Job Description

Reports to Managing Director

Location: Multisite - London

Salary - 50k + Bonus.

Overview

The Group Operations Manager is responsible for the overall experience of the GetSetGo customer as well as driving the profitability of the business, in particular through retaining existing clients and attracting new clients (net gain)at each of the locations within your area.In parallel, the Group Operations Manager will execute effective leadership management practices to ensure that every team member feels supported and looked after whilst delivering best practice swimming lessons, and efficient operational management to maintain day to day operational output.

By delivering the highest quality of service to our clients, promoting a sense of belonging amongst our clients and creating a culture that exceeds expectations, the Group Operations Manager will ensure that every client receives a memorable experience for the longest possible duration.Through absolute dedication to detail, operational efficiency, delivery of brand standards and compliance, this role will ensure that all company and statutory requirements are met.

Experience management

Deliver world class service for every client, every time. Promoting a sense of belonging amongst our clients and creating a family culture that exceeds expectations and ensures a memorable experience for every client.
Plan, deliver and monitor the GetSetGo teaching programmes for babies and children.
Manage the external partnerships that we have at each site.

Team management

Build and lead an industry-leading teaching and operational team, by continually inspiring and motivating them to deliver better results and customer experience.
Manage the recruitment and onboarding process for all required new staff.
Overarching responsibility for the company HR system, qualification checks, DBS and any disciplinary matters.
Feed the company culture into everything the team does.
Manage the venue rotas ensuring adequate cover is achieved at all times and all health and safety requirements are met.
Undertake daily observations of the swimming lessons and customer poolside experience and provide feedback to the instructors directly with the support of the Instructor Coordinators.
Responsible for the day-to day line management of the Instructor Coordinators, Assistant Group Operations Manager and Facility and Maintenance Manager.
Overarching responsible for the monthly payroll submissions to ensure all staff and freelancers are paid on time and that all bonuses are calculated correctly.

Financial standards

Be in full understanding of the company budget and recurring revenue position alongside the future cancellations position to ensure optimum performance against budget.
Work with the Assistant Group Operations Manager and Sales Manager to ensure timetable and scheduling is optimised and always above 70%.
Management of the sites P&L’s
Achieve financial net gain targets through close management of retention, repeat bookings and trial conversions.
Monitor all costs to maximise efficiency. In particular payroll costs to be managed within budget while ensuring adequate cover of all business areas.

Compliance and operations

Oversee compliance for all hygiene, maintenance and health and safety issues, ensuring a safe environment for employees and members.
Regularly review and update the Risk Assessments, SOP’s, EOP’s and PSOP’s and ensure team compliance with all policies.
Ensure all pool tests are checks are completed in accordance with the Pool Water Advisory Group (PWTAG) Guidelines 2018 and HSG179 Health & Safety in Swimming Pools 2018.Ensure the club is clean and tidy at all times.

Retention

Oversee the client cancellation process and maintain an attrition rate below 3%.
Minimize the number of staff leavers through effective communications, regular feedback and a positive working environment.
Exceeding clients expectations. Under promising and over delivering.
Identify and implement opportunities to surprise and delight clients.

Remuneration

Salary: £50,000 FTE plus £5k performance related bonus
Hours of work: 40 hours per week.
28 days’ holiday year pro rata inclusive of bank holidays. Rising after length of service.
Staff ‘perk box’ benefits including your birthday off, travel loans and cycle to work scheme.
Additional wellness day for when you feel overwhelmed and need a break (after 6 months)
Training and development opportunities

Please note: overtime may be required at busy times or to cover other staff and this is seen as part of the ranking position. OT will be recompensed with time or pay (see contract for additional details)

Development

At GetSetGo we are passionate about development and our goal is to promote from within wherever possible.

This position is seen as the first step for future career progression into a part of the Senior Leadership Team

GetSetGo Swim Academy

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Group Operations Manager