Client Operations Manager – East Midlands Railway
£35,000 Per annum

Are you an experienced Operations Manager with excellent Communications skills?

Do you have experience in a hands on field-based role?

If so, we may have an exciting career opportunity for you! 

We are looking for a Client Operations Manager to play a vital part in identifying, establishing and maintaining positive business relationships, whilst ensuring operational standards are being achieved and adhered to in line with our individual clients requirements and expectations day to day

Technical experience desired and would be beneficial in this role, although full training will be provided.

Key Responsibilities:
 

• Produce operational reviews to allow the analysis of trends and to introduce best practice across the contract
• Ensure specified response times are met, in accordance with contractual and local agreements
• Establish and maintain strong internal and external stakeholder partnership
• Resolve all operational problems within the scope of the contract and prepare responses within established timeframes, to all service complaints and contractual issues raised
• Monitor contract performance and implement measures to improve areas of poor performance
• Carry out regular continuous improvement audits of all operational procedures
• Manage and continuously improve the SLA performance of the service provided by APCOA
• Assist and support the client in the examination of pertinent information to determine the accuracy of customer/client complaints
• Establish and maintain Planned Preventative Maintenance (PPM) schedules to ensure all car park equipment is fully maintained and operational
• Monitor and report on progress against agreed objectives, ensuring that issues of concern are raised in a timely manner and solutions proposed. 
• Monitor and maintain equipment including cameras and other associated car park equipment across multiple sites within the East Midlands area
• Take action to resolve equipment issues identified, both remotely and on site.
• Monitor and manage equipment uptime in line with contract SLAs
• Take appropriate actions to maintain high levels of performance across the estate

• Minimum 2 years management experience
• Strong commercial acumen
• A high attention to detail and a hunger to improve systems and processes that are business driven.
• Excellent interpersonal skills with the ability to build and maintain positive working relationships
• Previous experience in a field-based role would be beneficial
• Some technical experience preferred

• A dynamic and collaborative working environment
• Opportunities for professional development
• 25 Days Annual Leave per annum 
• Company Pension Scheme