Contract Manager

JOB TITLE: Contract Manager

LOCATION: Liverpool Airport

SHIFT PATTERN: 5 in 7, 40 hours per week

SALARY: £45,000 per annum
Purpose:

To ensure effective oversight and performance management of staff in the Company’s PRM

operation working alongside the ABM and LJLA Team within the operation. To drive a culture of

excellence in customer service and maintain an open and positive relationship with airlines and

the airport authority. As a strategic leader for operations, this role will be leading services for LJLA

PRM operations in line with defined strategic business objectives and plans.

Ensure effective and profitable operation of the PRM Service at Liverpool Airport, including the

provision of a professional and high-quality level of service, in order to meet and exceed the

specified requirements set out in the Contract/Service Level Agreement, as agreed with our

client.

Operational

• Required to be available to support and provide advice and guidance to the team in dealing

with any issues that arise within the airport 24/7, 365 days of the year, an on-call response

capability (threat assessment/security incident management.

• Required to be available to support and provide advice and guidance to the team to deal

with any issues that arise within the airport 24/7, 365 days of the year, on-call response

capability.

• To ensure the development and maintenance of effective shift-working patterns and

arrangements to optimize the use of the staffing resources available and secure the

necessary staffing to meet ongoing working requirements.

• Ensure that; all Airport Authority Service Level Agreements are met and maintained, the

standards of service carried out meets the Company quality standards and the

requirement of the customer. Take appropriate action where standards and services are

not being met.

• Ensure that the “image” specified by the Company is maintained in the standards of work,

uniform, vehicles, buildings, and all dealing with customers, other airlines, other service

companies and the general public.

• Promote a culture of service excellence and maintain a professional image, both

personally and corporately – champion legendary service.

• To cover additional shifts that may be required due to holidays for direct reports.

• Have a high level of understanding of all ABM software such as AvTech, PowerBI, and

proficient in all Microsoft Office applications.

• To manage the resolution of passenger and customer complaints within the given

timescale and to be the first point of call for all customer related issues.

• Ensure all equipment is operational and deployed

Processes & Procedures

• At all times comply with CAA protocol along with the Airport operating procedures.

• Maintain staff discipline and conformance with Company and regulatory requirements,

utilising the Company disciplinary process where necessary

• Report all accidents or injuries to employees or customers using AssessNet

• Ensure full adherence to Airport Safety Permit process

• Ensure that all provisions of the Health & Safety at work and any other legislations and

regulations governing the work are fully complied with.

• Ensure Supervisors conduct all required daily/weekly/monthly audit inspections and

record within SharePoint.

• Maintain all vehicles and equipment ensuring required service intervals are agreed and

met.

People Management

• Implement and monitor key performance indicators for all staff.

• Absence Improvement and Performance Management of all staff

• Ensure that the Supervisors monitor all employees’ performance and attendance. Ensure

good management practices including effective appraisals and assessment are applied in

order to achieve optimum staff performance, timekeeping, development and retention.

• Responsible for the rostering of all staff under your control and managing their absence

and annual leave cover.

• Establish a meeting structure with the Supervisors, with emphasis on operational needs

and requirement, on time performance and quality.

• Carry out any reasonable task requested.

Health & Safety:

• To make inroads into being an employer of choice and service provider of exceptional

standards with the level of Health & Safety Standards provided, measured, maintained,

and enforced.

• To take ongoing steps to ensure the continued elevation of high levels of health and safety,

quality and environmental standards and procedures at the Airport and report any

deviation from these standards promptly to ABM senior management and members of the

Manchester Team as appropriate.

• Follow Group and company policies and procedures at all times.

• Report any apparent deficiencies in systems of work or equipment provided that may

result in failure of service delivery or risk to health and safety or the environment.

• Use all work equipment and personal PPE properly and in accordance with training

received.

• Report any issues or training needs to your Line manager and /or via your divisional

incident reporting system.

This description is an outline of the role and it is expected that key task will vary with the

demand of our client and operation base.

Required Experience and Skills:

• Previous experience of primarily working in a similar role is desirable

• A minimum of 2 years management experience, ideally within Aviation

• Must have the right to work in the UK

• Must pass a DBS check

• Must be able to provide 5 years reference information

• Must hold a full UK driving license

Benefits

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access to Lifeworks, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our careers page

ABOUT US

ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.