Post Title: Customer Operations Manager

Sites: Southampton Outdoor Sports Centre

Salary: £29,580 per annum

Hours: 40 hours per week

Contract Type: Permanent

Closing date for receipt of applications 26 June 2026.

The role:

BH Live is recruiting for Customer Operations Managers to join our team at Southampton’s redeveloped Outdoor Sports Centre.

You will lead the safe, effective and customer-focused day-to-day operation of the Outdoor Sports Centre whilst on duty, ensuring high operational standards, operational readiness, compliance and customer experience across all areas of the site.

Providing front-line operational leadership across the facility, coordinating staffing, activities, bookings and operational delivery whilst maintaining high standards of presentation, professionalism and safety. The role carries responsibility for operational decision making, emergency response, operational readiness, customer escalations and site-wide standards across sports facilities, activity areas, pavilions and wider operational areas.

You will:

Lead Recreation Assistants and front-line operational teams to ensure safe and effective day-to-day site delivery.
Coordinate staffing deployment, reactive shift cover and operational support arrangements whilst on duty.
Support the delivery of activities, bookings, events and operational programming across the site.
Maintain a visible operational presence across the facility, supporting operational delivery and customer experience during busy periods and events.
Act as the primary operational point of contact for customers, clubs, schools, hirers and wider operational stakeholders whilst on duty.
Maintain high standards of health and safety, compliance, emergency response and operational readiness across all operational areas.
Ensure compliance with operational procedures.
Lead immediate operational response to incidents, emergencies and site evacuations whilst on duty.

To be successful you will need:

Experience in an operational, leisure, sport or customer service environment.
Experience supervising or coordinating teams.
Experience dealing with customer queries, complaints and escalated situations.
Ability to lead teams, motivate others and maintain high operational standards.
Understanding of health & safety procedures and safe systems of work.

Please click here to view the job description.

We offer:

Onsite parking
Training and development opportunities
BH Live Active - Gym membership
Health cash plan
Employee Assistance programme
Company pension matched up to 6% contributions
Colleague discount on food and drink
Colleague recognition
Birthday / Celebratory day off
Loyalty Rewards

About BH Live:

We are one of the UK’s leading leisure and event venue operators – a registered charity and social enterprise.

Our geographical reach spans across multiple venues, leisure centres and attractions across Portsmouth, Southampton, Croydon and the BCP region with millions of visits per year.

Our organisational and charitable purpose is to generate:

• More participation – through the provision of leisure facilities to encourage active communities, improved health, and wellbeing

• Higher audiences – through the provision of a diverse range of cultural and artistic events that appeal to a wide audience

• Greater economic and social benefit – through hosting major conferences, exhibitions, and events for the benefit of the local, regional, and international economies and people

We are making a positive difference across the communities we serve.

Our organisation is changing lives – placing us at the heart of the UK’s growing social economy. We host hundreds of events a year; sell more than half a million cultural, and entertainment tickets; clock up millions of leisure centre visits, and welcome thousands of conference and exhibition delegates. As well as promoting community health and wellbeing, this generates millions of pounds in economic benefit for the local economy through business and cultural tourism.

As a social enterprise, we don’t pay dividends to shareholders. Every pound we make is used to run our business and generate a surplus to reinvest and enhance our centres and facilities for public benefit.

We’re BH Live, and we make things happen.

To apply:

All applications are to be made via the BH Live Careers site: careers.bhlive.org.uk

BH Live reserves the right to close the vacancy early should sufficient applications be received. We therefore highly recommend that you submit your application as soon as possible.