JOB TITLE: Duty Manager
LOCATION Stansted Airport
REPORTING TO: Operations Manager
DIRECT REPORTS : Operational Team
PAY RATE: £15.00 per hour
OVERVIEW OF JOB DESCRIPTION
To motivate, allocate, supervise and performance manage staff in the Company’s Assisted Passenger operations, using Inform, to achieve timely completion of scheduled work to the necessary quality and performance, to ensure that the Customers and Company standards have been carried out.
Main Duties & Responsibilities:
• To 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.
• Proactively consult with Airlines in the event of any service failure or significant event.
• At all times comply with HSE, DFT and MAG protocol along with the Airport operating procedures.
• Maintain effective customer contact, report on service delivery and resolve any problems in a timely manner.
• Implement key performance indicators for your direct reports.
• Responsible for the Rostering of staff under your control and managing their absence and annual leave cover.
• Ensure staff under your control sign on and off appropriately and correctly in accordance with Company Policy and Procedures.
• Ensure effective and appropriate communication with all parties throughout the nominated Airport inclusive of relevant Airlines persons.
• Ensure that working relationships within the airport are such that they maximise co-operation leading to the efficiency and effectiveness of all staff.
• Ensure that the employees perform their jobs effectively. Ensure good management practices including effective appraisals and assessment are applied in order to achieve optimum stuff performance, timekeeping, development and retention.
• Establish a meeting structure for the group i.e. colleagues and team leaders etc, with emphasis on operational needs and requirement, on time performance and quality.
• Maintain staff discipline and conformance with Company and regulatory requirements, utilizing the Company disciplinary process where necessary
• Instigate within 24 hours response time to customer’s complaints or requirements ensuring the incident book is completed accurately and investigations are carried out effectively.
• Ensure that all equipment, handsets and all vehicles are signed out, relevant paperwork completed, and are fully accounted for at the end of each shift.
• Ensure that all provisions of the Health & Safety regulations and any other legislations and regulations governing the work are fully complied with.
• Conduct a monthly inspection and prepare a report for the General Manager of all incidents. Accidents and occurrences, highlighting areas that need to be addressed.
• All accidents or injuries to employees or customers must be immediately reported and recorded.
• 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.
• Establish and maintain good relationships and lines of communication with client airlines, other airlines, MAG Customs and Excise and companies such as grounds handlers, caterers etc.;
• Promote a culture of service excellence and maintain a professional image, both personally and corporately – champion legendary service.
• The Duty Manager will be expected to support the Ambassador contract or any other contract as required subject to the correct training.
Benefits
• Free parking
• 80% subsidy on Stansted Travel card
• Flexible hours
• World Duty Free Discount
• Career Progression
Person Specification:
Essential
• Customer service experience
• Knowledge of cash management and bookkeeping procedures
• Team management skills
• Strong organizational skills
• Experience with facilities maintenance and/or security
• Strong problem-solving skills
• Availability to work in shifts including weekends
Desirable
• Work experience as a Duty Manager or similar management role
• Previous experience in the industry preferred
Essential Criteria for an Airside Pass
• To be considered for the role you will need to provide the following:
• Full 5 years history that accounts for all periods of employment, self-employment, unemployment and education (any gaps over 28 days must be verified)
• Valid photographic proof of identity e.g. passport or driving licence
• Valid Visa/Proof of right to work for non UK and out of EU nationals
• Proof of National Insurance No. (or evidence that you have applied for one)
• Proof of identity and address (Utility bill, bank statement, etc.)
• Acceptance of and willingness to undergo a Criminal Record Check (CRC)* and Airside Security Clearance Where an individual has resided 6 months or more outside the UK in the last 5 years, the appropriate clearance must be obtained i.e. Overseas Criminal Record Check (OCRC) from the country of origin
