Working as part of the management team to ensure all operational and Training requirements / key progress indicators are met through all aspects of the contract ensuring quality standards and contractual requirements are maintained.
What you’ll do
Ensure all staff are well groomed, trained and equipped with the requisite knowledge and skills to carry out their job roles effectively.
Build and develop engaging, interactive and innovative training programmes & deliver training to the workforce.
Develop and deliver robust induction programmes for new recruits
Develop and deliver training programmes aimed at ensuring CEO errors are reduced to the minimum to conform to clients expectations.
Undertake training needs analysis to identify the gap between current and desired performance and determine the training and development needs required to bridge the gap.
Remain abreast of legislative, regulatory, operational changes & ensure these are reflected in the development and delivery of all training programmes.
Attend and contribute to quality assurance meetings aimed at improving staff performance.
Ensure regular reviews of staff performance to meet client and business requirements.
Liaise with relevant governmental agencies, authorities for updates on parking regulations and operations.
Continuous monitoring of enforcement activity, involving regular reporting on KPI’s to management.
Deputise in the absence of ACMs.
Develop and deliver training programmes to prepare staff for their jobs roles.
Regular review of training programmes to reflect any legislative or operational changes.
Review PCN’s cancelled as a result of errors made by CEOs and challenge the ones that may not fall under CEO error.
Ensure KPI 2 and 3 of the contract is achieved monthly by training and retraining staff to reduce CEO errors to meet client’s expectation.
Consistent support for supervisors by developing and delivering relevant training programmes to improve their skills and knowledge in managing their teams.
Attending monthly Quality Assurance meetings/ Service Improvement Group to discuss quality and operational issues in parking enforcement.
Preparing monthly CEO error rates for supervisors and managers to measure CEO’s performance and identify training needs.
Review/Draw up quarterly training plans for all staff.
Attend and contribute to Quality Assurance meetings aimed at improving staff performance.
Liaise with the client and relevant authority to clarify issues bothering on quality and operations.
Regular consultation with the 3 ACM’s to address quality issues with their department.
Attend weekly ‘Task Update’ meetings with the CM and other departmental heads.
Testing of all software upgrades to ensure they are working as required and assist on the implementation.
Attend monthly PEC meetings and report development /issues on training and quality of staff productivity.
What You'll Bring:
Full UK driving licence
Proficient user of Microsoft office tools such as outlook, Word, Excel, presentation etc.
Presentation skills and delivered with confidence.
Experience in mentoring and coaching.
Excellent people management and highly effective communication skills.
Able to demonstrate excellent oral and written communication skills
Excellent interpersonal skills with the ability to build and maintain positive working relationships
Excellent problem-solving skills
Able to manage and motivate staff to deliver an excellent level of service
Self-motivated, proactive nature
Ability to prioritise, organise and multi-task
Excellent attendance record
Minimum 36 months management experience gained within the last 3 years at Team Manager or equivalent level where you managed a team of supervisors or equivalent grade or above
Experience of implementing effective cost control and understanding of budgets
Experience of monitoring KPIs
Preparation of reports
Experience of Dealing with disciplinary issues with a good understanding of policy and procedure
Experience in collecting and analysing data to make decisions