Contract Manager

To ensure effective oversight and performance management of staff in the Company’s PRM operation working alongside the ABM and LJLA Team within the 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 LJLA PRM operations in line with defined strategic business objectives and plans.  

Ensure effective and profitable operation of the PRM Service at Liverpool 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 to deal with any issues that arise within the airport 24/7, 365 days of the year, on-call response capability. 
• 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 service carried out meets 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 dealing 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 the first point of call 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 maximise co-operation 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/PRM data and flights handled.
• 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.
• 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 Supervisors 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 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, utilising 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 Supervisors 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.
• Absence Improvement and Performance Management of all staff
• Ensure that the Supervisors 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.
• Responsible for the rostering of all staff under your control and managing their absence and annual leave cover.
• Establish a meeting structure with the Supervisors, with emphasis on operational needs and requirement, on time performance and quality.
• Carry out any reasonable task requested.

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.
• Follow Group and company policies and procedures at all times.
• 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 task will vary with the demand of our client and operation base.

• 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

Behaviors:

• Excellent communication & interpersonal skills
• Flexibility
• Innovative
• Achievement orientated
• Energy/Drive