Job Purpose
To support the Head of Operations to provide effective leadership, excellent facility management and an outstanding customer experience that promotes UofG Sport as a core part of the student journey.
Main Duties & Responsibilities
1. Effectively lead Operations colleagues, ensuring they are customer focussed and contributing to wider UofG Sport and University objectives.
2. Contribute to discussions, information requests and events around UofG Sport's long-term strategic plans. Represent UofG Sport, where appropriate, on selected policy and operational forums within the University and beyond.
3. Work alongside the Head of Operations to prepare capital project bids and business planning as required. This includes the procurement of major equipment items, building improvements, facility renovation schedule and the preparation of service level agreements with suppliers and/or business partners.
4. Responsible for managing the operational customer feedback process, proactively engaging and communicating with internal and external customers to provide an outstanding customer experience.
5. Ensure service standards and maintenance Service Level Agreements are being adhered to ensuring delivery of a consistently high level of Service provision.
6. Provide direction and oversight for implementation of services/programs in UofG Sport facilities to ensure full compliance with all legislative, operational and building requirements.
7. In consultation with the Head of Operations and the Commercial Manager, advance new procedures and initiatives to support service improvements and business development.
8. Resolve employee issues in conjunction with HR using University Policies and Procedures, providing support and direction for Duty Managers where required.
9. Prepare periodic financial reports, analyses, forecasts, special project bids and support wider business planning as required.
10. Prepare regular facility management and equipment reports that include statistical analysis, interpretation and recommendations for action, where appropriate.
11. Take a lead role in the delivery of UofG Sport's Events Calendar including charity events, commercial events and other booking requests outside of the core programme in conjunction with Active Lifestyle Manager & Sports Development Manager.
12. Other duties commensurate with the role.
Knowledge, Qualifications, Skills & Experience
Knowledge/ Qualifications
Essential:
A1 Scottish Credit and Qualification Framework Level 9 (Ordinary Degree, VQ4) or equivalent, and experience of personal development 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 through personal development and progression in a similar related role(s).
A2 Thorough knowledge and understanding of a customer orientated facility operational practices, processes and procedures.
A3 IOSH Managing Safety Qualification (if not held, requirement to attain within 6 months).
A4 Pool Plant Operators Certificate (if not held, requirement to attain within 6 months).
Desirable:
B1 Operational knowledge of Leisure Management Systems (LMS).
B2 First Aid Qualification.
B3 RLSS Pool Lifeguard Qualification.
B4 RLSS Pool Lifeguard Trainer Assessor Qualification.
Skills
Essential:
C1 Strong leadership skills with a high degree of emotional intelligence and the ability to inspire and empower others to drive change.
C2 Ability to ‘set the standard' in providing outstanding customer service.
C3 Strong, confident and adaptive communicator with excellent influencing and interpersonal skills, adjusting style to suit different people or situations.
C4 Ability to work independently and exercise initiative and work as part of a team.
C5 Strategic thinker and driver of change.
C6 Tackles mediocrity in people and systems, even when it is difficult to do so.
C7 Excellent organisational, analytical and problem-solving capability.
C8 Good attention to detail with proven ability to manage own workload, including prioritisation and meeting simultaneous deadlines.
C9 Ability to manage and control assigned budgets in accordance with policies and procedures.
C10 Strong project management skills.
C11 Conflict resolution and negotiation skills.
Desirable:
D1 Competent user of social media across different platforms.
Experience
Essential:
E1 Experience of working in a customer orientated facility operations/management role.
E2 Proven experience of leading and motivating a team, fostering engagement and achieving set objectives.
E3 Experience of effectively managing budgets and resources, ensuring value for money services are delivered.
E4 Experience of leading a team in a busy customer-facing environment.
E5 Experience of dealing with demanding customers, enquiries and feedback.
Desirable:
F1 Experience of working with social media channels in a business environment.
F2 Experience of using Agresso.
Terms and Conditions
Salary will be Grade 7, £40,247 - £45,163 per annum.
This post is full time (35 hours per week, Monday- Friday) and open ended, with some weekend work required.
As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.
The University of Glasgow has a responsibility to ensure that all employees are eligible to live and work in the UK. If you require a Skilled Worker visa to work in the UK, you will be required to meet the eligibility requirements of the visa route to be assigned a Certificate of Sponsorship.
Please note that this post may be eligible to be sponsored under the Skilled Worker visa route if tradeable points can be used under the Skilled Worker visa rules. For more information please visit: https: // www. gov.uk/skilled- worker-visa.
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, including a free 6-month UofG Sport membership for all new staff joining the University 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.
Vacancy Ref : 155890 Close Date : 23-Oct-2024 23:45