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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