Duty Manager

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 at [email removed]. We're here to help!Role Purpose 

The Duty Manager role is responsible for ensuring 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, establishing and rectifying any shortfall in standards 

• Identify if 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, recruitment and ID vetting. 

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

• Effectively comply with and 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 

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

• Ensure all team members under your control sign on and off, appropriately, and correctly in accordance with Company Policy and Procedures. 

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

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

• Assist the 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 times comply with HSE, DFT and HAL protocol along with the Airport operating procedures. 

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

• 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 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 Airline customers in the event of any service failure or significant event.  

• Maintain effective customer contact, report on service delivery and resolve any problems in 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 consumables required to deliver the cleaning operation 

• Ensure that the “image” specified by the Company is maintained in the standard of work, uniform, vehicles, buildings and all dealing with customers, other airlines, other service companies and the general 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 and maintain a professional image, both personally and corporately – champion legendary 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 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 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 the SCO’s (Secure Clean Operatives) under your control   

Requirements

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

• Previous experience 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 delivering high standards of 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  

Benefits

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 a