Cluster Manager (Car Park)

Ortolan Group PLC
£25000 per annum + Benefits
12 Oct 2016
23 Oct 2016
Contract Type
Cluster Manager Salary: £25,000 Sheffield Our client is a leading national car park service provider, their brand is the best known in the industry and their record for building, maintaining and managing car parks is unsurpassed. Founded in 1931, they are the UK's market leader in the provision of parking services, supplying over 200,000 spaces across more than 700 locations nationwide, frequently in partnership with some of the country's leading public and private sector organisations, including City Councils, local authorities and air and rail travel operators. The purpose of this role is to take full operational responsibility for a Cluster of car parks and through the effective management of front line teams. The role will assist with improving the service to their customers whilst ensuring the standards are maintained in each location, ensuring that every business opportunity is explored to maximise potential revenue streams whilst also ensuring the Cluster is compliant with Company Processes. KEY RESPONSIBILITIES: Provide clear vision and direction and act as a role model to inspire higher standards and results in others. Achieves objectives by engaging and coaching the team and actively involving them in decision making; Develop and maintain an effective communications network for the regional teams, through coaching, regular team meetings and briefing sessions thus ensuring the business objectives are a primary focus. Lead by example whilst continually providing and improving service to our customers. Appraise the performance of all direct reporting employees regularly and instigating appropriate remedial action to address shortcomings. Lead a highly motivated successful frontline team within the Cluster driving standards & compliance across the Cluster. Ownership for the operation of the Cluster ensuring that frontline team coverage is adequate at all times. Take proactive approaches to gain constructive feedback from customers. Analyse management information in a way that allows it to influence any Business decisions made Develop and maintain strong relations with the Customer Contact Centre to monitor and continuously improve service levels reacting efficiently to issues arising. Consult with all colleagues to recommend action to avoid customer complaints. Deputising for the Business Manager in their absence. Support, advice and direct frontline teams in the achievement of their agreed objectives and prescribed core standards. Recruit and induct new colleagues including the management of the probationary period review process. Manage the front line teams regarding all front line operational activity including maintenance schedules, cleanliness (clean, safe and working) and cash collection and processing. Ensure all frontline staff are adequately trained in order to deliver the agreed level of Customer Service. Ensure calls to actions received from the Customer Contact Centre are resolved in line with the Company agreed standard. Ensure PDA's (where appropriate) are online at all times to ensure Customer Service levels are not compromised. Maintain regular contact with Clients, Customers & Key Stakeholders. Ensure primary customer service standards are delivered by maintaining the customer facing car park equipment and through building strong links with the Customer Contact Centre. Maintain parking control equipment; follow maintenance schedules through use of car park technology. Conduct statutory checks and audits at car parks as required. Monitor the appearance of car parks, take action to ensure that company standards on safe, clean and working are achieved and maintained. Conduct pre-operation vehicle checks and fuel log checks taking remedial action as appropriate. Ensure that PCCN's are issued as appropriate using the equipment provided. To bring additional revenue ideas to the table for discussion and implementation Responsible for the overall people management of all colleagues who report to this role. Qualifications/technical skills Knowledge of computer skills to an intermediate level, including Word, Outlook, Excel. Knowledge of automated equipment, car park equipment (desirable). Experience of managing a mechanically technological driven operation. Experience of prioritising workloads in a fast changing work environment. Previous experience in a customer facing environment. Experience in managing and supporting others. Educated to A level or equivalent standard. A full UK driving licence. Knowledge/experience Good Commercial Awareness. Health and Safety awareness. Relevant statutory regulations and legislation. By applying for this role, your details will be sent to Ortolan People, who are acting as consultants for the hiring company. Ortolan People are engaged to provide recruitment support in processing applications. We will endeavour to respond to all applicants within three working days. Occasionally for roles with a very high volume of applicants, this may not be possible. This job was originally posted as