Senior Operations Assistant

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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 - Senior Operations Assistant

(Please note some duties will be site specific)

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

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

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

4. Undertake key building operations tasks including, but not limited to;

a. Set up and take down equipment safely and on time to promote smooth transition between activities.

b. Ensure high levels of cleanliness, particularly changing and toilet facilities, are maintained at all times.

c. Preventative maintenance of equipment and fabric of the building is undertaken, maintenance information recorded, and damage/faults reported.

d. Laundry of towels and other core items.

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

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

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

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

9. 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).

10. Assist with cash handling via the Leisure Management System (LMS).

11. Assist the Duty Managers in the collection and counting of the vending operations and stocking of machines.

12. 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).

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

14. 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

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

16. 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.

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

18. Follow financial procedures, providing access to the safe for appropriate staff members for cash float availability and/or deposits.

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

20. 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 & 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 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 Grade 3, £22,995 - £23,581 per annum pro rata, plus 15% shift allowance. This post is based at our Garscube campus.

This post is part time (17.5 hours per week) and fixed term for up to 12 months.

2 week shift pattern;

week 1 - Thurs 17:00-2230 Fri 1545-2030 Sat 0845-1800,

week 2 - Mon 1700-2230 Tues 1700-2230 Wed 1700-2230 Thurs 1730-2230.

The substantive part of the role is fulfilling the Operations Assistant duties but will include 250hrs of acting up duties within the annual salary. You may be required to work on some public holidays and also the "Other" University closure days. When this is the case, the time will be added to your annual leave balance.

Please Note: If you are a current employee of the University of Glasgow, please be advised that the University would consider an internal secondment opportunity for this post. University of Glasgow applicants should seek clearance for release for internal secondment from their line manager before making a formal application

Closing date: 23:45 13th February 2025