Foundations Community Operations Duty Manager

Company Description

Join the Legacy and Future of West Ham United

Founded in 1895, West Ham United is a club that blends rich tradition with a forward-thinking approach, creating an exciting, ever-evolving football culture. Based in the heart of London, we proudly call the London Stadium home - a state-of-the-art venue with a capacity of 62,500, making it one of the largest in the country. We are also dedicated to providing the most affordable Premier League tickets in London, championing Accessible Family Football for all.

Our women's team, achieving professional status in 2018, has soared to new heights in the Women's Super League and reached the prestigious FA Cup final. Meanwhile, our cutting-edge Academy, which opened in 2019, is nurturing future stars, producing first-team players like Declan Rice and Ben Johnson.

With ongoing improvements to the stadium, including the iconic Billy Bonds Stand, West Ham is constantly evolving, making sure our fans experience the best in matchday atmosphere and comfort. We are also incredibly proud to hold the Disability Confident Leader status, reflecting our dedication to inclusivity and accessibility.

As we continue to grow, so does our workforce. With a dedicated team of 300 core staff and 500 event and Foundation employees, West Ham United offers a truly unique working environment. We're especially proud to have been awarded the Premier League's Advanced Equality, Diversity, and Inclusion Standard in 2023 - our second consecutive recognition - underlining our ongoing commitment to fostering an inclusive, diverse, and dynamic workplace.

Join us and become part of a club that stands at the crossroads of history, ambition, and innovation. West Ham United is where passion, progress, and inclusivity come together to create something special.

Why Join Us?

Diversity & Inclusion: We believe a diverse team drives creativity and strengthens performance. We welcome applicants from all backgrounds and identities to apply.

Health & Wellbeing: We are committed to protecting the physical and mental health of our staff, ensuring a balanced and supportive work environment.

Career Growth: As part of a premier football club, you will have opportunities to grow and innovate in an exciting and fast-paced environment.

If you're ready to bring your passion for Operational Excellence and football to one of the world's most iconic clubs, apply now!

Position

West Ham United Foundation - the charitable arm of West Ham United Football Club - is seeking a dedicated and experienced Operations Duty Manager to play a key role in leading the day-to-day operational delivery of our Community Hub, The Foundry, and associated 3G pitch facilities.

As we gear up to reintegrate The Foundry to full capacity by September 2025-doubling footfall and enhancing community engagement-we are looking for someone who can ensure the Hub remains a safe, welcoming, and high-performing facility for all participants, staff, and stakeholders.

The Role:

Reporting to the Head of Safeguarding & Operations, the Duty Manager will be a keyholder and an essential part of our operational team, ensuring exceptional service and facility standards are delivered across all West Ham United Foundation sites. You'll work collaboratively with the Facilities and Safeguarding Managers and manage a team of Leisure Assistants and other operational staff.

This is a hands-on, flexible role which includes indoor and outdoor responsibilities across a varied shift pattern, including evenings and weekends.

Key Responsibilities:

• Lead shift-to-shift delivery and oversight of daily operational functions at The Foundry and satellite sites.
• Supervise and manage Leisure Assistants while on shift.
• Maintain high standards in health & safety, safeguarding, and facility management.
• Act as a keyholder and ensure building and facility security.
• Manage bookings, ensure compliance with service agreements and customer expectations.
• Support quality assurance, risk assessments, and regular policy/procedure updates.
• Support with safeguarding audits, quality reviews, and policy development.
• Distribute staff timesheets and assist with recruitment and training of operational staff.
• Provide exceptional customer service, resolve complaints, and manage emergency situations effectively.
• Work collaboratively with the wider Foundation team to uphold the organisation's mission and values.

Requirements

About You:

Essential Qualifications & Skills:

• Relevant academic or professional qualification in Operations, Facilities, or Management.
• Risk Assessment and Health & Safety qualifications.
• Excellent ICT and administrative skills.
• Minimum of GCSE Maths and English or equivalent.
• First Aid and Safeguarding qualifications (or willingness to obtain).

Desirable:

• Operational qualifications and/or specific leisure industry training.
• Evidence of continuous professional development.

Experience:

• Proven experience managing a leisure or sports facility.
• Understanding of community engagement, safeguarding, and inclusive delivery.
• Experience with booking/membership systems and risk assessments.
• Knowledge of audit frameworks and reporting.

Key Attributes:

• Passionate about delivering excellent customer service.
• Strong communicator and team leader.
• Proactive and confident in decision-making.
• Physically able to support facility set-up, including sports equipment.
• Committed to the Foundation's values: Respect, Courage, Tenacity, Perseverance, and Resilience.

Additional Information:

• This role requires enhanced DBS clearance.
• Flexibility to work evenings, weekends, and across various shifts is essential.

Other information

Benefits on offer (may vary based on contract type and location)

• 25 days annual leave plus your birthday off
• Pension and life insurance
• Healthcare cash scheme
• Travel season ticket loan
• Cycle to work scheme
• Priority access to apply for match tickets
• Discounted season tickets
• Staff discounts in the club store, café and our official partners products and services
• Discounted gym membership and onsite fitness room facilities
• Family friendly leave policies
• Company Social events

Safeguarding:

The successful candidate must demonstrate a commitment to the safety and welfare of children, young people, and adults at risk of harm across all stakeholders. Everyone, including third parties who work with the Club or the West Ham Foundation, is responsible for ensuring the safety and well-being of vulnerable individuals. Successful candidates must undergo essential background checks before starting their employment, which may include screening of social media. The type of DBS check required will depend on the responsibilities of the position and may be basic, standard, or enhanced.

The successful candidate agrees to proactively identify and respond appropriately to any concerns, and follow the Club's Safeguarding reporting procedures to report allegations of abuse, poor practice, or anything that may impact the welfare of a child, young person, or adult at risk without delay, within 24 hours, or as otherwise directed by the Club's or the West Ham Foundation Safeguarding Team.

EDI Statement:

The successful candidate must demonstrate a strong commitment to equity, diversity, and inclusion, aligning with the organisation's business and tactical approach to eliminating barriers and addressing inequity. You agree to actively contribute to creating a discrimination-free and inclusive environment, ensuring equitable access to opportunities and benefits, while fostering a culture of dignity and respect that enables everyone to perform and achieve their potential.

Candidates must demonstrate their capability and willingness to uphold best practices and procedures, promoting lasting positive change while eliminating biases and barriers to attracting, achieving, and supporting talent from all communities, regardless of background, circumstances, or protected characteristics.