Duty Manager

1 month ago

Bristol, United Kingdom OCS Group UK Ltd Full time

**To positively contribute to the performance of the business and build strong working relationships with all staff and Bristol Airport representatives across all shifts. The ability to 'think on your feet' and approach situations with a measured attitude**

**To be responsible for the delivery of the highest level of customer service across all operations and enhancing the customer experience through continuous improvement whilst ensuring all working practices are Health and Safety compliant for all OCSPersonnel within the airport**

**To focus on maintaining high standards within a demanding environment on a 24-7 basis.**

**To communicate in a professional manner with customers, airport authorities, colleagues and to be responsible for the health, safety and welfare of staff and passengers**

**To be a Role Model for the team and an Ambassador for the company, living the OCS values of care, safety, trustworthy and expert**

**Specific Responsibilities**
- Work collaboratively with the team to meet or exceed KPI's and SLA standards ensuring minimum delays and complaints in both the ASC and PRM operation
- Take responsibility for the management of the team ensuring that the resource available has maximum efficiency whilst working within financial control
- Maintain a professional image at all times and deal calmly and reasonably with any pressurised situation.
- Ensure that adequate products, equipment, and materials are available to all and there is a smooth handover between shifts.
- Ensure that the work schedules, periodic schedules, and shift times are correctly resourced to ensure the contract specification is met and accurately reflected in Timegate.
- Action quality audits on all Zones within your shift to ensure high standards within all services. To address non-conformances and ensure they have been closed off in a timely manner.
- Manage teams in a fair and equal way, giving honest feedback and dealing promptly with poor performance and sickness absence ensuring all required forms are completed
- Deliver induction programmes, job chat appraisal feedback, performance management and personal coaching to all staff.
- Work closely with the learning and development team to seek potential to develop the team and take advantage of coaching opportunities
- Support and encourage teams with an above and beyond attitude when helping our passengers and colleagues whilst illustrating a polite and professional manner.
- Ensure that the Bristol Airport and OCS values are reflected positively and encouraged to ensure mutual goals are achieved.
- Attend company, client and business partner meetings if requested by the Operations Manager.
- Assist in the Special Assistance operation when requested.
- To undertake any reasonable tasks as directed by senior managers or other company representatives.

**Previous Experience / Qualifications Required**
- An appropriate management qualification in leadership or proven track record
- A Health & Safety qualification - NEBOSH/IOSH (Desirable)
- Formal training qualification (desirable)
- Must be able to obtain an airside pass Previous management experience including coaching and developing staff
- Previous customer service experience
- Experience of leading and directing teams of people to perform against specific targets
- Proficient computer literacy (Microsoft Office, Word & Excel)
- First-rate understanding of health and safety in the workplace
- Previous experience working within an Airport is a distinct advantage

**What will you get in return?**
- A pension scheme
- to save for the future - eligibility rules apply
- Access to high street discounts
- Access to low interest loans
- Recognition scheme 'OCS Stars'- monetary rewards given to top performers
- Training and Development
- apprenticeships, e-learning, English as a Second Language and our award nominated 'Impact' Programme
- Long Service Awards
- Cycle to work scheme
- discounted bicycles
- Access to our Employee Assistance Programme
- 24-7 Wellbeing Support

**Why join OCS Group Ltd?**

OCS prides itself as a company with strong family values and we are passionate about hiring people who demonstrate the same.

We take CARE of you; We act SAFELY and responsibly; We are TRUSTWORTHY; We work as EXPERTS. If you share these Values, we want you to be part of our team.

OCS have a well-respected brand and our colleagues are empowered to be the best version of themselves. We offer job stability and are committed to developing our colleagues by offering more than just a job. We are a financially stable business who continuesto be privately owned since its inception in 1900.

We reward those who demonstrate our values and since the launch of our OCS Star recognition scheme we have rewarded nearly 1,500 colleagues with monetary vouchers, certificates, and public recognition within the business.

We invest and support the growth of our people and are currently sponsoring over 310 colleagues who are enrolled in a variety of apprenticeship programmes, ranging from Level 3 qualifications in customer service to degree programmes in Leadership. If youwant to develop you career, OCS is a great choice.

OCS offers the family feel of smaller organisations although large enough to offer so many opportunities. We recognise your efforts and contribution and show our appreciation through a variety of reward schemes which in turn results in our colleagues stayingwith OCS. Our business is the family you can choose, and our people stay for the friendships, opportunities, and career fulfilment we offer.

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