Job Purpose

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

Main Duties & Responsibilities – Operations Assistant

• 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 cash handling via the Leisure Management System (LMS).

• Assist the Duty Managers in the collection and counting of the vending operations and stocking of 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 Operations Assistants and Leisure Attendants, acting as the main point of contact for staff to shadow.

Main Duties & Responsibilities – when acting up

Knowledge, Qualifications, Skills and Experience

Knowledge/ Qualifications

Essential:

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 NARS) or Level 2 Gym Instructor qualification. 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 COSSH guidelines

A6 IT skills including MS Office, email, and the internet.

A7 Current holder of a Full Clean Driver’s License.

Desirable:

B1 Attained the University of Glasgow – Aspiring Team Leader Course and ILM qualification.

B2 Knowledge of basic artificial playing surface maintenance.

Skills

Essential:

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 enquires and communicates 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 Lifefitness Elevation products, consoles and programmes.

C9 Ability to take initiative and innovate within the agreed dimensions and duties of the role.

Desirable:

D1 Ability to use defibrillator.

D2 Ability to operate and manoeuvre mechanical grounds maintenance equipment.

Experience

Essential:

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 cash handling and till operation.

E4 Experience of dealing with demanding customers, enquiries and feedback.

E5 Experience of ensuring regulatory and operational protocols are followed.

Desirable:

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 on Grade 3, £20,400 – £21,197 per annum, plus shift allowance.

This post is full time (35 hours p/w) and fixed term to cover maternity leave for up to 12 months or until the substantive postholder returns. Shifts are 5 days over 7 on a rotational basis.

The University would consider a secondment opportunity for this post.
University of Glasgow applicants should seek clearance for release for secondment from their line manager
before making a formal application.

As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension – pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/ , benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.