Concierge Operational Performance Manager

Concierge Operational Performance ManagerJoin to apply for the Concierge Operational Performance Manager role at Wilson JamesConcierge Operations Performance Manager – Permanent Full-Time roleLocation: London Gatwick AirportHours: Variable 4 on 4 off shift pattern working a total of 42 hours per week.Pay: £44,638.55Are you looking for a new and exciting role? Join our team at London Gatwick Airport as a Concierge Operations Performance Manager, acting as the operational lead for the Assisted Passenger Concierge team. You will facilitate high standards of service delivery, performance and passenger satisfaction and be a visible ambassador for Gatwick's vision: to be the airport for everyone, whatever your journey.About The RoleAs a Concierge Operations Performance Manager, you will be responsible for:Deliver smooth onboarding and effective training of new Concierge staff. Work alongside Operational Performance Managers to meet contract SLA's, providing management cover during periods of high demand.Conduct constructive return-to-work discussions, absence management meetings and investigations in line with relevant policy timeframes.Support team wellbeing and operational continuity by managing balanced use of annual leave throughout the year across the team.Make real time resourcing decisions ensuring sufficient cover and best use of Concierge team.Why Join UsAnnual leave entitlement of 25 days annually.Lifestyle Benefits – Mortgage and financial advice, vouchers for various shopping outlets and food stores, employee referral scheme.Learning & Development – progression opportunities with eLearning courses, on-site training, apprenticeships, and in-house courses.Health and Wellbeing – Life assurance, access to mental health support specialists and Online GP for you and dependents.Financial support and discounts on hundreds of retail sites.Cycle to Work scheme.What We Are Looking For2+ years' experience managing a large operational team (circa 30 staff).Experience in a 24-hour, shift-based operational environment.Ability to manage people and processes with resilience in a pressurised environment.Effective communication and ability to influence team members and other stakeholders.Delivery of high-quality customer service, ideally in transport or hospitality sectors.Understanding of passenger assistance services or accessibility operations is desirable.Interested? Apply now and let your career take offPlease note that vacancies may close earlier than the advertised deadline if a high volume of strong applications is received.Wilson James is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation or age. A criminal conviction will not necessarily be a bar to obtaining a position; each case will be assessed on an individual basis.For information about Wilson James' commitment to Equality, Diversity and Inclusion, see our sustainability page.Wilson James has been raising standards in security, construction logistics, aviation services, and technology for over 30 years, with 5,000 employees and a presence across 300+ client sites in the UK.Internal Applicants: We support career growth and offer internal mobility, with clear career pathways and continuous skill development. Successful internal applicants will be appointed on the terms and conditions applicable for this role.Location: GatwickSeniority levelMid-Senior levelEmployment typeFull-timeJob functionOtherIndustriesFacilities ServicesSlough, England, United Kingdom 5 days ago #J-18808-Ljbffr