Operations Manager
P & E Sports
Redditch
Full-time
Remote
This listing is from Indeed
Operations Manager – Senior Leadership Team
Salary: £40,000–£42,000 per annum
Location: Redditch (B98\), with regular travel across P\&E Sports venues
Job Type: Full\-time
Hours: 40 hours per week, including flexibility for evenings, weekends and management on\-call
Reports to: Director
Direct Reports: Area Managers
SLT: Senior Leadership Team
ABOUT P\&E SPORTS
P\&E Sports partners with schools, communities and organisations to operate high\-quality sports, leisure and community facilities. We create safe, welcoming and professional environments that maximise participation, protect partner assets and deliver sustainable commercial and community value.
As we continue to grow, we are looking for an experienced Operations Manager to provide strong leadership across our expanding multi\-site operation.
THE ROLE
The Operations Manager is P\&E Sports' senior multi\-site operational leader. Reporting directly to the Director, you will lead our Area Managers and ensure consistent standards across our venues and management structure.
You will be responsible for operational performance, people, safety, compliance, customer experience, contracts, financial control, systems, maintenance, business continuity and mobilisation.
As a member of the Senior Leadership Team, you will work closely with Directors, Commercial, Gym Operations, HR, Finance, Customer Service and Bookings, schools, partners and venue teams.
This is a leadership and improvement role, not routine duty management. You will need to be visible across our venues, hold managers accountable and intervene when significant operational issues arise.
PURPOSE OF THE ROLE
To ensure our venues are:
- Safe, compliant and operationally ready.
- Properly staffed and professionally managed.
- Consistent in standards and customer service.
- Meeting school, partner and contractual commitments.
- Operating within agreed budgets and controls.
- Supported by effective systems, procedures and reporting.
- Resilient to incidents, absence, disruption and growth.
- Continuously improving through data, audits, feedback and learning.
- 40 hours per week, arranged around operational requirements.
- Regular travel between offices and venues.
- Visible venue presence is required.
- Some evening and weekend work.
- Participation in the management on\-call rota.
- Full driving licence and reliable transport required, subject to reasonable adjustment.
- Remote working may be agreed where appropriate but must not affect operational visibility or accountability.
- Lead, develop and hold Area Managers accountable for performance, standards and KPIs.
- Translate Director strategy into clear operational plans and priorities.
- Conduct regular reviews, venue visits and performance meetings.
- Address underperformance and escalate significant risks or decisions to the Director.
- Maintain consistent standards for opening, closing, cleanliness, presentation, set\-up, equipment and customer readiness.
- Ensure venues are safely staffed and prepared for bookings.
- Monitor performance, resolve recurring issues and implement improvements.
- Coordinate operational requirements around school events, closures and maintenance.
- Ensure operational obligations within school and partner agreements are understood and delivered.
- Maintain clear ownership, deadlines and evidence for commitments.
- Support partner meetings and resolve operational concerns professionally.
- Escalate material contractual changes or risks appropriately.
- Maintain effective staffing structures, succession plans and management capability.
- Work with HR on recruitment, onboarding, performance, attendance and employee relations.
- Develop Area Managers and venue managers as accountable leaders.
- Ensure deployment is competent, fair and cost\-effective.
- Promote a culture of ownership, early escalation and continuous learning.
- Provide senior operational oversight of health, safety, safeguarding and compliance.
- Ensure risk assessments, procedures, emergency plans and required checks are current.
- Ensure staff are trained, competent and appropriately DBS checked where required.
- Ensure incidents and safeguarding concerns are reported and escalated correctly.
- Stop unsafe activities where necessary and support statutory reporting, including RIDDOR.
- Maintain effective operational procedures, SOPs, checklists and emergency information.
- Own operational use and adoption of Connecteam.
- Ensure approved booking, customer, finance, gym and operational systems are used correctly.
- Maintain accurate records and appropriate data\-access and UK GDPR controls.
