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Job Description
Job Title
Service Delivery Manager Priority Parking
Accountability
Operations Manager
Days of Work/Shift Pattern
5 days over 7 40-hour week
Depending on the need of the operation weekend working will be require during peak season (July-September, December)Management team, to ensure an excellent level of service is provided to the Priority Parking as well a
Purpose
To work as part of the onsite s supporting with the other services provided by airport on site
Location
London Luton Airport. It may be necessary however to visit other locations at times.
Job Summary / Purpose
You will be customer-focused individual who is committed to providing the highest level of customer care. This can be a very busy, demanding, and challenging environment and therefore requires a positive, patient individual who is committed to ensuring each customer feels well looked after.
You will be able to lead and motivate the team and through them, manage resources to deliver a safe, reliable, and efficient business operation which will deliver excellent levels of service to client and customers
To contribute to creating a best in class parking business in the UK.
Main Duties and Responsibilities
Primary contact for all clients and suppliers in the absence of the Operations Manager.
Agree on a weekly/daily basis with the Service Delivery Assistants a plan of action to ensure resources are deployed to the areas of most need during the working day
Ensure that the team are effectively running the operation at all times
Ensure briefings are being maintained at the start of each shift
Monitor the performance of staff and ensure delivery of allocated tasks
Protect the assets and revenues ng
Monitor and report the SLA performance of the service provided
Complete and file all relevant Health & Safety documentation in accordance with company policies and procedures and adhere to requirements and best practice at all time
All damage claims/complaints are appropriately dealt with in a timely and appropriate manner and reported though the correct systems, with any actions followed up.
Investigate each damage claim check and refute where appropriate checking DLS
LLA Airport
Report any faults with the damage limitation system in a timely manner
Manage a daily storage / vehicle holding and location tracker
Maintain daily Accounts and key counts.
Manage the daily key security process
Client Relationship
To be the first point of contact for the Priority Product with the Luton Airport client.
To ensure that any communication with the client has been authorised and is correct.
To manage client expectations and ensure the operation is at all times above reproach.
Financial
Manage and maintain Priority Parking KPI
Manage and maintain Priority Parking Financial records
Manage cash payments and investigate loss
Monitor PDQ Payments and machines
Instigate and maintain a loss prevention plan
Assist in any project management and have the ability to create additional revenue.
Human Resources & People Management
Conduct Team Talks and ensure effective communication throughout all shifts
Responsible for the recruitment and selection of all employees within their shift, in line with company guidelines
Monitor the level of absence and sickness within the teams and take corrective action where appropriate and within the guidance of Absence Management Policy
Procedure
Conduct monthly reviews and annual appraisals to identify and constantly improve colleagues awareness and understanding through development
Responsible for maintaining records, mentoring and on job training and identifying external training requirements
All timesheets are accurate and forwarded to the operations/Contract Manager in agreed format and timescale
Keep accurate and up to date logs of holidays, sickness, and absence
Conduct Return to Work, investigations, disciplinaries and grievances within the contract, ensuring all procedures are followed in line with Company Policy
Ensure the companys equal opportunities policy is fully implemented at all times
Customer Service
Be responsible for maintaining the high standards required and to agree an action plan of any issues raised by quarterly reviews and cascade this action plan to the rest of the teams.
Deal with customer complaint at the point of service failure
Professionally handle all incoming calls and to respond as appropriate
General
Keep abreast of the legislative, best practice and other changes within the parking services industry and customer service delivery that may affect the operation of the contract
Ensure that all employee facilitates are of a reasonable standard of furnishings and hygiene and adequately stocked
Carry out any reasonable duty as requested by a more senior manager
Comply with company policy and procedures, health and safety law and other relevant legislation
Maintain a standard of attitude and behaviour that will always represent the company in the best possible light
Work as part of a wider team as a key and instrumental member of the contract management team
Attend internal and external meetings as and when required
Perform other duties within your capabilities
Respect client and company confidentiality always
LLA Airport
CORE COMPETENCIES
Have at least 2 years experience in a supervisory role
Ability to compile strategic reports and business letters to internal and external clients.
Networks positively internally and externally.
IT literate, numerate and analytical
Able to adhere to strict deadlines.
Organised and able to prioritise.
Ability to motivate and manage a team.
Experience and skills in people management
Strong interpersonal and communication skills both written and oral.
Confident, outgoing, and persuasive, analytical, capable of vision and focus, and a good finisher.
Commercially aware
Demonstrate due diligence and attention to detail
Experience of business development, sales and or marketing is an advantage.
Exposure to a unionised environment and TUPE is an advantage.
Experience of contract compliance is an advantage.
