Ella Blackett
Norwich,Norfolk
Summary
I am a dedicated and passionate professional with over six years of experience in the leisure industry, leading high performing teams and managing complex day to day operations. I thrive in fast‑paced environments, always seeking new challenges and opportunities to grow. Skilled in leadership, operational management, communication, and people development, I take pride in creating positive, motivated workplace cultures. I am reliable, driven, and consistently committed to excellence and above all, I bring genuine passion to everything I do.
In my spare time, I enjoy hiking, staying active through fitness, and fostering positivity in my everyday life.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Assistant Centre Manager
Wymondham Leisure Centre
Norwich, Norfolk
06.2025 - Current
- Running smooth day to day operations of the centre, maintaining high standards of customer service and enhancing staff performance.
- Front of house Manager, overseeing membership growth, revenue performance, sports bookings, invoicing, and all secondary sales, including retail stock management.
- Supervise a team of over 50 employees, directly line managing 13 staff members and cultivating a positive team environment.
- Designed and delivered targeted training programmes that elevated team capability and improved overall service quality. Increasing mystery shop visits from 60% to 96%
- Reviewed, updated, and enforced health and safety protocols, ensuring full compliance with current legislation and best practice.
- Handled hazardous materials safely and responsibly, maintaining strict adherence to all safety procedures.
- Additional responsibilities such as Mental health and DV champions, support colleagues and members in need of additional support, recognising signs and signposting to help.
Team Leader
Long Stratton Leisure Centre
Long Stratton
01.2022 - 06.2025
- Leading a team, supervising shifts and ensuring smooth, safe, and customer‑focused operations.
- Manager on Duty - Handling daily operational need of the facility, ensuring full compliance with all health and safety protocols.
- Provided training, on-boarding, and support to new staff.
- Managed the facility’s café and soft play area, including ordering supplies, handling bookings, organising staffing, and maintaining up‑to‑date health and safety procedures.
- Coordinated bookings for the 3G football pitch, liaising with teams, overseeing block booking processes, and managing documentation.
Customer Service Assistant
Long Stratton Leisure Centre
Long Stratton
01.2020 - 01.2022
- Handled day‑to‑day duties including food hygiene and handling, customer service, cash management, conducting centre tours, and facilitating membership sign‑ups.
- Maintained high standards of cleanliness, ensuring a safe, welcoming, and well‑presented environment for all visitors.
- Took on additional responsibilities, serving as both Safeguarding and Mental Health Champion, supporting the wellbeing and safety of staff and customers.
Community Connector
South Norfolk and Broadland Council
03.2020 - 10.2020
- Redeployed within council during COVID‑19 pandemic to support SNC Help Hub in providing financial, physical, and emotional assistance to vulnerable residents.
- Delivered community testing services, travelling to various locations to administer tests and record results accurately for local health authorities.
- Managed complaints with calm, clear communication and problem-solving.
Customer Service Representative
East of England Co-Op and Subway
Long Stratton
01.2017 - 01.2019
- Delivered excellent customer service, assisting customers with their needs and creating a positive experience.
- Managed cash and financial transactions
- Handled opening and closing duties, including cashing up, securing the premises, and preparing the site for the next shift.
- Monitored and maintained stock levels
- Followed management instructions and supported smooth daily operations.
- Ensured high standards of food hygiene and safety, following all required procedures.
Food Service and Hospitality
Lightfoot's Catering Service
Norwich
01.2017 - 01.2019
- Creating a pleasant dining experience for large private groups and parties, ensuring guest satisfaction throughout the evening.
- Supported kitchen operations by preparing ingredients and maintaining cleanliness, contributing to a smooth workflow.
- Hosting dinner parties and providing unique experiences for all guests.
Customer Experience Advisor
Float
Norwich
01.2012 - 01.2017
- Created a calm and tranquil experience for guests, guiding them through their visit and supporting their overall wellbeing.
- Managed bookings and memberships, providing clear communication and administrative support.
- Oversaw social media accounts, contributing to customer engagement and promoting facility services.
- Maintained high standards of cleanliness, ensuring all areas were safe, hygienic, and welcoming.
- Opened and closed the facility, ensuring all procedures were followed and the building was secure.
- Handled cash transaction
- Working independently
Education
A-levels - Psychology, Sociology and Business
City of Norwich School
Norwich, NFK01-2019
GCSE's - English, Maths, Science, History, French, Religious Education, PE and Dance
Framingham Earl High School
Norwich, NFK01-2017
Skills
- Operations Management
- Sales and Customer Retention
- Customer Relations & Service
- Membership Retention Strategies
- Rota Management & Workforce Planning
- Risk Assessment
- Emergency Response Planning
- Health & Safety Regulations
- GDPR Compliance
- Payment Data Security Compliance
- Rota Management & Workforce Planning Social Media Promotion
- Social Media Promotion
- Payment Data Security Compliance
Interests
My hobbies include hiking across some of the UK’s most stunning landscapes such as Wales, Scotland, the Peak District, and the Lake District. I also enjoy crochet
Certification
- FAaW Level 3
- Paediatric first aid level 3
- MHFA Level 2
- HACCP Level 2 & 3
- Food Safety Supervision Level 3
- Gym Instructing Level 2
- Pool Plant Operators Level 3
- NPLQ Level 3
- NPSQ Level 3
- Safeguarding certifications
- Domestic Abuse Awareness certification
- TA6 Objection handling
- TA6 Sales training
- TA6 Digital foundations training
- NIDAS Champion
Timeline
Assistant Centre Manager
Wymondham Leisure Centre
06.2025 - Current
Team Leader
Long Stratton Leisure Centre
01.2022 - 06.2025
Community Connector
South Norfolk and Broadland Council
03.2020 - 10.2020
Customer Service Assistant
Long Stratton Leisure Centre
01.2020 - 01.2022
Customer Service Representative
East of England Co-Op and Subway
01.2017 - 01.2019
Food Service and Hospitality
Lightfoot's Catering Service
01.2017 - 01.2019
Customer Experience Advisor
Float
01.2012 - 01.2017
A-levels - Psychology, Sociology and Business
City of Norwich School
GCSE's - English, Maths, Science, History, French, Religious Education, PE and Dance
Framingham Earl High School