Operational Support Manager in Reading

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.

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-to-day operational areas, including overseeing enforcement teams' performance and our contractual obligations in line with our agreed terms and goals.
• Working closely with Customer Success Director to proactively identify opportunities to improve our operational delivery, making suggestions for process change, as appropriate.
• Responsible for identifying potential risks to our delivery or standards of operation, creating appropriate processes to mitigate this and 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, equipment and uniform standards to ensure high standards of support available to enable enforcement teams to perform their roles efficiently, including control and maintenance of vehicle costs, ensuring optimal performance and cost efficiency for the fleet.
• Line management of operational management and ANPR review teams; setting objectives, managing performance, attendance and 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 and addressing any behaviours or conduct which are counterculture.
• Primary lead on the effective management of all contractual operational infrastructure, including IT equipment, vehicle fleet, office equipment, uniforms, and consumables, ensuring cost-effective controls for these resources and monitoring contract spend to maintain financial efficiency.
• Accountable for the health and safety controls for the office and deployed workforce, ensuring a safe and compliant working environment in accordance with regulations, company and council policies.
• Point of contact for management of general customer contact, including written correspondence, inquiries and complaints. Taking steps to resolving these within a timely, professional and respectful manner, aiming for a high level of 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, providing exceptional care and service in the overall delivery of our contractual operational requirements.
• Accountable for identifying and supporting the development of new business opportunities within the contract, contributing to the growth and success of the service.

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.