Operational Support Manager Location : Gloucester This role is working 40 hours per week, Monday to Friday. Here at NSL Ltd, part of Marston Holdings we are looking for a Operational Suport Manager to join our growing team! Within this role you will be responsible for ensuring quality standards and contractual KPIs are monitored and achieved across all parking service areas. Reporting directly to the Client Account Manager, you will support operational teams by analysing performance data, identifying areas for improvement, and implementing strategies to enhance service delivery. You will also support Supervisors and operational teams to ensure full understanding of client expectations, while driving a continuous improvement culture across the contract. Duties Include: Monitoring operational compliance and quality standards across all service areas Ensuring contractual KPIs and targets are achieved Analysing operational and Business Intelligence data to identify trends and performance improvements Supporting the development of Compliance and Performance Improvement Plans Monitoring PCN cancellation rates and identifying areas to minimise operational error Producing daily, weekly and monthly performance reports Working with Learning & Development teams to identify training needs and support operational improvement Supporting Supervisors and operational teams to ensure expectations are clearly understood Leading quality reviews and improvement meetings with the client Tracking customer satisfaction results and operational performance trends What are we looking for: Strong knowledge of the Traffic Management Act 2004 and parking legislation Experience working within parking services, highways, or local authority environments Strong analytical and problem-solving skills Excellent knowledge of Microsoft Office applications including Excel and PowerPoint Ability to manage multiple projects and meet tight deadlines Strong written and verbal communication skills Ability to work independently and support operational teams If you have experience in parking services, operational performance, or compliance monitoring, and are looking for your next challenge, we would love to hear from you! We are not just the “parking people”; we are so much more than that. Our team of highly trained frontline colleagues and back-office support team members provide outsourced business services to the public and private sectors.These include comprehensive parking and street management solutions that contribute to creating a great place to work and live. You will probably know us best as the friendly faces you see around your local neighbourhoods and high streets, helping keep streets safe and accessible. New starters will be subject to clearance through the Disclosure and Barring Service (DBS). In addition, the post holder is expected to keep the Company updated if their personal circumstances change. We are an equal opportunity employer, which means we will consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. INDLP