Service Delivery Manager - Heathrow Airport

The Role

• Primary contact for all clients and suppliers in the absence of the Operations Manager
• Agree on a weekly/daily basis with the Service Delivery Assistants a plan of action. To ensure resources are deployed to the areas of most need during the working day
• Ensure that the team are effectively running the operation at all times including briefings at the start of shifts and monitoring staff performance.
• Protect the assets and revenues of APCOA Parking UK Ltd at all times
• Complete and file all relevant Health & Safety documentation in accordance with company policies and procedures. Hence adhering to requirements and best practice at all time
• All damage claims/complaints are appropriately dealt with in a timely and appropriate manner and reported though the correct systems, with any actions followed up including full investigation of each claim.
• Manage a daily storage / vehicle holding and location tracker
• Maintain daily Accounts and daily key security process including key counts.
• Manage the full client relationship and be the first point of contact of the Priority product with the Luton Airport client.
• Manage financial elements, including management of all cash payments.
• Team management including monitoring team absences, recruitment, delivering team briefings.
• Deal with customer complaints
• Keeping abreast of relevant legislature and health and safety.
• Other duties as and when required.

• Minimum of 2 years in a people supervisory role, within the last 5 years
• Proficient in Word and Excel
• Ability to motivate and manage a team
• Strong interpersonal and communication skills
• Deadline driven
• Experience within a business development, sales or marketing environment is desirable