- Use data to identify risks, trends and improvement opportunities.
- Maintain a risk\-based audit programme across venues.
- Audit standards, staffing, training, safety, customer service, maintenance, systems, finance and compliance.
- Maintain a central corrective\-action tracker with owners and deadlines.
- Ensure high\-risk and recurring issues are properly resolved and verified.
- Set appropriate staffing and competence requirements.
- Ensure accurate forward rotas and contingency cover.
- Monitor staffing against bookings, operational needs and budgets.
- Ensure timesheets, overtime, absence, holiday and payroll information are accurate.
- Monitor overtime, agency/casual dependency and management cover.
- Address recurring staffing gaps through effective workforce planning.
- Ensure effective handover from sales/bookings to operational delivery.
- Ensure bookings have correct space, staffing, equipment, access and set\-up.
- Prevent double\-bookings and avoidable disruption.
- Manage complaints and service recovery effectively.
- Escalate serious, safeguarding, legal or contractual complaints.
- Use customer feedback to improve service.
- Manage operational delivery against approved budgets.
- Hold Area Managers accountable for controllable costs.
- Monitor labour, purchasing, maintenance and other operational expenditure.
- Ensure procurement and approval controls are followed.
- Protect income by reducing missed bookings, avoidable closures and unrecorded usage.
- Identify operational opportunities for utilisation, retention and growth and refer them to Commercial.
- Prepare business cases for significant resources or investment.
- Ensure maintenance issues are reported, prioritised and resolved effectively.
- Monitor planned maintenance and statutory inspections.
- Maintain appropriate asset and equipment records.
- Remove unsafe equipment or areas from use.
- Manage contractor and supplier performance.
- Coordinate building issues with schools, landlords and partners.
- Minimise downtime through effective planning and communication.
- Maintain an effective management on\-call and escalation structure.
- Ensure venues have trained deputies and current emergency information.
- Maintain continuity plans for major disruption, system failure, severe weather, staffing and security incidents.
- Provide senior operational leadership during serious incidents.
- Coordinate communication with emergency services, schools, Directors and other stakeholders.
- Lead post\-incident reviews and ensure lessons become actions.
- Lead operational mobilisation for approved new venues, contracts and significant changes.
- Plan staffing, safety, systems, training, equipment, access, communication, budgets and risks.
- Ensure operational readiness before launch.
- Coordinate recruitment and onboarding with HR, including TUPE activity where applicable.
- Support launches and early\-life stabilisation.
- Lead approved improvement projects and use data, feedback and audits to improve reliability.
- Contribute actively to the Senior Leadership Team with clear operational insight and solutions.
- Provide concise weekly updates and monthly operational reporting.
- Maintain accurate KPIs and management information.
- Work closely with Commercial, Gym Operations, HR, Finance and Customer Service/Bookings.
- Ensure operational decisions and information are communicated effectively.
- Maintain confidentiality of sensitive information.
- Lead Area Managers and set operational priorities within agreed controls.
- Make time\-critical operational decisions and stop unsafe activity when required.
- Manage routine expenditure and service recovery within delegated limits.
- Obtain Director approval for significant expenditure, permanent appointments, pay changes, additional headcount, capital investment and commitments outside budget.
- Do not make material contractual, commercial or structural commitments without appropriate approval.
- Respect HR, Finance, safeguarding and other specialist controls.
- Meet the Director, Area Managers and key functional leads.
- Review contracts, budgets, staffing, incidents, audits, complaints, systems and key risks.
- Visit priority venues and meet relevant school contacts.
- Identify urgent safety, staffing, payroll, contract and continuity issues.
- Establish effective reporting and escalation routines.
- Agree Area Manager objectives, KPIs and operating standards.
- Implement the audit programme and central corrective\-action tracker.
- Review staffing structures, deputies, on\-call cover and recruitment priorities.
- Validate Connecteam and operational systems.
- Present an operational improvement plan to the Director.
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