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Cabin Services Duty Manager Day

3 months ago

Longford, United Kingdom Abm Full time

JOB TITLE: Cabin Services Duty Manager Day

LOCATION: London Heathrow Airport

WORKING HOURS: 40 hours per week

SHIFT PATTERN: 3 on 3 off,

SALARY: £37, per annum

ABM Aviation at London Heathrow Airport is delighted to be the new partner of choice to provide Secure Cleaning and related services to British Airways for Terminal 3. ABM is already the largest provider of widebody Secure Clean services at Heathrow, and we have opportunities to grow our 500 strong team to meet the needs of our newest customer. We are recruiting in a wide variety of roles including – Operations Managers, Duty Managers, Quality Managers, Team Leaders, Allocators, Hi Lift Drivers, Toilet and Water Drivers, Minibus Drivers, Steps Drivers and Secure Clean Operatives with opportunities on both days and nights. “Make a Difference”, come and join our amazing Cabin Services team at Heathrow and become part of the best in the business.

Take a look at the job roles on our Careers website at and put in your application.

ROLE OVERVIEW AND PURPOSE

The Duty Manager role is responsible for ensuring the day-to-day operation is managed as effectively and efficiently

 through strong leadership of the teams with focus on safety, security, on time performance and operational efficiency.

OPERATIONAL KEY RESPONSIBILITIES

Ensure all staff are fully aware of the customer specification and always have the required equipment to perform their tasks. Comply with and manage H&S audits around stores and/or aircrafts under HSE guidelines and HAL requirements Risk Assessments Ensure robust audits (scheduled / random) are conducted on a bi-weekly basis, demonstrating efficiency. Timely submission of delay reports (must include a detailed investigation, and considered escalation for any SLA) To ensure all airline service level agreements are met and maintained, the standards of service carried out meets the Company quality standards and the requirement of the Airline. Take appropriate action where standards and services are not being met. Proactively consult with Airlines (British Airways) in the event of any service failure or significant event. At all times comply with HSE, DFT and HAL protocol along with the Airport operating procedures. Maintain effective customer contact, report on service delivery and resolve any problems in a timely manner. Ensure that working relationships within the airport are such that they maximise co-operation leading to the efficiency and effectiveness of all staff. Establish a meeting structure for the group colleagues and team leaders etc, with emphasis on operational needs and requirement, on time performance and quality. Ensure that all equipment, including keys, PDA’s and vehicle are signed out, relevant paperwork completed, and are fully accounted for at the end of each shift. Instigate within 24 hours response time to customer’s complaints or requirements ensuring the incident book is completed accurately and investigations are carried out effectively. Ensure that all provisions of the Health & Safety at work at, “COSHH” regulations and any other legislations and regulations governing the work are fully complied with. Conduct a monthly inspection and prepare a report for the Account Manager of all incidents, accidents and occurrences, highlighting areas that need to be addressed. All accidents or injuries to employees or customers must be immediately reported and recorded. Ensure that the “image” specified by the Company is maintained in the standard of work, uniform, vehicles, buildings and all dealing with customers, other airlines, other service companies and the general public. Establish and maintain good relationships and lines of communication with the client airline and other outside agencies such as grounds handlers, caterers etc. Promote a culture of service excellence and maintain a professional image, both personally and corporately – champion legendary service. Carry out any reasonable task requested. This description is an outline of the role, and it is expected that key task will vary with the demand of our client and operation base. Assist with training where required Support and motivate your teams with regular briefings and communications Maintain a clean and tidy environment in all areas Work with customer representatives to address any specific requirements or concerns

PEOPLE MANAGEMENT RESPONSIBILITIES

Implement key performance indicators for your direct reports. Responsible for ensuring staffing levels under your control are managed effectively, ensuring their absence and annual leave is appropriately covered. Management of return-to-work interviews for sickness absence Ensure staff, under your control sign on and off, appropriately, and correctly in accordance with Company Policy and Procedures. Ensure effective and appropriate communication with all parties throughout the nominated Airport inclusive of relevant Airlines persons.
Ensure that the employees perform their jobs effectively. Ensure good management practices including effective appraisals and assessment are applied to achieve optimum staff performance, timekeeping, development, and retention. Maintain staff discipline and conformance with Company and regulatory requirements, utilising the Company disciplinary process where necessary. Direct line management of the SDA (service delivery agents) To resolve any concerns related to pay queries. Assistance of on-the-job training

HEALTH & SAFETY RESPONSIBILITIES

Always follow Group and company policies and procedures. Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment. Use all work equipment and personal PPE properly and in accordance with training received. Report any issues or training needs to your Line manager and /or via your divisional incident reporting system.

NOTE

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business.

REQUIRED SKILLS AND EXPERIENCE

Previous Management /Supervisory experience is essential for a minimum of 2 years Previous experience of working on a shift pattern and in a similar role within Aviation sector or related customers services sector experience is essential Experience of managing large groups of team members. Proven record of success in raising and delivering high standards of customer service IT Literate Full UK driving License Must have the right to work in the UK Must pass a DBS check Must be able to provide 5 years reference information Must be over 18 years of age

Behaviours:

Excellent communication & interpersonal skills Flexibility Innovative Achievement orientated Energy/Drive

Benefits

We’re proud to offer a great range of benefits including:

24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home Mental Health support and Life Event Counseling Get Fit Programme Financial and legal support Cycle to work scheme Access to Lifeworks, our innovative employee app where you can find: Perks: discounts, gift cards, cashback, and exclusive offers Life: Search for resources and tools on topics ranging from family and life to health, money and work Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our careers page

ABOUT US

ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.