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Service Delivery Manager

2 months ago

Luton, Luton, United Kingdom APCOA Parking UK Full time

Job Title: Service Delivery Manager - Luton Airport

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 and motivating a large team, ensuring the smooth running of operations and delivering exceptional customer service.

Key Responsibilities:

  • Agree on a weekly/daily basis with the Operations Manager a plan of action to ensure resources are deployed to the areas of most need during the working weeks
  • Ensure that the Priority Parking and Mobile Enforcement teams are effectively always running the operation
  • Ensure briefings are being maintained at the start of each shift in Priority Parking
  • Monitor the performance of staff and ensure delivery of allocated tasks and service levels are maintained to a high standard
  • Monitor and report the SLA performance of the service provided by APCOA
  • Manage and investigate any damage claims or complaints and ensure they are appropriately dealt with in a timely and appropriate manner and reported though the correct systems, with any actions followed up
  • Ensure Priority Parking services are performed to the agreed Standard Operating Procedures, and the movements per hour are being achieved, whilst ensuring sufficient capacity is available
  • Responsible for the recruitment and selection of all employees within their shift, in line with company guidelines
  • 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

Requirements:

  • Recent and extensive team management experience
  • Extensive customer service experience
  • Experience with people management, payroll, and absence monitoring
  • Excellent written and verbal communication skills
  • Excellent working knowledge of MS office
  • Ability to motivate and manage a team

About APCOA Parking UK:

APCOA Parking UK is a leading provider of parking services, committed to delivering exceptional customer experiences. 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.