Job Description & Person Specification: Deputy Contract Manager

Location: Bristol Airport, Silver Zone reception building

Vacancy type: Full-time, permanent, office based

Salary: £38k p.a. plus performance bonus

Working hours: 37.5 hours per week. This role involves working weekends on a rota basis and some early starts/late finishes.

Job description

Role overview

The post-holder will deputise for the Mego Contract Manager who has full day-to-day responsibility for managing our contract for the provision of labour support services at Bristol Airport.

This is a complex, high profile and time critical 24/7/365 (almost) operation demanding excellent management skills, total commitment to delivering outstanding customer service and the ability to work in a pressurised environment, the acceptance of irregular hours of work, including early starts or late finishes and regular, rostered weekend working.

Accountability

You will report to the Mego Contract Manager.

Primary responsibilities

When deputising for the Contract Manager

• Manage service delivery in full compliance with our contractual obligations, standards and KPIs detailed in the Service Level Agreement (SLA).
• Manage service delivery efficiently and effectively in order to achieve our commercial objectives.

Detailed tasks

Planning & reporting

• Help the Contract Manager prepare annual forecasts, budgets and worker resourcing plans.
• Support the capture, collation and preparation of data in order to produce monthly SLA reports breaking down our performance by KPI in line with contractual requirements.
• Help the Contract Manager prepare monthly SLA reports for presentation to BAL management.

Service delivery

Jointly with the Contract Manager

• Ensure all workers are correctly trained, briefed and attired (including PPE) before their assignments start.
• Manage the scheduling and assignment of workers to shifts across daily, weekly, monthly and annual peaks and troughs in line with demand from BAL.
• Effectively manage communications with all Mego workers across the airport to ensure that they are aware of their shift dates and times and other assignment related information in advance of their deployment.
• Monitor and manage the timesheet completion process to ensure accurate pay and invoicing.
• Take the appropriate management action to mitigate commercial risks and implement corrective actions where performance shortfalls have been identified.
• Investigate (with BAL staff where appropriate) all complaints relating to Mego workers and any alleged transgressions, incidents, poor conduct or events which could impact negatively on the reputation of BAL and/or Mego and escalate to the MD if consequences are potentially serious.
• Manage the storage, issuing, use and return of workwear and PPE. Liaise with head office to ensure items required are ordered and delivered in good time.
• Help BAL deliver an excellent customer experience to all passengers using the Silver Zone block parking operation.

Resource management

Jointly with the Contract Manager

• Plan and execute the timely recruitment and on-boarding of sufficient workers to meet the expected varying demand from BAL and their Business Partners across the airport.

People and client relationship management

Jointly with the Contract Manager

• Manage the deployment and activities of the contract management team using your leadership skills to foster a culture of excellence and teamwork.
• The performance management of the contract management team, VP Team Leaders and VPs assigned to work in the Silver Zone and the monitoring of the performance of other workers supplied across the airport.
• Taking corrective action with workers (in conjunction with BAL staff where appropriate) where an individual’s performance does not meet either our or BAL’s requirements.
• Build effective working relationships with BAL staff at all levels with a special focus on the relationship with the BAL GT manager and Silver Zone manager.
• Liaise effectively with BAL Key Room staff to optimise the smooth running of day-to-day operations.
• Be alert to, monitor and investigate potential cases of discrimination, harassment or bullying of any form within the Mego cohort of workers deployed across the airport.

Health & safety

Jointly with the Contract Manager

• Understand where responsibilities lie within UK health and safety regulations and the Employment Agencies Act 1973 with regard to the status of ‘workers’ supplied to BAL.
• Proactively monitor and manage the health and safety of the workers we supply to BAL even where our workers are acting under the direction and control of BAL staff. Ensure any health and safety incidents are reported by the appropriate party in line with prevailing protocols.
• Investigate, in conjunction with BAL management where appropriate, all incidents and accidents, RIDDOR reportable or not, and ‘near misses’ of potential consequence and report any serious incidents to the MD immediately.  

Security & compliance

Jointly with the Contract Manager

• Ensure recruitment and on-boarding process is fully compliant with UK employment law and company SOPs with a special focus on the Right To Work regulations and SOPS and referencing procedures.
• Ensure full compliance with CAA regulations, safety protocols and legal requirements in relation to both airside and groundside operations.
• Monitor and investigate any potential conduct or behaviours observed within our cohort of workers which could indicate the presence of illegal activities which could be construed as ‘labour abuse’ or ‘modern day slavery’.

Systems

Jointly with the Contract Manager

• Operate internal IT systems effectively in line with training and report any outages or issues to BCNS with the minimum of delay.
• Where we have access to BAL systems ensure that we comply with all BAL security protocols.
• Ensure to the best of your ability through regular training and ongoing monitoring that all Mego staff and workers on-site comply with all Mego and BAL data and cyber security protocols.

Person specification

Mandatory requirements

• Strong leadership skills and the ability to effectively manage and motivate teams developed in an operational environment.
• Excellent verbal communication and interpersonal skills.
• Report writing experience and skills and the ability to draft and write SOPs.
• The ability to prioritise conflicting demands, manage resources and juggle multiple tasks effectively.
• Problem-solving aptitude and a proactive approach to operational challenges.
• Experience of using Microsoft Excel and Word in a business environment.
• Experience of data entry and of using CRM systems and other business software systems in an operational environment.
• A full UK driving licence, held for more than two years and with less than 6 points and no prior disqualifications for drink driving or other criminal driving related offences.

Preferred but not mandatory requirements

• Experience of working in a high pressure, complex, busy 24/7/365 operational environment such as an airport.
• Experience of managing or supervising diverse teams in an operational environment.
• Experience of driving a diverse range of vehicles.
• A good understanding of health & safety rules and regulations in the workplace.
• Experience of resourcing, recruiting and on-boarding staff.
• A working knowledge of diversity, equity and inclusion in the workplace.
• Customer service experience in a client facing corporate environment.