Customer Service Operations Manager

1 month ago


Luton, Luton, United Kingdom Apcoa Parking Full time

We are seeking an experienced Customer Service Operations Manager to join our team at Luton Airport.

This is a full-time position, working 40 hours per week, Thursday to Monday. Shift work will include earlies and lates.

About the Role

The successful candidate will manage a team consisting of a Supervisor, Team Leader, and Service Delivery Assistants, as well as cleaners and Maintenance Technicians, and PCV drivers.

Key Responsibilities:

  • Plan, prepare, and allocate staff across the entire operation to ensure resources are deployed effectively.
  • Organize, manage, and motivate your team, including casual staff, across the APCOA operation.
  • Agree daily with the Service Delivery Supervisor on a plan of action to deploy resources to areas of most need.
  • Monitor staff performance and ensure the team runs the operation smoothly at all times.
  • Monitor and report on Service Level Agreement (SLA) performance for the service provided by APCOA.
  • Manage staff, including recruitment, absence, sickness monitoring, disciplinary action, payroll, and training.
  • Budgeting and revenue reporting.
  • Maintain high levels of customer service and respond directly to customers in a timely manner.

Your Key Skills:

  • Recent and extensive team management experience.
  • Extensive customer service experience.
  • Experience with budgeting and financial reporting.
  • People management, payroll, and absence monitoring expertise.
  • Excellent written and verbal communication skills.
  • Proficiency in Microsoft Office.

Salary: £33,737 Per Annum



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