Jay Whitlock
Market Harborough
Summary
Experienced General Manager with extensive expertise in leisure management and aquatic operations.
Proven success in leading swimming lesson schemes, optimising operational performance, and developing high-performing teams.
Strong track record of improving programme quality, driving staff progression, and delivering efficient, customer-focused leisure services.
Overview
14
14
years of professional experience
Work history
Cluster General Manager
Freedom Leisure
Kettering, United Kingdom
05.2025 - Current
- Orchestrated strategic business plans to drive organisational growth.
- Facilitated staff development programmes for improved employee performance.
- Cultivated positive stakeholder relationships, enhancing corporate image.
- Championed sustainability initiatives, reflecting commitment towards environmental conservation.
- Running three leisure centres as part of the cluster.
- Managed crisis situations effectively, minimising negative impacts on the business.
Centre Manager
Leicester City Council
Leicester
01.2022 - 05.2025
- Addressed customer issues calmly and professionally, delivering quick, successful resolutions.
- Oversaw daily operations of centre.
- Evaluated staff performance, implementing training and development programmes to maintain exceptional service levels.
Activities Manager / Assistant Manager
David Lloyd Clubs
Leicester
04.2021 - 01.2022
- Provided detailed inductions and ongoing training for staff members to maintain exceptional safety standards and
- Coordinated and oversaw the delivery of safe, cohesive outdoor activity programmes, assisting alongside staff of relevant qualifications and experience.
- Coordinated instructor recruitment processes including sourcing and interviewing new staff members.
- Devised new programmes and monitored the progress of clients.
- Implemented brand new swimming programme , swimming lesson programme , kids activity programme , gym programme throughout the club.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
Covid Test Manager
G4S
Market Harborough
01.2021 - 05.2021
- Updated ongoing testing procedures for the site including risk assessments , safe systems of work , staff training and health and safety protocols.
- Managed and input staff expenses/wage for reimbursement on weekly basis.
- Managed office supply inventory, performing stocktake duties and ordering additional supplies on a monthly basis to exceed staff members' needs.
- Dealt with customer complaints and staff issues on a regular basis.
- Line Managed 20 staff.
Centre Manager
Everyone Active
Market Harborough, LEC
04.2019 - 01.2020
- Improved efficiency by training staff on best practices and protocol.
- Proactively identified and solved complex strategy problems that impacted sales management and business direction.
- Hired and scheduled staff to meet business needs and demand.
- Supported long-term business-need strategies, generated customer-relations feedback for process improvements.
- Addressed customer issues to ensure quick and successful resolution.
- Increased revenue, cultivating client relations to develop new customer accounts.
Assistant Manager
Serco Harborough
06.2017 - 04.2019
- Line Managing all the area heads on site including Swim Manager , Sales Manager , Front of House Manager.
- Being responcible for management meetings and ensuring that communication is effective across the teams.
- Ensuring site are full compliant with OFSTEAD & Quest and External audits reach a good standard in the centre.
- Increasing engagement scores with the staff and the customers.
- Ensuring that retention is monitored on block bookings and patronage is increased.
- Being responsible for business planning and KPI reporting ensuring targets are and that the targets are completed by the various departments.
- Monthly reviews carried out with the team ensuring that targets are being met and budget plans are created.
- VSA Audits from the council ensuring these are increased each time and the improvement suggested are met.
- Set project timelines and kept teams on task to complete milestones according to schedule.
- Increased revenue by identifying key long-term growth initiatives.
Aquatics Manager / Duty Manager
Serco
04.2015 - 08.2017
- Responded to customer concerns with speed and knowledge to maintain composure and professional demeanor.
- Conducted continuous reviews of accounts, procedures and personnel to improve performance.
- Improved staff retention levels through engaging training, motivational reward schemes and inspiring leadership.
- Handled marketing responsibilities and event coordination for effective accommodation promotion and continued customer appeal.
- Provided outstanding levels of customer care to retain customer loyalty and refine company reputation.
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Supported Chief Operating Officer with daily operational functions.
- Managed a successful swimming scheme developing it from 1400 children to 1860.
- Successful Line Management of Swimming Instructors
Receptionist / Lifeguard
Harborough Leisure Centre
01.2012 - 01.2016
- Face to face customer service.
- Answering the telephone.
- Dealing with customer problems.
- Working with Microsoft software.
- Inputting customer's details onto systems and allocating them to the correct area of the centre.
- Taking payments and handling money.
- Customer service skills, solving problems quickly and effectively.
- Ensuring the safety of the swimmers throughout the sessions.
- Keeping the centre clean by cleaning changing rooms, shower area and toilets.
- Making sure change overs are completed on time for customers throughout the centre.
- Ensure you keep yourself presentable and visible to customers at all times.
- Daily checks need to be completed throughout the day.
- Administering first aid.
- Customer service skills, solving problems quick and effectively.
Renault Sales Assistant
Renault
01.2012 - 01.2013
- Cleanliness of the store maintained cars cleaned and store generally kept in a clean state.
- Reached monthly targets of sales and total income.
- Outlined key outreach plans to local businesses and the community.
- Delivered company targets and expecations.
- Complied with data protection and completed on site sales and internet sales.
- Calling prospects for potential Sales.
Education
ASA Level 1 & 2 Swim Teacher •Rookie Lifeguard & Parent and Child CPD •Level 2 Customer Services -
A-Levels -
Robert Smyth
Market Harborough, LEC08.2010
GCSE -
Robert Smyth
Market Harborough08.2006
Skills
- Outstanding customer service
- Orienting and training
- Sales monitoring
- Target motivated
- Inspiring team leader
- Schedule management
- Data organisation
Timeline
Cluster General Manager
Freedom Leisure
05.2025 - Current
Centre Manager
Leicester City Council
01.2022 - 05.2025
Activities Manager / Assistant Manager
David Lloyd Clubs
04.2021 - 01.2022
Covid Test Manager
G4S
01.2021 - 05.2021
Centre Manager
Everyone Active
04.2019 - 01.2020
Assistant Manager
Serco Harborough
06.2017 - 04.2019
Aquatics Manager / Duty Manager
Serco
04.2015 - 08.2017
Receptionist / Lifeguard
Harborough Leisure Centre
01.2012 - 01.2016
Renault Sales Assistant
Renault
01.2012 - 01.2013
ASA Level 1 & 2 Swim Teacher •Rookie Lifeguard & Parent and Child CPD •Level 2 Customer Services -
A-Levels -
Robert Smyth
GCSE -
Robert Smyth