Duty Manager

5 days ago

Edinburgh, Edinburgh, United Kingdom OCS Group Full time

Job Summary

The Duty Manager - Operations Coordinator will be responsible for managing and coordinating the PRM (Passenger Recovery Management) services to ensure the department meets customer requirements consistently within the budget. This role requires a strong focus on customer experience, process improvement, and innovation.

Main Responsibilities

  • Manage the operational activities of the Aviation PRM Team, ensuring efficient and effective service delivery.
  • Project a positive and professional image of the operation to staff and clients, maintaining a high level of customer satisfaction.
  • Assist in maintaining staff discipline, including disciplinary issues and adherence to OCS Company and local Airport Authority regulations.
  • Ensure staffing levels align with PRM demand and do not exceed budgeted figures.
  • Maintain equipment and vehicles in proper working order, ensuring seamless service delivery.
  • Complete reports as required, providing accurate and timely information.
  • Maintain a handover/log, ensuring smooth transitions and effective communication.
  • Monitor staff deployment to optimize labor utilization against daily demand for assistance.
  • Identify training requirements for Movement Controllers, Team Leaders, Supervisors, Drivers, Customer Care Agents, and Temporary/Casual staff, ensuring they are equipped to perform their roles effectively.
  • Ensure accurate charging and documentation, enabling timely and accurate billing.
  • Regularly walk the job to evaluate workplace atmosphere and operational performance, making recommendations for improvement.
  • Hold regular appraisals with immediate subordinates, ensuring staff receive relevant training and performance development.
  • Maintain a high standard of appearance for the PRM Team, adhering to company uniform policy.
  • Conduct Movement Controller and Team Briefings as per site agreement.
  • Be prepared to undertake additional duties that benefit the company, having received the necessary training.

Key Performance Indicators

  • Ensure SLA (Service Level Agreement) is met, maintaining a high level of customer service.
  • Respond to customer queries, service failure reports, and liaise with airport customers.
  • Ensure compliance with OCS policies and procedures.
  • Assist with monitoring absenteeism and staff development.
  • Maintain staff records, including return to work, sickness self-certification forms, and job competencies forms.
  • Build close relationships with customers, resolving issues and creating a climate of trust.

Requirements

  • Demonstrable management experience in a similar service sector environment.
  • Proven track record in delivering effective customer service while maintaining operating margins.
  • Previous experience leading a large, diverse workforce.
  • Working knowledge of industry practices.
  • IOSH (Institution of Occupational Safety and Health) certification desirable.

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