Contract Manager

To ensure effective oversight and performance management of staff in the Company’s PRM operation working alongside the ABM and LJLA Team within the operation. To drive a culture of excellence in customer service and maintain an open and positive relationship with airlines and the airport authority. As a strategic leader for operations, this role will be leading services for LJLA PRM operations in line with defined strategic business objectives and plans.

Ensure effective and profitable operation of the PRM Service at Liverpool Airport, including the provision of a professional and high quality level of service, in order to meet and exceed the specified requirements set out in the Contract/Service Level Agreement, as agreed with our client.

• Required to be available to support and provide advice and guidance to the team to deal with any issues that arise within the airport 24/7, 365 days of the year, on-call response capability.
• To ensure the development and maintenance of effective shift-working patterns and arrangements to optimize the use of the staffing resources available and secure the necessary staffing to meet ongoing working requirements.
• 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 customer. Take appropriate action where standards and services are not being met.
• 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.
• Promote a culture of service excellence and maintain a professional image, both personally and corporately – champion legendary service.
• To cover additional shifts that may be required due to holidays for direct reports.
• Have high level of understanding of all ABM software such as AvTech, Power
  
  BI, and proficient in all Microsoft Office applications.
• To manage the resolution of passenger and customer complaints within the given timescale and to be the first point of call for all customer related issues.
• Ensure all equipment is operational and deployed

• Proactively meet and engage with Airlines on a regular basis to discuss any issues.
• Maintain effective customer contact, report on service delivery and resolve any problems a timely manner.
• Ensure effective and appropriate communication with all parties throughout the nominated Airport inclusive of relevant Airlines persons
• Establish and maintain good relationships and lines of communication both written and verbal with client airlines and companies such as grounds handlers, caterers etc;
• Ensure that working relationships within the airport are such that they maximise co-operation leading to the efficiency and effectiveness of all staff.
• Attend quarterly/monthly Airport and airline partner meetings as representative of ABM to deliver performance results.

• Provide detailed weekly and monthly reports covering all operational aspects of that week’s/ month’s operation inclusive of complaints/compliments/PRM data and flights handled.
• To ensure full compliance with ABM Policies and Procedures, such as; human resources, training, financial reporting, etc.
• Provide monthly CAA (ECAC data) quality standard data detailing any performance deviations.
• Undertake daily data analysis of Power Bi and detailing any performance deviations and actions taken to address.
• Provide detailed information regarding any delays and actions to be taken to reduce/remove delays.
• Produce weekly and monthly sick/absenteeism reports and actions to be taken by the Supervisors to reduce the figures.
• Produce weekly and monthly reports on any service lapses that may have occurred and actions to be taken to reduce them.
• Undertake full investigation and written report of all incidents, accidents, and occurrences, highlighting areas that need to be addressed and actions taken.

• At all times comply with CAA protocol along with the Airport operating procedures.
• Maintain staff discipline and conformance with Company and…