Position Overview & Specifications

The Role

An exciting opportunity has arisen for a Service Delivery Manager at Heathrow Airport. You will be customer-focused individual who is committed to providing the highest level of customer care. This can be a very busy, demanding, and challenging environment and therefore requires a positive, patient individual. This person will need be committed to ensuring each customer feels well looked after.
Can you lead and motivate the team and through them, manage resources to deliver a safe, reliable, and efficient business operation ? Thus delivering excellent levels of service to client and customers and contribute to creating a “best in class” parking business in the UK ? What you'll do
  • 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.
(Please note this is only part of the job description)
What you'll bring:
  • 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
Can you work this shift pattern of 4 on 2 off, 9-hour shifts, 5am to 2pm and 2pm to 11pm? 42 Hours per week? Do you have the determination to work in a fast paced environment, where every day is different? Are you able to grow and manage a team, whilst juggling other balls at the same time? If yes? then please apply today!
What we'll offer you:
  • £32,257 per annum
  • 28 days holiday include Bank Holidays
  • Pension scheme
We are focused on ensuring APCOA is a fair place to work regardless of age, race, gender, sexuality or level in the organisation. We offer a motivating work environment where successes are shared. With challenging projects and an atmosphere of fostering and support, staff have the development opportunities to fulfil their potential while aiming for excellence in their work.