FTE: 1.0 FTE (working 37.5 hours per week)
Duration of Contract: Permanent
Salary: HSV5 - HSV6 (£28,022 - £33,140) / HSV7 (£34,459 - £37,094) Plus Performance Related Pay.
Annual Leave: 23 days plus standard public holidays rising to 26 days after 4 years continuous service
Location: University of Hertfordshire Sports Village, de Havilland Campus, Hatfield
Closing Date: Sunday 02 November 2025
Interview Dates: First round: 06/07 November 2025. Second round: 11 November 2025
Are you a natural leader with a passion for operational excellence and customer experience? Do you thrive in fast-paced environments where no two days are the same? If so, we want you in our team!
We are seeking a Duty Manager to take charge of our dynamic operational shifts, lead a high-performing team and ensure every booking, event and customer interaction runs smoothly and exceeds expectation.
Hertfordshire Sports Village provides extensive sports facilities and services to the local community, students and staff of the University of Hertfordshire. Proudly named as one of Leisure and Hospitality’s 20 Best Companies to Work For in 2021, Hertfordshire Sports Village is committed to ensuring our staff team are connected and engaged. Welcoming, going the extra mile, leading by example and the ability to consistently exceed expectations are some of the values we look for in our team members. If you share these values and want to make a real difference in a rewarding and challenging role, we would love to hear from you.
Main duties and responsibilities
- Leading from the front – inspire and guide the team of shift to deliver outstanding service, safety and cleanliness across all areas.
- Own the shift – take proactive control, solve problems before they arise and ensure everything runs like clockwork.
- Develop your team – recruit, train and mentor Duty Assistants, fostering a culture of empowerment, accountability and recognition.
- Drive service excellence – champion customer experience, resolve concerns and continuously improve our operations.
- Ensure safety first – oversee health and safety protocols, emergency procedures and compliance across the facility.
- Contribute strategically – play a key role in shaping operational strategies, improving services and achieving business objectives.
With the opportunity to progress to Senior Duty Manager, you will:
- Lead on a facility area (e.g. pool, outdoors, indoors).
- Drive income generation and efficiency improvements.
- Lead audits, training and strategic reviews.
Skills and experience required
You will have experience of managing teams in a customer-facing environment. You will have strong organisational and communication skills. You will have a proactive approach to work, a can-do attitude with attention to detail skills. You will have a passion for service excellence and team development. You will have the ability to work flexible and unsociable hours.
Qualifications required
You will be educated with a minimum of 5 GCSEs at grade C/4 or above including Maths and English or equivalents (BTEC’s, NVQ’s, GNVQ’s etc). You will hold a Current First Aid at Work or the ability to achieve within 3 months.
You will hold a Current NPLQ with up to date and obtainable training records or the ability to pass in the first 3 months.
Senior Level
Appointments considered at Senior level will be dependent on significant and demonstrable skills and experience which align with the desirable criteria accompanied by the additional accountabilities and responsibilities stated. There will be the ability to move up through the salary grades as knowledge and experience grows within the role and agreed set criteria met.
Please view the job description and person specification for a full list of the duties and essential criteria.
Internal applicants – please ensure you apply via your employee self-service portal.
REHABILITATION OF OFFENDERS ACT
DISCLOSURE AND BARRING SERVICE
This post is exempt under the Rehabilitation of Offenders Act 1974 as amended. The University requires that the successful applicant who is offered employment will be subject to a criminal record check from the Disclosure Barring Service before the appointment is confirmed. An Enhanced Disclosure will be required and this will include details of cautions, reprimands or final warnings, as well as convictions. The University of Hertfordshire complies with the ‘Code of Practice for Registered Persons and other recipients of Disclosure Information’.
Overseas applicants and UK applicants who have lived abroad
Successful applicants who have lived outside the UK, for 12 months or more (whether continuously or in total), in the last 10 years, will be required to produce a ‘Certificate of Good Character/Conduct’ from each of those countries.
We regret that we are unable to offer UKVI sponsorship for this post; applicants will either hold UK Right to Work or demonstrate access to UK Right to Work before an offer is made.
Why join us?
- Be part of a supportive, forward-thinking team.
- Make a real impact on customer experience and team culture.
- Enjoy opportunities for growth and progression.
- Work in a vibrant, fast-paced environment where your ideas matter.
What you can expect from us
- Free Gym Membership
- Up to 26 days annual leave per year, plus 8 Bank Holidays
- Annual performance-related bonus and pay award
- Sick pay & pension scheme
- Unrivalled training and development opportunities
- UNiDays, TOTUM (formerly NUS Extra) and Galleria discount cards
- Discounted travel on UNO buses
- Regular staff social events
- 1 hour a week paid exercise time
- And much more…
Ready to lead the way? Apply now and help us deliver exceptional experiences every single day.
Contact Details/Informal Enquiries: Matt Coleman (Operations Manager) m.coleman5@herts.ac.uk
Closing Date: Sunday 02 November 2025
Interview Date: First round: 06/07 November 2025. Second round: 11 November 2025
Reference Number: REQ000348
Date Advert Placed: 17 October 2025
Apply today
For more information & to apply through our online application process - CLICK HERE
Our vision is to transform lives and UH is committed to Equality, Diversity and Inclusion and building a diverse community. We welcome applications from suitably qualified and eligible candidates regardless of their protected characteristics, and recognise there are different ways applicants may achieve the criteria in this document. We offer a range of employee benefits including generous annual leave, flexible location opportunities within the UK, discounted Sports Village memberships and Active Staff sessions, personal and professional development and family-friendly policies. #GoHerts