Receptionist

Role Title Receptionist
Accountable to Duty Managers
Responsible for Front of House Service Delivery
Key stakeholders
Fitness Manager, General Manager, Hub Teams, Support Office, Shared
Community Services

Our Purpose We exist to improve the lives of others
Mission To develop a healthier and more active community

Role Purpose
As a Receptionist, you will be the welcoming face of Life Leisure, playing a key
role in delivering our purpose: to improve the lives of others. You’ll be
responsible for creating a warm, professional, and efficient front-of-house
experience that reflects our WATCH principles.
You will promote Life Leisure’s services and activities, connect with customers
and colleagues to build positive relationships, and provide accurate information
and support to ensure every visitor feels valued and informed. Your role will help
ensure our hubs run smoothly and that every interaction contributes to a
healthier, more active community. You will also be the face of the new Marple
Hub, connecting Marple residents to our other partners within the hubs,
providing signposting to health, social and library services.

Hours Full time and part time, working shifts across the hub’s operating hours
Location Marple Hub
Salary £13.45 per hour

Essential Customer-facing experience; booking systems; payments.
Desirable Sales, leisure or community experience.

Skills and
Qualifications

Essential Functional IT, maths and English skills.
Desirable Customer service qualification; First Aid.

Key Objectives

KO 1 Deliver outstanding customer service
KO 2 Support efficient reception operations
KO 3 Promote memberships and services
KO 4 Maintain safety and compliance
KO 5 Support community engagement

Key Objective 1: Commercial Performance
Deliver a warm, professional and inclusive welcome to every visitor, responding promptly to faceto-
face, telephone and digital enquiries. Identify each customer’s needs, provide clear and
accurate information, resolve routine issues at the first point of contact, and escalate complex or
sensitive matters to the Duty Manager. Maintain a positive reception environment, communicate
delays or service changes clearly, and use customer feedback to support continued service
improvement.

Key Objective 2: Operational Performance and Customer Experience
Accurately process customer bookings, membership applications, renewals, amendments,
cancellations and payments using the relevant systems and agreed procedures. Confirm
customer details, eligibility, prices, terms and booking information before completing each
transaction, issue receipts or confirmations, and maintain accurate and up-to-date records.
Balance and reconcile cash and electronic payments as required, report discrepancies promptly,
and follow financial controls when handling refunds, discounts or payment queries. Monitor
reception communications and outstanding actions, complete routine administrative tasks within
agreed timescales, and escalate system faults, complex account matters or unresolved concerns
to the Duty Manager.

Key Objective 3: People Leadership and Development
Promote Life Leisure memberships, activities and additional services by speaking confidently with
customers, explaining the benefits and identifying options that suit their needs. Proactively
engage with new and existing customers, encourage participation, support promotional
campaigns and events, and pass suitable sales enquiries or follow-up actions to the appropriate
colleague.

Key Objective 4: Health, Safety and Compliance
Follow all safeguarding, health and safety, data protection and GDPR procedures. Support safe
access to the facility by completing required reception checks, following emergency and
evacuation arrangements, protecting confidential customer information, verifying identity where
appropriate, and maintaining accurate records. Apply agreed procedures consistently when
dealing with children, vulnerable adults, incidents or sensitive enquiries

Key Objective 5: Community and Partnership Delivery
Build awareness of local programmes, partner organisations and community support by listening
to customers’ needs, providing accurate information, and signposting or referring them to
appropriate Life Leisure activities and trusted community services.

Additional Information
The responsibilities described in this job description are not exhaustive. The postholder will work
flexibly according to business and community needs and may undertake other duties appropriate
to the level of the role. Significant changes will