Management Support Person

**Management Support Person**

Accountability to: Managing Director / Swim School Operations Manager

Reports To: Operations Manager (each swim school)

C.C.: Managing Director

**AWARD: Fitness Industry Award 2020**

**CLASSIFICATION: LEVEL 6**

A.8.1 An employee at this level has duties which include but are not limited to:
(a) supervision of front desk, including customer liaison and rostering of front office staff;
(b) supervision, training and co-ordination (including rostering) of employees within their respective work area to ensure delivery of service;
(c) those of a trade qualified person in a single trade stream and the giving of trade directions to Level 1 to 5 employees;
(d) supervision of floor staff; or

(e) overseeing the day to day activities and operations of the business.

**Essential Qualifications**
- Senior First Aid/CPR Certificate (Current)
- Working with children check
- Supervisor and CSO Trained
- Pool Plant Operators Certificate - Recommended
- Current AUSTSWIM/Active Training/Royal Life Instructor Certificate
- 'Through their Eyes' - Child Protection Course

**Desirable**
- Infant Aquatics Certificate
- Adult Instructor Certificate
- Access and Inclusion Certificate

A travel allowance will be paid as per the _Fitness Industry Award 2020. _

The position will be tailored to the strengths, skills and experience of the successful applicant.
- **JOB PURPOSE**:

- To fill in when management are on leave with the purpose of maintaining the status quo, maintaining systems while assisting the management in all facets of the swim school.
- To be responsible for assisting management in the daily operations of the swim school.
- To understand the culture of each swim school and adapt accordingly. Spending time with staff and customers listening is a must have skill.
- To work in conjunction with the Management Team too whatever the swim school requires to ensure that business and operational objectives are met.
- To assist in making sure that all services provided are of high quality and meet the needs of the customers.
- To assist in promoting all Swim Plus swim school's philosophies to contribute to continued company growth, quality customer service, profitability and image.
- The Management Support person must have a good knowledge and understanding of all aspects of the facility's operation or be prepared to be trained in those area's.

**2. KEY RESULT AREAS**
- Support in all areas of the swim school where needed.
- A good working knowledge of swim school operations
- Staff and program Management
- Administration
- Safe Centre Operations
- Customer Satisfaction

**3. STAFF MANAGEMENT**
- Work with the Management Team to assist in communication to staff.
- Work with the Management Team to assist in filling shift replacements.
- Be open and responsive to their feedback and action items over which you have control, escalate all other problems to the Operations Manager, with the appropriate communication depending on the level of urgency.
- Where appropriate delegate duties that may need to be undertaken.
- Lead by example by displaying high standards.
- Seek staff feedback and action on any items.
- Working well with your staff will result in positive outcomes with customers.

**4. ADMINISTRATION**
- Provide Support to the Management Team in the following Areas:

- Staff
- Programs / services
- Customer Communication
- Conflict resolution

**5. CUSTOMER SATISFACTION**
- Converse with customers on an informal level.
- Identify any issues that need attention.
- Assist customers to meet their needs.
- Personally follow through with customer issues promptly.
- Notify the Management Team of potential Issues.

**6. PROGRAM MANAGEMENT**
- To work in conjunction with the Management Team to appraise staff performance to improve programmeeffectiveness.
- Assist in maintaining all information systems, record keeping and reporting systems.
- Supervise staff to ensure that all programmes are delivered professionally and conform to the training standards and requirements of the Norwood Swim School.

**7. SAFE CENTRE OPERATIONS**
- Should a major incident occur, the role of the Management Support person is to assist the Management Team in coordinating and support.
- The Management Support person should familiarize themselves with each swim schools Emergency Procedures Manual.
- "Manage by Walking Around" - ensure the Centre is clean and user friendly. Identify and report or rectify any Hazards to Personal safety of both staff and customers immediately.

**8. WORKPLACE HEALTH AND SAFETY**
- Ensure the Management Team is promptly informed of any serious or reportable WHS matters.
- Ensure, as far as practicable, a hazard free work environment and a proactive approach to injury management.
- Identify and address building, equipment, safety and security issues.
- Take reasonable care to protect personal health and safety at work.

**9. STANDARDS/BEHAVIOR INHERENT THIS POSITION**
- All material wr