Duty Manager - Stansted Airport

Job summary

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.

Responsibilities

• 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.

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Job description

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