Job Description
We’re looking for a Duty Manger to be an ambassador for the AECCSG and provide professional customer facing support together with close collaboration with the General Manager and team to facilitate bookings and events at the AECCSG.

Background
Founded in 1868, The All England Lawn Tennis Club (AELTC) is a private members’ club which organises and stages The Championships, Wimbledon.
The AELTC has delivered substantial top line growth in recent years and expects that growth to continue in conjunction with an ambitious investment programme in the years ahead.
The Community Tennis Department’s role is to develop and evolve the All England Club’s Community Tennis footprint, through the development of its Community Sports Ground at Raynes Park. 2016 the Club constructed 6 acrylic courts (3 covered) to cater for its Junior programme, WJTI and now looks to the future to grow the usage of this facility.
The Community Tennis Department and WJTI provides tennis to over 950 children in schools and 300 children visit the Community Tennis Centre every weekend to receive coaching. The site also provides a venue for borough training, coach education and a training venue for players preparing to compete.
In the period prior to and during the Championships, the Community Sports Ground hosts practise for players competing in the Championships.
The Community Sports Ground is now moving to a 7-day operation. The Centre is currently constructing an additional 16 Championship Specification grass courts and three more indoor courts. Once these courts are developed and operational there will be another step change in the activity at the Centre

Main Duties/Responsibilities
– To be an ambassador for the AECCSG and AELTC
– Provide professional customer facing support
– To be responsible for the opening and closing procedures for the site
– To be the first responder for first aid incidents and emergencies
– To receive deliveries and assist internal stakeholders with enquiries and access to the site
– To perform the Duty Manager site inspection each day, on occasions as determined by the duty rota (likely to be x3 per day)
– To provide excellent ‘front of house’ support and to the first point of contact for customers, enquiries and bookings
– To welcome players and visitors
– To help support the registration of new customers
– To take payments for bookings
– To work closely with the General Manager and Administrator / Duty Manager (AECCSG) to ensure players are booked into sessions and provide administrative support
– To be able to liaise and communicate with various internal stakeholders including: Security team, Cleaning team, Groundstaff, Facilities Management, admin team and coaches
– To comply with health and safety policies and procedures
– To follow the Club’s Child Protection Policy and Guidelines

Person Specification
Essential
– Previous experience of working in a sports centre or tennis facility
– Previous experience relating to CRM & booking systems
– Strong customer service skills – professional, welcoming
– Strong interpersonal skills – talking to customers and members of the public
– Good working knowledge of Excel, Word and Outlook
– Reliable and punctual
– To take personal responsibility within agreed guidelines and work collaboratively with the team
Desirable
– Interest in tennis

Additional Information
The role will require full DBS clearance the results of which must be satisfactory to the Company.
Basic office hours of work are normally Monday to Friday 9.00 am to 5.00 pm with an hour (unpaid) for lunch (35 hours a week). However, you will be required to work a flexible five-day cycle between Monday and Sunday with an average of two days off in every seven.
The roles will form part of a split shift rota comprising of two teams of two duty managers covering an early shift and a late shift on a 5-day rotation which is likely to comprise:
Early shift 7am-3pm
Late shift 2pm-10pm
For events being held at the AECCSG or during The Championships longer hours may be required.
You will at all times be expected to be flexible with regard to the days and hours you work so as to meet the needs of the business. Year round the role will include regular evening and weekend working for which reasonable notice will be given.
Bank Holidays, other than any falling on days when the AECCSG is declared closed, are regarded as normal working days to be included in the rota, and you will be entitled to time off in lieu at the discretion of your line manager.
Your start and finish times and working days may need to be varied to meet operational and service requirements. You are required to work such hours as are necessary to meet the requirements of your job.

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