Retail Duty Manager

ABM UK; Horley; On-site; GBP 60,000 - 80,000; Full time

Job summary

ABM UK recherche un Duty Manager pour superviser les opérations à Gatwick, assurant la satisfaction client et la gestion des équipes. Le candidat idéal organisational et orienté solutions, capable de travailler dans un environnement dynamique. Ce poste implique également des devoirs de conformité et un engagement à l'excellence.

Qualifications

• Doit obtenir un passe aéroportuaire avec vérification d'historique et de casier judiciaire.
• Validité du passeport et autorisation de travail au Royaume-Uni exigées.

Responsibilities

• Gérer les attentes de service et opérationnelles sur plusieurs sites.
• Former et motiver les membres de l'équipe et gérer les conflits.
• Communiquer les informations critiques sur les clients.

Skills

Team player

Client-facing

Solution-oriented

Organised

Numerate

Job description

Social network you want to login/join with:

PAY RATE: £14.85 per hour

If you require any additional support or adjustments during the recruitment process, please contact our Recruitment Department at [emailprotected]. We're here to help!

Purpose of the role

The Duty Manager role is a transitional position between commercial management via the Account Management team and delivering KPIs and SLAs on the shopfloor, while driving new opportunities and commercial growth at the frontline.

The successful applicant will manage team members daily, ensuring standards, service, and sales expectations are met by:

• Coaching, motivating, and providing feedback to team members.
• Resolving conflicts and encouraging collaboration.
• Organising projects and delegating tasks.
• Communicating with transparency and vision.

Our structure requires flexibility to support multi-site and/or terminals and multi-disciplined teams. We’re looking for someone who is collaborative, hands-on, and extremely organised. You will work in a fast-paced environment and be expected to deliver new ideas.

Early starts and weekend work are required.

PRINCIPAL RESPONSIBILITIES

Your role will involve both internal and client-facing responsibilities, representing your projects and pushing your team to deliver top-tier service for our clients and partners across key areas.

Operations Management

• Overseeing multiple sites within Gatwick, setting clear daily targets, guidelines, and expectations tailored to brands and client needs.
• Driving visible and proactive service delivery to customers.
• Managing internal audits related to service and product knowledge to ensure KPIs and SLAs are met, and identifying training needs promptly.
• Resourcing and booking labour for each site using the BJP database.
• Building new opportunities with the Account Management team, leveraging current client relationships and establishing new ones.
• Managing end-to-end people management processes, including break management, absenteeism, return-to-work procedures, investigations, disciplinary actions, and grievances in a timely manner.
• Working with the leadership team to identify and support service champions and drive succession planning.
• Supporting the Account Management team with experiential and seasonal events.
• Assisting with the setup of key events, including ‘go live’ days and high-performing promotions.
• Ensuring effective communication of critical client information via team huddles and BJP bulletins.
• Supporting the Trinity approach to Agency, Client, and Retailer relationships.
• Attending monthly SLA meetings with retailers and providing feedback to the wider team to promote continuous improvement.
• Providing sales feedback on HPP events.
• Fostering a culture of excellence and recognising outstanding team performance.

Compliance / Other Duties:

• Supporting programmes related to training, H&S, development, and wellbeing of colleagues, including audits.
• Undertaking any reasonable tasks requested.

Required Skills

• Team player
• Client-facing
• Solution-oriented, with troubleshooting and problem-solving skills (for clients and staff)
• Fair approach to staff management
• Solutions-driven and able to troubleshoot effectively
• Flexible, persuasive, and diplomatic
• Well-organised
• Numerate

You will need to obtain an Airside pass for the airport, which requires a full 5-year history and criminal record check. A valid passport and right to work in the UK are also necessary.