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Duty Manager- Days

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Heathrow, United Kingdom Black Cat Recruitment Ltd Full time

The Duty Manager role is responsible for ensuring the day-to-day operation is managed as effectively and efficiently through strong leadership of the teams with focus on safety, security, on time performance and operational efficiency.
OPERATIONAL KEY RESPONSIBILITIES-
* Ensure all staff are fully aware of the customer specification and always have the required equipment to perform their tasks
* Comply with and manage H&S audits around stores and/or aircrafts under HSE guidelines and HAL requirements e.g. Risk Assessments
* Ensure robust audits (scheduled / random) are conducted on a bi-weekly basis, demonstrating efficiency
* Timely submission of delay reports (must include a detailed investigation, and considered escalation for any SLA)
* To ensure all airline service level agreements are met and maintained, the standards of service carried out meets the Company quality standards and the requirement of the Airline. Take appropriate action where standards and services are not being met
* Proactively consult with Airlines in the event of any service failure or significant event
* At all times comply with HSE, DFT and HAL protocol along with the Airport operating procedures
* Maintain effective customer contact, report on service delivery and resolve any problems in a timely manner. Ensure that working relationships within the airport are such that they maximise co-operation leading to the efficiency and effectiveness of all staff
* Establish a meeting structure for the group i.e. colleagues and team leaders etc, with emphasis on operational needs and requirement, on time performance and quality
* Ensure that all equipment, including keys, PDA’s and vehicle are signed out, relevant paperwork completed, and are fully accounted for at the end of each shift
* Instigate within 24 hours response time to customer’s complaints or requirements ensuring the incident book is completed accurately and investigations are carried out effectively
* Ensure that all provisions of the Health & Safety at work at, “COSHH” regulations and any other legislations and regulations governing the work are fully complied with. Conduct a monthly inspection and prepare a report for the Account Manager of all incidents, accidents and occurrences, highlighting areas that need to be addressed. All accidents or injuries to employees or customers must be immediately reported and recorded
* Ensure that the “image” specified by the Company is maintained in the standard of work, uniform, vehicles, buildings and all dealing with customers, other airlines, other service companies and the general public
* Establish and maintain good relationships and lines of communication with the client airline and other outside agencies such as grounds handlers, caterers etc
* Promote a culture of service excellence and maintain a professional image, both personally and corporately – champion legendary service
* Carry out any reasonable task requested. 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
* Assist with training where required
* Support and motivate your teams with regular briefings and communications
* Maintain a clean and tidy environment in all areas
* Work with customer representatives to address any specific requirements or concerns
PEOPLE MANAGEMENT RESPONSIBILITIES-
* Implement key performance indicators for your direct reports
* Responsible for ensuring staffing levels under your control are managed effectively, ensuring their absence and annual leave is appropriately covered
* Management of return-to-work interviews for sickness absence
* Ensure staff, under your control sign on and off, appropriately, and correctly in accordance with Company Policy and Procedures
* Ensure effective and appropriate communication with all parties throughout the nominated Airport inclusive of relevant Airlines persons. Ensure that the employees perform their jobs effectively
* Ensure good management practices including effective appraisals and assessment are applied to achieve optimum staff performance, timekeeping, development, and retention
* Maintain staff discipline and conformance with Company and regulatory requirements, utilising the Company disciplinary process where necessary
* Direct line management of the SDA (service delivery agents)
* To resolve any concerns related to pay queries
* Assistance of on-the-job training
HEALTH & SAFETY RESPONSIBILITIES-
* Always follow Group and company policies and procedures
* 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.
NOTE This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business.
REQUIRED SKILLS AND EXPERIENCE-
* Previous Management /Supervisory experience is essential for a minimum of 2 years
* Previous experience of working on a shift pattern and in a similar role within Aviation sector or related customers services sector experience is essential
* Experience of managing large groups of team members
* Proven record of success in raising and delivering high standards of customer service
* IT Literate
* Full UK driving License
* Must have the right to work in the UK
* Must pass a DBS check
* Must be able to provide 5 years reference information
* Must be over 18 years of age
Behaviours-
* Excellent communication & interpersonal skills
* Flexibility
* Innovative
* Achievement orientated
* Energy/Drive
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 Counselling
* 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
Job Type: Full-time
Pay: £37,865.00 per year
Schedule:
* Day shift
* 3 on 3 off
* 06.00 - 17.30
Work Location: In person