Duty Manager

LOCATION: Glasgow Airport

SHIFT PATTERN: 4 on 4 off, 40 per week

SALARY: £40,000 per annum

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OVERVIEW OF JOB DESCRIPTION

To ensure the effective leadership and performance management of all employees in the Company’s PRM operation working as part of the management team within the operation. To drive a culture of excellence in customer service and maintain an open and positive relationship with airlines and the airport authority.

Main Duties & Responsibilities:

Operational

• Ensure that; all Airport Authority 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.

• Ensure that the “image” specified by the Company is maintained in the standards of work, uniform, vehicles, buildings, and all dealing with customers, other airlines, other service companies and the general public.

• Promote a culture of service excellence and maintain a professional image, both personally and corporately – champion legendary service.

• To cover additional shifts that maybe required due to holidays for direct reports.

• Have a high level of understanding of all ABM software such as Avtech, PowerBI, and proficient in all Microsoft Office applications.

• To manage the resolution of passenger and customer complaints within the given timescale and to be the first point of call for all customer related issues.

• Ensure all equipment is operational and deployed

Engagement

• Proactively meet and engage with Airlines on a regular basis to discuss any issues.

• Maintain effective customer contact, report on service delivery and resolve any problems in a timely manner.

• Ensure effective and appropriate communication with all parties throughout the nominated Airport inclusive of relevant Airlines persons

• Establish and maintain good relationships and lines of communication both written and verbal with client airlines and companies such as grounds handlers, caterers etc;

• Ensure that working relationships within the airport are such that they maximise co-operation leading to the efficiency and effectiveness of all staff.

• Attend quarterly/monthly Airport and airline partner meetings as representative of ABM to deliver performance results.

Reporting

• Provide detailed weekly and monthly reports covering all operational aspects of that week’s/ month’s operation inclusive of complaints/compliments/PRM data and flights handled.

• Provide monthly CAA (ECAC data) quality standard data detailing any performance deviations and actions taken to address.

• Undertake daily data analysis of Power Bi and detailing any performance deviations and actions taken to address.

• Provide detailed information regarding any delays and actions to be taken to reduce/remove delays.

• Produce weekly and monthly sick/absenteeism reports and actions to be taken by the Supervisors to reduce the figures.

• Produce weekly and monthly reports on any service lapses that may have occurred and actions to be taken to reduce them.

• Undertake full investigation and written report of all incidents, accidents, and occurrences, highlighting areas that need to be addressed and actions taken.

Processes & Procedures

• At all times comply with CAA protocol along with the Airport operating procedures.

• Maintain staff discipline and conformance with Company and regulatory requirements, utilising the Company disciplinary process where necessary

• Report all accidents or injuries to employees or customers using AssessNet

• Ensure full adherence to Airport Safety Permit process

• Ensure that all provisions of the Health & Safety at work and any other legislations and regulations governing the work are fully complied with.

• Ensure Supervisors conduct all required daily/weekly/monthly audit inspections and record within One Drive

• Maintain all vehicles and equipment ensuring required service intervals are agreed and met.

People Management

• Implement and monitor key performance indicators for all staff.

• Absence Improvement and Performance Management of all staff

• Ensure that the Supervisors monitor all employees’ performance and attendance. Ensure good management practices including effective appraisals and assessment are applied in order to achieve optimum staff performance, timekeeping, development and retention

• Responsible for the rostering of all staff under your control and managing their absence and annual leave cover.

• Establish a meeting structure with the Supervisors, with emphasis on operational needs and requirement, on time performance and quality.

• 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

Person Specification:

Required Experience and Skills:

• Previous experience of primarily working in a similar role is desirable

• A minimum of 2 years management experience, ideally within Aviation

• Must have the right to work in the UK

• Must pass a DBS check

• Must be able to provide 5 years reference information

Behaviors:

• 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 Perks at Work, 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

About ABM:

ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.

ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.

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.