Role Basics:
- Reports to: Head of Property
- Type: Full Time (40 hours) Location: Office-based in WilmslowAbout Total Fitness:
We’re Total Fitness, a leading health club brand in the North of England and Wales. We’re there for every fitness moment no matter the age, life stage, or workout preference. We have 15 supersize health clubs with learn to swim academies on site. In 2024, we opened 2 new gyms purposefully designed for women, The Women’s Gym by Total Fitness.
Driven by the belief that everyone is better fitter, we work hard to fulfil our customer promise of providing the spaces and opportunities that empower our customers to achieve more than they ever thought possible.
Role Purpose:
As a Central Facilities Support Manager, you are responsible for leading the day‑to‑day operation of the central facilities support function across all Total Fitness clubs. You will be responsible for the coordination, management, and completion of reactive maintenance requests, ensuring issues are resolved efficiently, safely, and with minimal disruption to the member experience and club operations. The successful candidate will lead a support desk team while working closely with the Group Facilities Development & Delivery Manager and the Group Facilities Experience & Efficiency Manager to support long-term improvements, project delivery, operational efficiencies, and future facilities planning. The role requires a strong balance of operational leadership, contractor management, team development, customer focus, and process improvement within a fast-paced facilities and fitness environment.
Benefits Whilst Employed at Total Fitness:
- Possibility Points to invest in your growth, giving you access to our Growth Library of opportunities across the business.
- Free membership for you and a friend or family member, plus two discounted memberships after probation.
- 28 days holiday including bank holidays (pro rata for part time), increasing with service.
- Workplace pension scheme.
- Death in Service benefit. Discounts on retail and café products.
- Access to an Employee Assistance Programme provided by Unum
Key Responsibilities:
1. Reactive Maintenance & Support Desk Management
- Oversee the daily operation of the central facilities support desk function across all Total Fitness core clubs and our expanding Women’s Gym estate.
- Manage and coordinate reactive maintenance requests from initial reporting through to successful resolution.
- Ensure maintenance issues are prioritised appropriately based on operational impact, safety, and member experience.
- Monitor service levels, response times, and completion rates to ensure high standards of delivery.
- Coordinate contractors, suppliers, and internal stakeholders to ensure timely and cost-effective repairs.
- Ensure all maintenance activity is accurately logged, tracked, and updated within facilities management systems.
- Escalate critical issues appropriately and provide clear communication to operational teams throughout the resolution process.
- Support clubs during major incidents, urgent repairs, and operational disruptions.
2. Team Leadership & Development
- Lead, manage, and develop the facilities support desk team to deliver high levels of service and operational performance.
- Create a culture of accountability, responsiveness, collaboration, and continuous improvement.
- Conduct regular coaching, performance reviews, and development planning for team members.
- Ensure the team maintains excellent communication standards with clubs, contractors, and stakeholders.
- Support succession planning and capability development within the support function.
3. Operational Improvement & Cross-Functional Collaboration
- Work closely with the Group Facilities Experience & Efficiency Manager to identify trends, recurring issues, and opportunities for improved efficiency and service delivery.
- Support the implementation of new systems, processes, reporting tools, and operational improvements.
- Analyse maintenance data and reporting to identify preventative maintenance opportunities and recurring asset failures.
- Contribute to continuous improvement initiatives that enhance the member experience and operational performance.
4. Facilities Development & Project Support
- Collaborate with the Group Facilities Development & Delivery Manager to support planned works, refurbishments, and project coordination.
- Assist in forward planning for maintenance schedules, lifecycle replacements, and club improvement initiatives.
- Provide operational insight and historical maintenance data to support project planning and future investment decisions.
- Support communication and coordination during project implementation across clubs.
5. Compliance & Financial Control
- Ensure all reactive maintenance activity complies with company policies, health & safety regulations, and statutory requirements.
- Monitor contractor performance, service standards, and compliance documentation.
- Support budget management through effective cost control, supplier coordination, and invoice tracking.
- Identify opportunities for improved contractor performance and commercial efficiencies.
What You’ll Bring to the Role:
- Humility – You listen openly, value others’ perspectives, and create psychological safety, encouraging teamwork and trust.
- Hunger – You take ownership, go the extra mile and look for ways to add value rather than waiting to be asked.
- People Smart – You take time to understand others, communicate clearly and offer support when it’s needed.
What We’re Looking For:
We’re less focused on job titles and more interested in your ability to coordinate activity, solve problems and keep things moving across multiple sites.
- Involvement in facilities management, maintenance coordination, or helpdesk/support desk management.
- Involvement in managing reactive maintenance operations across multiple sites.
- Leadership experience with the ability to develop and motivate teams.
- Excellent organisational skills with the ability to manage multiple priorities in a fast-paced environment.
- Strong communication and stakeholder management skills.
- The ability to coordinate contractors and external suppliers.
- Good understanding of health & safety and facilities compliance requirements.
- Proficient in Microsoft Office and facilities/helpdesk management systems.
It would also be helpful if you have:
- Experience working within fitness, leisure, hospitality or retail environments.
- Knowledge of CAFM or helpdesk systems and maintenance reporting tools.
- Experience supporting facilities projects or planned preventative maintenance programmes.
- A facilities management qualification or equivalent practical experience.
Personal Attributes:
- Highly organised and detail-oriented.
- Calm under pressure with strong problem-solving ability.
- Customer and member experience focused.
- Collaborative team player with strong leadership skills.
- Proactive and solutions-driven mindset.
- Commercially aware with a continuous improvement approach.
What success looks like:
- Reactive maintenance issues are coordinated and resolved efficiently across all clubs.
- Strong communication and service levels between clubs, the support team and contractors.
- Improved operational efficiency and a reduction in repeat issues over time.
- A confident, organised and engaged support desk team.
- Effective collaboration with facilities leadership to support projects and long‑term improvements.
- Facilities that consistently enable safe, reliable club operations across the Total Fitness estate.
What you’ll get:
If there’s one thing we’re sure of, it’s that movement is good for you. And that goes far beyond moving our bodies. Joining us at Total Fitness means the freedom to move your own way, along your own path, constantly finding new ways to reach your full potential, whatever success looks like for you. We support one another, take the initiative and tackle each challenge head on, because we want to provide exceptional experiences for both our team and our members. We celebrate together, get stuck in together, and we help each other through. We can't promise it will be easy, but we can promise it will be worth it, and it will be a lot of fun. This is where movement happens, this is where you get going and keep going.
This is where more is possible. But we don't just say more is possible; we make it real.
At Total Fitness you receive Possibility Points, your currency for growth. You decide how to use them, whether that's building skills, gaining new experiences or taking your next career steps. You use your points in the Growth Library where you can explore opportunities across the business from qualifications, development programmes and opportunities you might not have expected. It's all designed to give you more choice more ownership and more support to go further than you thought possible.
Please note that this role is subject to a DBS check. If you do not currently hold a valid DBS certificate and your application is successful, Total Fitness will cover the cost.
If you think you can make a huge difference to our members experience, and have the passion to deliver, don't waste any time and click apply now!
Pay: £34,000.00-£36,000.00 per year
Benefits:
- Company pension
- Free parking
- Gym membership
- On-site parking
Ability to commute/relocate:
- Wilmslow SK9 3PE: reliably commute or plan to relocate before starting work (required)
Experience:
- Facilities management: 1 year (preferred)
Work Location: In person
