Reem Khair
Summary
Experienced duty manager with three years of progressive leadership in BCLT operations. Strong focus on Health & Safety and commitment to sustainability and staff development. Achievements include improved customer retention, compliance standards.
Eager to advance to Facility Manager position to further support BCLT and Serco leisure.
Overview
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Certification
Work history
Leisure Assistant
Serco Leisure
Stechford Leisure Centre & Fox Hollies Leisure Centre
- Covered Membership Advisor role delivered high-quality customer service.
- Green Energy Advocate promoting sustainability and energy-saving practice.
- Promote the More brand
- Increase digital engagement and customer retention.
- Built strategic partnerships within local community, expanded brand visibility.
- Marketed club benefits to drive member registration.
- Handled financial transactions accurately, safeguarding company revenue.
- Handled member queries and complaints promptly, ensured high level of satisfaction.
- When covering sales, consistently hit targets at my own centre and assisted other sites in the final days of the month to help ensure the whole cluster met contract targets.
Aquatics Coordinator Cover
Serco Leisure
Stechford Leisure Centre
- Coordinated pool and lesson timetables, ensuring seamless programme delivery.
- Supervised swimming instructors to enhance performance on the poolside.
- Managed rota adjustments and lesson cover to uphold service quality.
- Addressed customer concerns and implemented service recovery measures for learn-to-swim programme.
- Ensured compliance with safeguarding and Health & Safety regulations in aquatics department.
- Facilitated qualification and training for staff to maintain high standards.
Duty Manager
Serco Leisure
Fox Hollies, Stechford, Erdington
- Lead daily operations across aquatics, health and fitness, FOH and lifeguarding teams for safe and efficient service delivery.
- Maintain visible leadership presence to support staff and enhance customer experience.
- Investigate and report all incidents and H&S observations through Assure, ensuring professional follow-up.
- Uphold safeguarding, PSOP procedures and compliance expectations across all departments.
- Mentor staff, identify skills gaps and support upskilling to strengthen performance.
- Support QUEST and Audits,
- financial controls and customer standards performance.
- Assisted with Lynxsight implementation across sites.
- Promoted a safe working environment by enforcing health and safety regulations strictly.
- stock checks, reordering, ensuring product availability at all times.
Skills
Projects
- Budget awareness & cost control decision-making
- Supported Lynxsight implementation across multiple sites
Sustainability & People Development
- Green Energy Advocate at Fox Hollies
- Coaching & upskilling staff
- Positive influence on workplace culture
Health & Safety & Compliance
- Assure – reporting incidents, H&S observations, near misses & follow-up actions
- QMS – document control, policies, audits & operational records
- Legend – bookings, memberships, cash handling & customer accounts
- FMS – facility maintenance report
- Microsoft Office – reports, Word, Excel, Outlook, Teams
- Safeguarding & PSOP procedures
- Incident response & accurate Assure reporting
- Compliance checks & audit preparation (QUEST)
- Enforcement of professional safety standards
Certification
- NPLQ – National Pool Lifeguard Qualification
- PPO – Pool Plant Operations
- FAW – First Aid at Work
- STA Award – Teaching Swimming
KEY STRENGTHS
- Calm and confident leadership under pressure
- Positive influence on team culture and morale
- Reliable, responsible and trusted to take initiative
- Strong communicator and relationship builder
- Professional approach to safety and high standards
- Quick learner and highly adaptable across sites and systems
- Customer-focused and service-driven attitude
- Committed to personal and professional growth
- Excellent time-management and prioritisation
- Skilled in conflict resolution and handling difficult conversations fairly and development
Timeline
Leisure Assistant
Serco Leisure
Aquatics Coordinator Cover
Serco Leisure
Duty Manager
Serco Leisure