Duty Manager

Abm-Industries-Inc.-2; Hounslow; On-site; GBP 34,000 - 52,000; Full time

Benefits offered by this job

24/7 GP benefits

Mental Health support

Get Fit programme

Cycle to work

Perks at Work

Job summary

ABM Aviation UK Ltd at Heathrow is seeking a Duty Manager to lead day-to-day operations, focusing on safety, security, on-time performance and efficiency. The role requires strong leadership of teams and effective liaison with airline partners to deliver high-quality service.

You will run shift briefings, oversee staffing, maintain cleaning and safety standards, and support training programmes while ensuring compliance with HSE and company policies.

Qualifications

• Minimum 2 years of management experience in aviation or service sector.
• Strong leadership and communication skills.
• Full UK driving licence.
• DBS check required.

Responsibilities

• Deliver daily shift briefings to ensure staff are aware of customer requirements and have necessary equipment.
• Ensure delivery of cleaning standards and adherence to service level agreements.
• Maintain relationships with client airline stakeholders and ensure effective communication.
• Coach cleaners and team leaders to meet and exceed standards; support training programmes.
• Manage attendance, overtime, holidays, and staff discipline in line with company policy.

Skills

Leadership

Staff Management

Safety Compliance

Shift Management

Communication

Tools

MS Office

Outlook

Word

Excel

PowerPoint

Job description

LOCATION: HEATHROW AIRPORT

SHIFT PATTERN: 4 on 2 off, 40 per week

SALARY: COMPETITIVE

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department [e-mail]. We're here to help!

Role Purpose

The Duty Manager roleis responsible forensuring the day-to-day operation is managed as effectively and efficiently through strong leadership of the teams with focus on safety, security, on time performance and operational efficiency.

OPERATIONAL KEY RESPONSIBILITIES

• Deliver all daily team briefings, at the start of each shift, ensuring staff are fully aware of customer requirements and have all necessary equipment to perform their tasks

• Ensure delivery of cleaning standards in line with service level agreements set out in the contract

• Conduct final cleaning sweeps on all aircrafts,establishingand rectifying any shortfall in standards

• Identifyif and where processes are not meeting requirements and propose solutions working with the senior management team

• Ensure adequate resources are in place for all shifts e.g. Overtime, holiday management,recruitmentand ID vetting.

• Establish andmaintaingood relationships and lines of communication with client airline/stakeholders

• Effectivelycomply withand manage H&S following ABM Aviation UK Ltd guidelines and HAL requirements e.g. Risk Assessments,SOP's

• Ensure GSE/crew vehicles are to standard following internal ABM guidelines

• Escalateany absence to HR support and/or contract administrator should triggers be met

• Ensureall team membersunder your control sign on and off, appropriately, and correctlyin accordance withCompany Policy and Procedures.

• Maintain staff discipline and conformance with Company and regulatory requirements, utilising the Company disciplinary process where necessary

• Coach cleaners &team leadersto enable them to meet and exceed standards

• Assistthe training team to ensure the training programme is up to date

• Support ABM Operations Managers and Account Managers in delivering excellence to airline partners

• At all timescomply withHSE, DFT and HAL protocol along with the Airport operating procedures.

• Ensure robust audits (scheduled /random) are conducted on a bi-weekly basis,demonstratingefficiency.

• Timely submission of delay reports (must include a detailed investigation, and considered escalation for any SLA)

• Support the ABM Senior management team to ensure all airline service level agreements are met andmaintained, the standards of service carried out meets the Company quality standards and the requirement of the Airline. Takeappropriate actionwhere standards and services are not being met.

• Proactively consult with Airline customersin the event ofany service failure or significant event.

• Maintain effective customer contact, report on servicedeliveryand resolve any problemsin a timely manner. Ensure that working relationships within the airport are such that they maximise cooperation leading to the efficiency and effectiveness of all staff.

• Ensure that all equipment, including keys, PDA’s and vehicle are signed out, relevant paperwork completed, and are fully accounted for at the end of each shift.

• Support the stores team to ensure consistent availability of all materials and consumablesrequiredto deliverthe cleaning operation

• Ensure that the “image” specified by the Company ismaintainedin the standard of work, uniform, vehicles, buildings and all dealing with customers, other airlines, other servicecompaniesand thegeneral public.

• Maintain good relationships and lines of communication with the client airline and other outside agencies such as grounds handlers, caterers etc.

• Promote a culture of service excellence andmaintaina professional image, both personally and corporately –championlegendary service.

• Carry out any reasonable task requested. 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.

• Support and motivate your teams with regular briefings and communications

• Maintain a clean and tidy environment in all areas

• Work with customer representatives to address any specific requirements or concerns

PEOPLE MANAGEMENT RESPONSIBILITIES

• Implement key performance indicators for your direct reports.

• Responsible for ensuring staffing levels under your control are managed effectively, ensuring their absence and annual leave is appropriately covered.

• Management of return-to-work interviews for sickness absence

• Ensure staff, under your control sign on and off, appropriately, and correctlyin accordance withCompany Policy and Procedures.

• Ensure effective andappropriate communicationwith all parties throughout the nominated Airport inclusive of relevant Airlines persons. Ensure that the employees perform their jobs effectively.

• Maintain staff discipline and conformance with Company and regulatory requirements, utilising the Company disciplinary process where necessary.

• Direct line management of theSCO’s (Secure Clean Operatives) under your control

• PreviousManagement /Supervisory experience is essential for a minimum of 2 years

• Previousexperience of working on a shift pattern and in a similar role within Aviation sector or related customers services sector experience is essential

• Experience of managing large groups of team members.

• Proven record of success in raising and deliveringhigh standardsof customer service

• Working knowledge of Microsoft applications; Outlook, Word, Excel &Powerpoint

• Full UK driving License

• 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

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 Perks at Work, 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

About ABM:

ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.

ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.

For more information, visit.

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.