We are looking for a Terminal Duty Manager to join our team.
Job Overview
To supervise and manage the day-to-day Terminal operations, ensuring the safe compliant and efficient movement of passengers though car parks, main terminal check-in, PRM Assistance and departure Lounge whilst adhering to BOH operating and security protocols
To safely and efficiently operationally Supervise, the Terminal Teams which include Car Park Operatives, Customer Service Assistants for Check-in, Information Desk and Cleaning Team in accordance with Group behaviours, external statutory and regulatory requirements and all relevant policies and procedures.
Principal Accountabilities
Business and Customer Service Accountabilities
* To assist in the management for safe, effective, efficient, and compliant operation that meets the daily operational needs of the business
* To complete day-to-day audits on the appearance and functionality of the terminal landside and airside areas, to ensure that they are safe, tidy and well maintained, and that they have the necessary equipment in order to create a professional environment and service.
* Monitor Check-in, Customer Service and PRM performance against defined service level agreement, ensuring that specific and timely feedback is given and escalated as appropriate.
* Ensure CSA Check-in, Information Desk and Cleaning Team manning levels are maintained to ensure sufficient terminal services staff are available to meet the operational needs.
* Monitor CSA Check-in, Information Desk, PRM and Cleaning Team annual leave and sickness performance to enable staff to be tasked as efficiently as possible.
* Ensures ALL competency training is carried out in accordance with BOH maintenance of competency scheme.
* Ensures the highest possible standard of customer service is available to the airport authority, users and travelling public.
* Assist the Airport Duty Manager with maintenance of continued knowledge and understanding of Customer Service standards, operational procedures, Airport Operational Procedures, Airport Operational Instructions, Airport Emergency Orders and company policy.
* As required prepares and submit daily operational reports.
* Ensure as appropriate all records are completed correctly and within timescales.
* Assist Service Partners on a day-to-day basis to ensure a supportive approach to delivery of customer service.
* Gives constructive feedback on the management of the Customer Services to the Airport Duty Manager.
* Attends training courses in order to maintain and develop skills as identified within any proposed Personal Development Plan.
* Ensures and improves the productivity of all the Terminal Teams within acceptable safety parameters.
* Give team briefings and ensure daily information exchange with internal and external departments and agencies.
* Undertakes any other duties of a similar responsibility level as may be prescribed from as required.
Leadership & Management Accountabilities
* Monitors daily Team performance and take action to address identified problems and opportunities.
* Assist the Airport Duty Manager to develop the required policies and procedures.
* Be financially aware of the implication of actions within the terminal services function and assist the Airport Duty Manager to deliver efficient working programs.
* Assist the Airport Duty Manager to create an environment in which colleagues feel motivated to do their best work and empowered to make decisions relevant to their area of responsibility.
* Undertake Team counseling, dispense disciplinary actions, if appropriate. Respond to grievances, applying all procedures fairly and consistently in order to contribute to the effective management of human resources and employee relations within Group
* To respond positively to complaints from users, and where appropriate investigate such complaints, ensuring timely recommendations to Terminal Operations Manager and positive action is taken to resolve problems and reduce risk
* Performs other duties as assigned by the Terminal Operations Manager as required.
Health & Safety Accountabilities
* Comply with all accountabilities defined within the Company Health & Safety policy ensuring compliance of all operational services with all the relevant Health & Safety legislation.
* Fundamental to the success of the Company and to achieving its business goals is a robust health and safety policy that is understood and acted upon by all employees.
* Whilst at work the post holder will comply with his/her responsibilities conferred by Sections 7 & 8 of the Health and Safety at Work etc. Act 1974. The post holder will:
* Take reasonable care of the health and safety of him/herself and other persons who may be affected by his/her acts or omissions at work,
* Co-operate with the Company management so far as is necessary in order that the Company can carry out its statutory duty under the Health and Safety at Work etc. Act 1974, and all relevant statutory provisions,
* Not intentionally or recklessly interfere with or misuse anything provided in the interests of health, safety and welfare.
* In addition, the post holder will comply with the more specific requirements contained within the Corporate Centre Health and Safety Policy document – ‘Potholders’ responsibilities for health and safety
* To support the Terminal Operations Manager in delivering the day to day safe and efficient operational management of the Terminal
* To support the ADM/TOM in delivering the efficient utilisation of the Customer Services team to meet the operational needs including prioritising the appropriate resources as determined by the job description.
What’s on offer
* Rate of pay is £17.16 per hour or £35,692.80 per annum for a 40 hour working week
* Free on-site parking whilst on duty
* Free Airport parking when you go on holiday (subject to availability)
* Discounts on Fred Olsen Holiday
* Discounts with Airport retailers including the On Site Restaurant and regular employee sales at World Duty Free
* Comprehensive training package and Fantastic career development opportunities
* Full uniform provided
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