Duty Manager

Duty Manager

University Of Sussex (Onsite)

Contract until the end of the year

The Duty Manager is responsible for the safe, efficient, and customer-focused operation of university facilities and programmes during designated shifts. This includes supervising activities, managing staff, ensuring compliance with health and safety standards, and delivering a high-quality user experience for students, staff, and external stakeholders.

KEY RESPONSIBILITIES

Operational Management

Take full responsibility for the day-to-day operational management of facilities during assigned shifts.
Ensure buildings, equipment, and activity spaces are set up, maintained, and ready for use.
Monitor programme delivery (e.g., sport sessions, classes, bookings, events) to ensure quality and timeliness.
Act as the primary point of contact for operational issues, incidents, or emergencies.
Facilities Management

Carry out regular inspections of facilities to ensure cleanliness, safety, and functionality.
Identify and report maintenance issues promptly, taking immediate action where required.
Ensure adherence to operational procedures, including opening and closing processes.
Manage access control and security protocols across the site.

Health & Safety

Ensure compliance with all health and safety legislation, policies, and risk assessments.
Lead on emergency procedures, including fire evacuations, first aid response, and incident management.
Complete incident reports and ensure appropriate follow-up actions are implemented.
Promote a culture of safety among staff and facility users.

Staff Supervision

Supervise and support frontline staff (e.g., reception, coaches and multisport activators).
Allocate tasks, monitor performance, and provide on-shift guidance.
Ensure appropriate staffing levels are maintained throughout the shift.
Support staff training, inductions, and ongoing development where required.

Customer Experience

Deliver excellent customer service, resolving queries, complaints, and feedback professionally.
Ensure a welcoming, inclusive environment for all users.
Engage with students, staff, and visitors to enhance participation and satisfaction.
Demonstrate the Sussex Sport values and encourage the team on shift to do the same

Programme & Event Support

Oversee the delivery of scheduled programmes, bookings, and events.
Coordinate setup and breakdown of activities and ensure programme schedules are adhered to.
Liaise with internal departments, student groups, and external partners as needed.

Administration & Reporting

Maintain accurate records including attendance, incidents, and operational logs.
Complete shift handovers and Huddle meetings, highlighting key issues and updates.
Prepare ad hoc and regular standard management reports on the use of the service area to aid the improvement of processes and understanding of the services provider.

Other

Prepare ad hoc and regular standard management reports on the use of the service area to aid the improvement of processes and understanding of the services provider.
Where required, deliver coaching and training including fitness to develop capabilities in line with required improvements.
Provide advice on ongoing projects and how they might affect service users.
Providing support and guidance for the service area administration team.
To oversee the cashing up and reconciling of tills/floats when on shift
To carry out any other duties that are within the employee's skills and abilities whenever reasonably instructed.

Dimensions

This role does not have any budget responsibility.
This role does not have any line management responsibility although on shift supervision is required of receptionists,
instructors, coaches and sports assistants.

ESSENTIAL ROLE-SPECIFIC CRITERIA

Minimum of 1-2 years' experience in a similar setting i.e., as a sports or recreation assistant/supervisor
Good knowledge and experience of working in a customer service environment.
First Aid at work qualification (to be obtained during induction)
Interest in sport, health, and fitness
Enthusiastic and outgoing personality
Willingness to wear appropriate uniform.
Ability to work unsocial hours and do paid overtime where required.
Duty managers will be expected to work across our two sites on a three-week rota basis.

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