Duty Manager

PURPOSE OF THE ROLE:The role of Duty Manager is to provide line management support to the OperationsManager. The Role will include Line management of Front-Line Colleagues andSupervisors, responsible for delivering contract specific SLA`s, customer service,maintenance and appearance standards, loss prevention, ensuring a positive parkingexperience for each customer and ensuring the client site is compliant with CompanyProcesses and Health and Safety requirements, Deputies in the absence of theOperations Manager.
RESPONSIBILITIES
Provide clear vision and direction and act as a role model through aprofessional and positive approach at all times. Undertake Reasonable requests from the client relating to the operation of thecontract. Report Monthly KPI`s / SLA`s Performance to Client / ROM Achieves objectives by effective communication, engaging and coaching theteam and actively involving them in decision making. Actively encourages colleague engagement with Peakon surveys to achievethe response rates set out in KPIs in order to deliver a full picture of theTeams feelings. Learn and respond to Peakon survey results to make NCP an even betterplace to work and produce action plans for continued improvement. Demonstrates effective and efficient financial behaviours through budgetprinciples, subsequent actions and should be able to participate in the budgetdevelopment and management process. Lead by example whilst continually providing and improving service to ourcustomers. Adopt a safety-first approach to best ensure you, your team and yourcustomers are protected against the impact of anti-social behaviour. Lead a highly motivated successful frontline team within the Client Site drivingstandards and compliance across the business. Take proactive approaches to gain constructive feedback from customers. Coordination of staffing to deliver service levels and in event locations basedon regular manpower requirements and to review business information whiledelivering labour costs within budget. Develop and maintain strong relations with the Customer Contact Centre tomonitor and continuously improve service levels reacting efficiently to issuesarising which in return reduces customer calls to the contact centre. (WhereApplicable) Deputising for the Operations Manager in their absence. Appraise performance and attendance regularly and instigating appropriateremedial action to address shortcomings. Recruit and induct new colleagues including the management of theprobationary period review process. Manage the front-line teams regarding all front-line operational activityincluding operational schedules, cleanliness (clean, safe and working) auditingand processing. Ensure all frontline colleagues are trained in order to deliver the agreed levelof Customer Service and Safety. Ensure all colleagues are up to date on their personal training objectives(Shine) Ensure calls to actions received from the Customer Contact Centre areresolved in line with the Company agreed standard. Ensure all colleagues are trained and aware of expectations around loneworking devices and their mandatory use. Ensure primary customer service standards are delivered by maintaining thecustomer facing car park equipment and through building strong links with theCustomer Contact Centre. Ensure a fully functioning operation whilst fulfilling a face to face customerservice role. Maintain parking control equipment; follow maintenance schedules throughuse of car park technology. Conduct statutory checks and audits at car parks as required. Monitor the safety and appearance of car parks, act to ensure that companystandards on operational standards are achieved and maintained whilstrecording in line with company policy and expectations. Conduct pre-operation equipment and vehicle checks and fuel log checkstaking remedial action as appropriate. Ensure outstanding parking equipment maintenance issues are reported to theIn House Maintenance Team and keep the Customer Contact Centre updatedas work progresses to completion. Ensure that PCNs are issued as appropriate using the equipment provided. To work alongside and support the various departments within the business. To share any revenue ideas or leads with the Commercial Team Responsible for overall people management of all colleagues and Supervisorswho report to this role. The person that fills this role must provide clear visionand direction to direct reports at all times. Steps must be taken to develop theteam through coaching and regular feedback. The role holder acts as a rolemodel of the NCP values which inspires higher standards and results. Thisinvolves providing direction to individual staff members and explaining howindividual roles are critical to the overall performance of NCP - therebyensuring that individuals are focused on achieving team and individualobjectives and key performance indicators and action is taken whenperformance standards are not being met.
REQUIREMENTS:
Qualifications/technical skills Knowledge of computer skills to an intermediate level, including Word, Outlook,Excel. Knowledge of automated equipment, car park equipment (desirable). Experience of managing a mechanically technological driven operation. Experience of prioritising workloads in a fast-changing work environment. Previous experience in a customer facing environment. Experience in managing and supporting others. A full UK driving licence. To Chair /Assist with First Level Disciplinary hearings concerning allegations ofmisconduct and possible verbal and/or written warnings.Knowledge/experience Detailed understanding of the Customer Contact Centre operational practices anddependency or equivalent customer service delivery. Health and Safety awareness. Relevant statutory regulations and legislation. Company policies and procedures. Relevant management experience of a similar sized team.
What We Offer Regional Sales Executive:
Leave Benefits: Annual leave entitlement
Birthday Bonus: Take an extra day off to celebrate your special day.
Reward & Recognition Program: Your efforts won't go unnoticed.
Perk scheme: Discount at all your favoritestore
Free or Discounted Parking: Your car deserves a good spot too!
Cycle to Work Scheme: Get up to £1000 towards a new bike.
Company Pension: Plan for your future with us.
Death in Service Benefit: Providing peace of mind.
Employee Assistance Program: We care about your well-being.
Work-Life Balance: Fantastic work-life balance in a supportive environment.
Continuous Development: Ongoing training, coaching, and development in a helpful and encouraging environment.
Ready to seize this incredible opportunity?
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