Job Description

At Freedom Leisure, we're all about positive vibes, great people, and making a real impact. Yes, we run leisure and cultural facilities, gyms, and swimming pools, but at the heart of it all, it's our people who make the difference.

As one of the UK's leading charitable leisure trusts, we're proud of our mission: Improving Lives Through Leisure. We're here to help communities live healthier, happier lives by making our centres welcoming, inclusive, and accessible to everyone, because everyone deserves to feel good.

We're all about delivering amazing customer service with a smile every single day. We create spaces where people feel at home, supported, and inspired. If you're passionate about helping others, leading teams, and creating exceptional experiences, you'll feel right at home with us.

With over 130 centres across England and Wales, there are fantastic opportunities to develop your career. Many of our colleagues have built rewarding careers through leadership, hospitality, customer service, and leisure management pathways.

We're proud to be a workplace where everyone is welcome, valued, and supported to thrive, because when our team reflects the communities we serve, we all grow stronger together.

This is your place. This is where you matter.

We are looking for an enthusiastic, customer-focused and commercially minded Welcome Team Manager to lead our Reception, Café and Retail operations.

This is a varied and exciting role where you'll lead by example, ensuring every customer receives a warm and professional welcome while driving high standards across customer service, catering, retail, memberships and bookings.

You'll be responsible for developing a high-performing team, creating a positive customer experience and taking ownership of catering and retail performance to help deliver and exceed income and profitability targets.

Key Responsibilities

Customer Service & Reception

• Lead and Manage the Welcome Team to always deliver exceptional customer service.
• Ensure all visitors receive a friendly, professional and welcoming experience.
• Support enquiries, bookings and memberships in person, online and by telephone.
• Ensure reception areas remain clean, welcoming and informative.
• Operate and oversee booking, membership and till systems accurately.
• Promote centre activities, memberships, facilities and services.
• Ensure all cash handling and payment procedures are followed correctly.

Café & Retail Operations

• Lead and Manage the day-to-day operation of the café and retail areas.
• Prepare and serve hot and cold drinks, including barista-style coffee when required.
• Maintain excellent food hygiene, health and safety, and compliance standards.
• Support hospitality, events, parties and catering activities across the centre.
• Manage stock levels, stock rotation, stock takes, vending operations and wastage controls.
• Ensure supplier and brand standards are maintained, including Costa standards where applicable.
• Keep café and retail spaces clean, organised and customer friendly.

Leadership, Management & Team Development

• Recruit, train, coach and support members of the Welcome Team.
• Create a positive, motivated and customer-focused working environment.
• Support colleagues to become multi-skilled across reception, catering, retail and membership services.
• Lead by example during busy operational periods.
• Monitor performance and encourage continuous improvement and development.

Commercial Performance

• Take ownership of Catering and Retail commercial performance.
• Drive upselling and cross-selling opportunities across all customer touchpoints.
• Monitor income and gross profit performance against budgets.
• Develop and implement plans to achieve and exceed sales and profitability targets.
• Work closely with Site, Area and Commercial Managers to maximise business opportunities.

If you're passionate about people, customer service, hospitality and commercial success, we'd love to hear from you.

In the event that a high volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.

Hours: 37 hours per week, Monday - Sunday (rota basis)

Requirements

We're looking for someone who is:

• Passionate about delivering outstanding customer experiences.
• An experienced Manager / Team leader who enjoys motivating and developing people.
• Commercially aware with a track record of driving sales and performance.
• Confident managing multiple priorities in a busy environment.
• Organised, proactive and solution focused.
• Flexible, reliable and approachable.
• Committed to maintaining high standards of service, presentation and compliance.

Desirable Skills & Experience

• Previous supervisory or management experience within hospitality, catering, retail, leisure, or customer service.
• Experience managing budgets, income targets and gross profit performance.
• Experience of stock control and food safety compliance.
• Barista and café operations experience.
• Experience working with booking, membership, or EPOS systems.

Benefits

We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind, so what can we offer you?

• Company pension
• Cycle-to-work and car leasing tax-efficient schemes
• Discounted staff membership (including family members)
• Employee Assistance Programme: 24/7 confidential, independent and professional counselling
• Financial advice
• Incremental annual leave entitlement
• My Staff Shop employee benefits scheme, offering discounts on cinema tickets, travel, high street e-vouchers, gift cards, days out, leisure activities and everyday spending
• Fully funded training and development, with career progression opportunities
• Various insurance and savings schemes

Closing date: 28th August 2026

Salary: up to £27,510 per annum

Freedom Leisure is proud to be an equal opportunities employer.

We are committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults, and we expect all staff and volunteers to share this commitment.