Job Description Summary
Primary lead in all areas of operational day to day management, providing strong leadership to enforcement teams; and line management of operational management team and ANPR review team.
Accountable for the service delivery and proactive risk mitigation to ensure compliance with performance standards, SLAs, and KPIs.
Management of the infrastructure and resources necessary for contract operations, including IT equipment, vehicle fleet, office supplies, and uniforms.
Lead in effective cost controls for consumables, payroll, and fleet management, and oversee Health and Safety protocols within the office and for the deployed workforce on patrol.
Job Description Key Responsibilities and Accountabilities
Accountable for the operational service delivery of the enforcement contract, ensuring compliance with required performance standards, SLAs, and KPIs; including regular reporting on key performance indicators, taking corrective actions where necessary to meet or exceed targets.
Primary lead in management of day-today operational areas, including overseeing enforcementteamsperformance and our contractual obligations in line with our agreed terms and goals.
Working closely with Customer Success Director to proactivelyidentifyopportunities to improve our operational delivery, making suggestions for process change, asappropriate.
Responsible foridentifyingpotential risks to our delivery or standards of operation, creatingappropriate processesto mitigatethisand implementing measures to ensure continuity of service.
Point of contact for our Client and Customers, delivering a positive experience and excellent customer service delivery on behalf of Oxford County Borough; ensuring we are seen as a trusted and capable partner in management of parking enforcements.
Undertake a regular inspection of necessary tools,equipmentand uniform standardsto ensurehigh standardsofsupport availableto enable enforcement teams to perform their roles efficiently, including control and maintenance of vehicle costs, ensuringoptimalperformance and cost efficiency for the fleet.
Line management of operational management and ANPR review teams; settingobjectives, managing performance,attendanceand full employee lifecycle processes; setting an example of leadership and respect to foster a positive and successful working environment.
Working in collaboration with colleagues across the business to embed our company culture and values, leading by example andaddressing any behaviours or conduct which are counterculture.
Primary lead on the effective management of allcontractualoperational infrastructure, including IT equipment, vehicle fleet, office equipment, uniforms, and consumables, ensuringcost-effective controls for these resources and monitoringcontract spend tomaintainfinancial efficiency.
Accountable for the health and safety controls for the office and deployed workforce, ensuring a safe and compliant working environmentin accordance withregulations,companyandcouncil policies.
Point of contact for management of general customer contact, includingwrittencorrespondence,inquiriesand complaints. Taking steps to resolving these withina timely,professionaland respectful manner, aiming forahigh levelof client satisfaction.
Responsible for overall employee wellbeing, using results from our Peakon survey; employee feedback and comments to inform opportunities to improve our employee experience and motivation.
Act as a deputy for Customer Success Manager, providingexceptional care and service inthe overall delivery ofour contractualoperational requirements.
Accountable foridentifyingand supporting the development of new business opportunities within the contract, contributing to the growth and success of the service.
Additional Job Description Skills and experience required / preferred: -
3 years minimum management experience/ Team Manager or equivalent level
Regulatory and Civil Parking enforcement knowledge including TPT Appeals process.
Experience in staff management and development and customer relations.
Sound understanding of on-street and off-street parking regulations, policies and procedures.
Must be able to communicate effectively with and relate well to others within the workplace and with relevant staff in other parts of the Council and external organisations.
Must be able to work effectively as part of a team and give guidance to others within the team on financial and technical matters including some of a non-routine nature.
Excellent people management skills including coaching, training and recruiting
Good working knowledge of MS Office
Experience of implementing effective cost control and understanding of budgets
Experience of monitoring KPIs and preparation of reports
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