JOB TITLE: General Manager Support LOCATION: Bristol Airport REPORTING TO: Customer Service Director WORKING HOURS: 40 hours per week, 5 in 7 SALARY: £60,000.00 per annum Purpose: To ensure effective oversight and performance management of staff in the Company’s Bristol operation. To drive a culture of excellence in customer service and maintain an open and positive relationship with airlines and the airport authority. As a strategic leader for operations, this role will be leading services for PRM & Cobus operations in line with defined strategic business objectives and plans. Ensure effective and profitable operation of the ABM Service at Bristol Airport, including the provision of a professional and high-quality level of service, in order to meet and exceed the specified requirements set out in the Contract / Service Level Agreement, as agreed with our client. Key Responsibilities: Operational Required to be available to support and provide advice and guidance to the team in dealing with any issues that arise within the airport 24/7, 365 days of the year, an on-call response capability (threat assessment / security incident management). To ensure the development and maintenance of effective shift-working patterns and arrangements to optimize the use of the staffing resources available and secure the necessary staffing to meet ongoing working requirements. Ensure that all Airport Authority Service Level Agreements are met and maintained, the standards of services carried out meet the Company quality standards and the requirement of the customer. 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 dealings 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 may be 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 accountable 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 maximize cooperation 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 / operational data…etc. To ensure full compliance with ABM Policies and Procedures, such as human resources, training, financial reporting, etc. 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 Duty Managers 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 and manage 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, utilizing 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 Management Team conduct all required daily / weekly / monthly audit inspections and record within SharePoint. Maintain all vehicles and equipment ensuring required service intervals are agreed and met. People Management Implement and monitor key performance indicators for all staff. Be accountable for Absence Improvement and Performance Management of all staff. Ensure that the management team 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. Accountable for the rostering of all staff under your control and managing their absence and annual leave cover. Establish a meeting structure with the local management team, with emphasis on operational needs and requirement, on time performance and quality. Health & Safety: To make inroads into being an employer of choice and service provider of exceptional standards with the level of Health & Safety Standards provided, measured, maintained, and enforced. To take ongoing steps to ensure the continued elevation of high levels of health and safety, quality and environmental standards and procedures at the Airport and report any deviation from these standards promptly to ABM senior management and members of the Manchester Team as appropriate. Always follow the company policies and procedures. Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment. Use all work equipment and personal PPE properly and in accordance with training received. Report any issues or training needs to your Line Manager and / or via your divisional incident reporting system. This description is an outline of the role, and it is expected that key tasks will vary with the demand of our client and operation base. You may be asked to take on other reasonable tasks as requested. 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. Must be over 18 years of age. Must hold a full UK driving license. 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 to Lifeworks, 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 careers page . ABOUT US ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk . 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. #J-18808-Ljbffr
