Reem Khair
Summary
Dedicated professional with expertise in customer service and operational management in the leisure. Strong leadership in coaching staff and maintaining health and safety standards. Committed to enhancing service delivery and fostering a positive workplace culture. Proficient in managing customer accounts and coordinating team schedules
Overview
1
1
Certification
Work history
Membership Advice cover
Serco Leisure - Stechford Leisure
- Provided high-quality customer service, addressing member queries and complaints to ensure satisfaction.
- Achieved sales targets while promoting the More brand and increasing digital engagement.
- Handled financial transactions accurately, contributing to revenue safeguarding for the company.
- Motivated team members to exceed sales targets.
- Delivered on revenue targets and service KPIs.
- Consistently hitting targets and assisted other sites in the final days of the month to 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 poolside.
- CoursePro – managing lesson timetables, handling outstanding issues, planning crash courses and adjusting registers
- 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.
- Adapted to unforeseen challenges with proactive, flexible approach.
- 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.
- Promoted safe working environment by enforcing health and safety regulations strictly.
- Stock checks, reordering, ensuring product availability at all times.
Skills
- Budget awareness & cost control decision-making
- Coaching & upskilling staff
- Positive workplace culture
- Health & Safety & Compliance
- QMS – document control, policies, audits & operational records
- Legend – bookings, memberships, cash handling & customer accounts
- CoursePro – manage swimming lesson timetables, class movements and registers, outstanding issues
- Reliable, responsible and trusted to take initiative
- Time-management and prioritisation
- Conflict resolution and handling difficult conversations fairly
Certification
- NPLQ – National Pool Lifeguard Qualification
- PPO – Pool Plant Operations
- FAW – First Aid at Work
- STA Award – Teaching Swimming
Timeline
Membership Advice cover
Serco Leisure - Stechford Leisure
Aquatics Coordinator Cover
Serco Leisure - Stechford Leisure Centre
Duty Manager
Serco Leisure - Fox Hollies, Stechford, Erdington