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Full-time
24/7 GP access, Mental health support, Life event counseling, Get fit programme, Financial and legal support, Cycle to work scheme
Posted 3d ago
~40 hrs/week
Responsibilities
The Duty Manager is responsible for supervising staff performance, ensuring operational standards are met, and maintaining effective relationships with airlines and airport authorities. They also manage daily reporting, data analysis, and incident investigations to ensure compliance with safety and service level agreements.
Requirements
Candidates must have at least 2 years of management experience, preferably within the aviation industry. Applicants are required to have the right to work in the UK, pass a DBS check, and provide 5 years of reference information.
Full job description
Job Title: Duty Manager
Location: Bristol Airport
Reporting To: Operations Manager
Salary: Competitive
Shifts: Shift pattern due to operational requirements; Rostered 4 on 4 off shift patterns
Purpose:
To ensure the effective supervision and performance management of staff in the Company’s
operation working alongside the Operations Manager 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. In addition, the Duty Manager will deputise for the Operations Manager as
and when required.
Key Responsibilities:
Operational
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 Airline. 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 maybe required due to holidays / absences.
Have a high level of understanding of all ABM software such as AvTech, PowerBI, 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.
Engagement
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
in 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 cooperation 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.
Reporting
Provide detailed weekly and monthly reports covering all operational aspects of that
week’s/ month’s operation inclusive of complaints/compliments/ operational data and
flights handled.
Provide monthly CAA (ECAC data) quality standard data detailing any performance
deviations and actions taken to address.
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 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.
Processes & Procedures
At all times comply with CAA protocol along with the Airport operating procedures.
Maintain staff discipline and conformance with Company and regulatory requirements,
utilising the Company disciplinary process where necessary
Report all accidents or injuries to employees or customers using AssessNet
Ensure full adherence to Airport Safety Permit process
Ensure that all provisions of the Health & Safety at work and any other legislations and
regulations governing the work are fully complied with.
Ensure all required daily/weekly/monthly audit inspections are complete and are recorded
Maintain all vehicles and equipment ensuring required service intervals are agreed and
met.
People Management
Implement and monitor key performance indicators for all staff.
Absence Improvement and Performance Management of all staff.
Ensure that all employees’ are monitored for performance and attendance. Ensure good
management practices including effective appraisals and assessment are applied in order
to achieve optimum staff performance, timekeeping, development and retention.
Responsible for the rostering of all staff under your control and managing their absence
and annual leave cover.
Establish a meeting structure with emphasis on operational needs and requirement, on
time performance and quality.
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.
Required Experience and Skills:
Previous experience of primarily working in a similar role is desirable
A minimum of 2 years management experience, ideally within Aviation
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
Behaviors:
Excellent communication & interpersonal skills
Flexibility
Innovative
Achievement orientated
Energy/Drive
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 careers page
ABOUT US
ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.
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.
Related keywords
Duty ManagerAviationOperations ManagementAirport AuthorityService Level AgreementsPowerBIAvTechMicrosoft OfficeCAA protocolHealth and SafetyAssessNetPerformance ManagementRosteringIncident InvestigationData AnalysisCustomer Service
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 throughout the United States, United Kingdom, Republic of Ireland and other international locations.
ABM serves a wide range of market sectors including commercial real estate, aviation, education, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue, 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.
We welcome respectful dialogue. Comments that are abusive, repetitive, or violate our community guidelines may be removed. Full guidelines: https://www.abm.co.uk/social-media-moderation-policy
How many Customer Service & Support jobs are open in Bristol, United Kingdom right now?
There are currently 507 open customer service & support positions in Bristol, United Kingdom listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Bristol, United Kingdom?
Companies currently hiring include Marks and Spencer, Greene King Brewery, Whitbread, Ayvens, IVC Evidensia, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Bristol, United Kingdom?
Yes — 108 of the 507 open customer service & support positions offer remote or hybrid work (14 remote, 94 hybrid).
How do I apply for Customer Service & Support jobs in Bristol, United Kingdom?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.