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Airport Service Delivery Lead

2 months ago

Luton, Luton, United Kingdom Apcoa Parking Full time

Job Summary:

We are seeking an experienced Service Delivery Manager to join our team at Luton Airport. As a key member of the APCOA Management team, you will be responsible for managing a team of staff, including supervisors, team leaders, and service delivery assistants. Your primary objective will be to ensure an excellent level of service is provided across all areas of APCOA responsibility while operating within financial expectations.

Key Responsibilities:

  • Plan, prepare, and allocate staff across the entire operation to ensure resources are deployed to the areas of most need during the working day.
  • Organize, manage, and motivate your team, including casual staff, across the APCOA operation.
  • Agree daily with the Service Delivery Supervisor a plan of action to deploy resources to the areas most needed during the working day.
  • Monitor the performance of staff and confirm the team is effectively running the operation at all times across the site.
  • Monitor and report the Service Level Agreement (SLA) performance of the service provided by APCOA.
  • Staff management, including recruitment, absence and sickness monitoring, relevant disciplinary action, payroll, and training.
  • Budgeting and revenue reporting.
  • Maintain high levels of customer service, ensuring all complaints are dealt with in a timely manner and responding directly to customers.
  • Provide support to upper management when required.

Requirements:

  • Recent and extensive team management experience.
  • Extensive customer service experience.
  • Experience with budgeting and financial reporting.
  • Experience with people management, payroll, and absence monitoring.
  • Excellent written and verbal communication skills.
  • Excellent working knowledge of MS Office.

About Us:

At APCOA Parking, we are committed to creating a fair and inclusive work environment where everyone has the opportunity to succeed. We offer a motivating work environment where successes are shared, and staff have the development opportunities to fulfill their potential while aiming for excellence in their work.