General Assistant

Job Purpose

The General Assistant is responsible for delivering high-quality service across the facility, ensuring cleanliness, health & safety compliance, operational readiness, and an excellent customer experience. The role supports daily operations, events, and programmes while maintaining a safe, welcoming, and inclusive environment in line with Velodrome procedures and standards.

Key Roles & Responsibilities

Health, Safety & Compliance

• Ensure the health and safety of all customers, visitors, staff, and contractors while on shift.
• Assist with daily, weekly, and monthly statutory operational checks.
• Ensure compliance with Health & Safety regulations at all times.
• Follow Normal Operating Procedures (NOPs) and Emergency Operating Procedures, escalating incidents to the Duty Manager when required.
• Deliver critical incident management as and when necessary.

Customer Service & Front-of-House

• Provide a friendly, professional welcome to all customers and visitors.
• Act as a primary point of contact for customers, handling enquiries, complaints, and documentation both in person and via telephone.
• Resolve customer complaints with empathy and professionalism, escalating unresolved issues where required.
• Support reception and customer services duties as needed.
• Maintain up-to-date knowledge of all Velodrome facilities, events, and programmes.

Operations & Facility Support

• Assist in cleaning and tidying of the entire venue, including indoor and outdoor areas.
• Set up and dismantle equipment for sessions, events, and programmes.
• Issue hired equipment and fleet bikes to paying customers.
• Monitor locker usage and bike storage areas.
• Collect, clean, and prepare equipment kits for re-use.
• Inspect, service, and assist in maintaining equipment, including the bike fleet.

Sales, Promotion & Outreach

• Confidently upsell Velodrome products and services, matching customer needs appropriately.
• Support outreach and promotional activities to promote Velodrome services.

Teamwork & Professional Conduct

• Work collaboratively as part of a team to ensure smooth facility operations.
• Work flexibly, including evenings, weekends, events, and peak operational periods.
• Participate in staff training, team meetings, and ongoing professional development.
• Support inclusivity and accessibility by assisting People of Determination and ensuring equal access to services.
• Undertake any other duties commensurate with the role.

Qualifications & Certifications

• Fluent in English (additional languages are an advantage).
• First Aid at Work certification preferred.
• Defibrillator user training preferred.

Experience & Competencies

Experience

• Previous experience in a busy, customer-facing environment.
• Experience working within a team environment.
• Experience in planning and delivering sporting or leisure events.
• Experience with customer self-service systems, bookings, memberships, and Direct Debit systems.

Skills & Competencies

• Strong customer service orientation with demonstrated ability to deliver results.
• Sales and upselling skills with experience promoting services to the public.
• Good understanding of customer expectations in leisure and event operations.
• Knowledge of Health & Safety legislation related to facility operations.
• Understanding of Standard Operating Procedures and Emergency Action Plans.
• Ability to handle customer queries and concerns with tact and sensitivity.
• Ability to work independently, use initiative, and deliver high-quality service with minimal supervision.
• Strong communication skills with the ability to engage diverse customer groups.
• Cultural sensitivity with an inclusive mindset.
• Ability to undertake routine cleaning and maintenance duties.

General Responsibilities

The post holder must carry out all duties in accordance with Velodrome policies and procedures, including but not limited to:

• Health & Safety Policy
• Standing Orders and Financial Regulations
• Equality and Diversity policies
• Sustainability and Environmental protocols
• Other related company policies