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About the Role

The Duty Manager role is responsible for ensuring the day-to-day operation is managed effectively and efficiently through strong leadership of the teams, with a focus on safety, security, on-time performance, and operational efficiency.

Responsibilities

• Deliver all daily team briefings, ensuring staff are aware of customer requirements and have necessary equipment.
• Ensure cleaning standards are met in line with service level agreements.
• Conduct final cleaning sweeps on all aircrafts, identifying and rectifying any shortfall in standards.
• Identify process inefficiencies and propose solutions to senior management.
• Ensure adequate resources are in place for all shifts, including overtime, holiday management, recruitment, and ID vetting.
• Establish and maintain good relationships and communication lines with client airline/stakeholders.
• Comply with and manage Health & Safety following ABM Aviation UK Ltd guidelines and HAL requirements.
• Ensure GSE/crew vehicles meet standards following internal ABM guidelines.
• Escalate any absence to HR support or contract administrator if triggers are met.
• Ensure all team members sign on and off appropriately and correctly per Company Policy and Procedures.
• Maintain staff discipline and conformance with Company and regulatory requirements, utilizing the disciplinary process where necessary.
• Coach cleaners and team leaders to meet and exceed standards.
• Assist the training team to ensure the training program is up-to-date.
• Support ABM Operations Managers and Account Managers in delivering excellence to airline partners.
• Comply with HSE, DFT, and HAL protocol along with Airport operating procedures.
• Conduct robust audits (scheduled/random) bi-weekly to demonstrate efficiency.
• Submit timely delay reports, including detailed investigations and escalation for any SLA breaches.
• Support the ABM Senior management team to ensure all airline service level agreements are met and maintained.
• Proactively consult with Airline customers in the event of any service failure or significant event.
• Maintain effective customer contact, report on service delivery, and resolve problems promptly.
• Ensure working relationships within the airport maximize cooperation for staff efficiency and effectiveness.
• Ensure all equipment is signed out, paperwork completed, and accounted for at the end of each shift.
• Support the stores team to ensure consistent availability of materials and consumables.
• Maintain the Company's specified 'image' in work standards, uniform, vehicles, buildings, and interactions.
• Maintain good relationships and communication lines with the client airline and other outside agencies.
• Promote a culture of service excellence and maintain a professional image.
• Carry out any reasonable task requested.
• Support and motivate teams with regular briefings and communications.
• Maintain a clean and tidy environment in all areas.
• Work with customer representatives to address specific requirements or concerns.
• Implement key performance indicators for direct reports.
• Manage staffing levels effectively, ensuring absence and annual leave are appropriately covered.
• Manage return-to-work interviews for sickness absence.
• Ensure effective and appropriate communication with all parties throughout the nominated Airport.
• Ensure employees perform their jobs effectively.
• Maintain staff discipline and conformance with Company and regulatory requirements, utilizing the disciplinary process where necessary.
• Direct line management of the SCO’s (Secure Clean Operatives).

Requirements

• Previous Management/Supervisory experience is essential for a minimum of 2 years.
• Previous experience of working on a shift pattern and in a similar role within the Aviation sector or related customer services sector experience is essential.
• Experience of managing large groups of team members.
• Proven record of success in raising and delivering high standards of customer service.
• Full UK driving License.
• 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.

Skills

• Working knowledge of Microsoft applications; Outlook, Word, Excel & Powerpoint.

Location

• HEATHROW AIRPORT

Work Type

• 4 on 2 off
• 40 per week

Experience Level

• Minimum of 2 years previous management/supervisory experience
• Experience of managing large groups of team members

Salary/Compensations

• COMPETITIVE

Benefits

• 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

About the Company

• ABM (NYSE: 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, enhancing the overall occupant experience.
• ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution.
• With over $8 billion in annual revenue and a blue-chip client base, 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.

Equal Opportunity

• 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.