standards of presentation, professionalism and safety.

The role carries responsibility for operational decision making, emergency response, operational readiness, customer escalations and site-wide standards across sports facilities, activity areas, pavilions and wider operational areas.

Here at BH Live we call this role Customer Operations Manager, but similar titles for this type of role, may include Duty Operations Managers, Duty Manager & Sports and Leisure Supervisor. If you have previous experience of supervising or coordinating teams, within a leisure or similar environment we would love to hear from you.

You will:

• Lead Recreation Assistants and front-line operational teams to ensure safe and effective day-to-day site delivery of Southampton Outdoor Sports Centre.
• Coordinate staffing deployment, reactive shift cover and operational support arrangements whilst on duty.
• Support the delivery of activities, bookings, events and operational programming across the site.
• Maintain a visible operational presence across the facility, supporting operational delivery and customer experience during busy periods and events.
• Act as the primary operational point of contact for customers, clubs, schools, hirers and wider operational stakeholders whilst on duty.
• Maintain high standards of health and safety, compliance, emergency response and operational readiness across all operational areas at the Southampton Outdoor Sports Centre.
• Ensure compliance with operational procedures.
• Lead immediate operational response to incidents, emergencies and site evacuations whilst on duty.

To be successful you will need:

• Experience in an operational, leisure, sport or customer service environment.
• Experience supervising or coordinating teams.
• Experience dealing with customer queries, complaints and escalated situations.
• Ability to lead teams, motivate others and maintain high operational standards.
• Understanding of health & safety procedures and safe systems of work.

We offer:

• Onsite parking
• Training and development opportunities
• BH Live Active - Gym membership
• Health cash plan
• Employee Assistance programme
• Company pension matched up to 6% contributions
• Colleague discount on food and drink
• Colleague recognition
• Birthday / Celebratory day off
• Loyalty Rewards

About BH Live:

We are one of the UK’s leading leisure and event venue operators – a registered charity and social enterprise.

Our geographical reach spans across multiple venues, leisure centres and attractions across Portsmouth, Southampton, Croydon and the BCP region with millions of visits per year.

Our organisational and charitable purpose is to generate:

More participation – through the provision of leisure facilities to encourage active communities, improved health, and wellbeing

Higher audiences – through the provision of a diverse range of cultural and artistic events that appeal to a wide audience

Greater economic and social benefit – through hosting major conferences, exhibitions, and events for the benefit of the local, regional, and international economies and people

We are making a positive difference across the communities we serve.

Our organisation is changing lives – placing us at the heart of the UK’s growing social economy. We host hundreds of events a year; sell more than half a million cultural, and entertainment tickets; clock up millions of leisure centre visits, and welcome thousands of conference and exhibition delegates. As well as promoting community health and wellbeing, this generates millions of pounds in economic benefit for the local economy through business and cultural tourism.

As a social enterprise, we don’t pay dividends to shareholders. Every pound we make is used to run our business and generate a surplus to reinvest and enhance our centres and facilities for public benefit.

We’re BH Live, and we make things happen.

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