Operations Manager – Luton DART Luton, East of England, England
Job description
Job Role: Senior Customer Experience and Operations Management Specialist
Job Title: Operations Manager – Luton DART
Company: Ethos Farm Limited
Location: London Luton Airport
Job Summary:
Ethos Farm Limited, a renowned provider of innovative solutions, is seeking a passionate and skilled Customer Experience and Operations Management Specialist to join our dynamic team. In this pivotal role, you will be responsible for ensuring exceptional customer experiences and efficient facilities management across our operations. Reporting to the Contract Manager (Client - London Luton Airport Operations Limited) and the Director for Aviation UK (Internal - Ethos Farm), you will oversee the daily operations of the Luton DART, focusing on customer satisfaction, cleanliness, reactive maintenance, and compliance with key performance indicators.
About Ethos Farm:
At Ethos Farm, we take pride in the fact that we are continuously making a difference. This means that we go above and beyond to provide our customers, clients, and our colleagues with an exceptional experience.
We understand that every person we encounter, both internally and externally, is looking for more than just a service, supplier or colleague, they are also looking for personalised and meaningful interactions with us as individuals. That is why we always make sure to listen, provide helpful guidance, offer genuine care and kindness in our approach to whatever we do. We believe that small gestures can make a big impact and we aim to ensure everyone we have contact with experiences a level of interaction that will make a positive difference to their day.
It is a key responsibility of all members of the Ethos Farm team to not only meet, but exceed the expectations of others, by providing that extra special something that truly sets us apart.
Key Responsibilities:
Operational Leadership:
- Manage the Duty Control Managers and Passenger Care Ambassador team, providing day-to-day operational guidance and support.
- Ensure adherence to agreed contract Key Performance Indicators, including cleanliness, reactive maintenance, and customer experience.
- Foster a culture of excellence and consistency in delivering elevated standards of customer experience.
Facilities Management:
- Coordinate and supervise Facilities Management sub-contractors, utilizing a state-of-the-art CAFM management system.
- Maintain a safe operating environment by closely collaborating with rail and airport security/safety teams.
- Oversee all Facilities Management services, including HVAC, security, and cleaning, to ensure compliance with contract KPIs.
Guest Experience Management:
- Lead the Guest Experience team, ensuring efficient performance management and responsive handling of absence or sickness trends.
- Effectively communicate process, policy, and procedure changes through workforce technology and engaging briefings/meetings.
- Resolve escalated complaints, and identify opportunities for team development and conflict resolution.
- Ensure compliance with all procedures related to guest services.
Team Management and Development:
- Support Ethos Farm administration with payroll and address any payroll queries.
- Manage the recruitment, training, and onboarding process for new team members, including Facilities Management personnel.
- Maintain a high standard of team appearance and grooming, reflecting the excellence of Ethos Farm.
Stakeholder Engagement and Reporting:
- Cultivate and strengthen relationships with London Luton Airport, Luton Rising, and other stakeholders through regular operational and reporting meetings.
- Produce a monthly performance review document to showcase operational achievements and progress.
Requirements:
- Extensive experience in Customer Experience and Operations Management within rail and/or aviation operations, demonstrating a track record of exceptional delivery.
- Proven ability to communicate effectively with senior management and executives.
- Strong proficiency in complex team rostering and financial planning.
- Flexible availability to work early, late, and flexible shifts when required.
- Excellent numerical and analytical skills for data processing and analysis, supporting revenue targets and performance improvements.
- Proficiency in presentation, report writing, and delivering comprehensive reports.
- Computer literacy in mainstream PC applications, including Microsoft Office.
- Ability to collaborate effectively across various internal departments.
- Self-motivated, proactive, and skilled in building beneficial relationships internally and externally.
Desirable previous roles:
Station Manager, Operations Manager, Facilities Manager, Performance Manager
Join Ethos Farm Limited as our Customer Experience and Facilities Management Specialist and play a vital role in delivering outstanding service and maintaining superior facilities for our valued customers. Apply today to become a part of our dedicated team.
Shortlisting will start from 7th June
Job Type: Full-time
Salary: £55,000.00-£60,000.00 per year
Benefits:
- Flexitime
Schedule:
- Flexitime
Ability to commute/relocate:
- Luton: reliably commute or plan to relocate before starting work (required)
Education:
- Bachelor's (preferred)
Experience:
- Operations management (preferred)
Work Location: In person
