SERVICE DELIVERY MANAGER - OVERSEAS ESCORTING - GATWICK

JOB DETAILS

Service Delivery Manager - Overseas Escorting Salary - £34,000 Hours - Monday-Friday The position will be responsible for the service delivery of the Care & Custody Escorting Services contract ensuring consistent service delivery in line with contractual and budgetary requirements, company policies and procedures and all relevant Home Office standards. Provide advice, coaching and support to staff in order to maximise the efficient and effective operation of the service delivery.

Responsibilities:

• Contribute to improving a culture within OSE where people are respected and valued, treated with dignity, developed and recognised so that a safe, inclusive and forward looking environment is created and maintained. • Lead by example and champion C&C’s commitment to Health and Safety, LiveSafe initiative and continuous improvement within OSE. • To contribute to the delivery of the Care & Custody Escorting Services contract ensuring consistent service delivery in line with contractual and budgetary requirements, company policies and procedures and all relevant Home Office standards. • To ensure compliance with contractual, Home Office, and Care & Custody Escorting Services, legislative and relevant standards to ensure performance and best practice are effectively managed, maintained and improved. • Provide advice, coaching and support to staff in order to maximise the efficient and effective operation of the Overseas Escorting group.

Main Duties:

• Motivate, encourage and coach the team to ensure company values and vision, policies and procedures and contractual standards are met at all times. • Contribute on the overall performance and service delivery aspects of OSE. • Support the operational day to day management of the OSE team. • Liaise with the Data Analytics team to review, analyse and report on relevant OSE data in order to drive up performance, improve operational efficiency and minimise service credits. • Continuously review with the Area Manager (performance) on contractual and operational performance , focusing on achievable and realistic outcomes which incrementally improve the way we operate and support contractual outcomes. • In consultation with the Area Manager Overseas (Performance) develop suitable systems and processes to ensure the consistent improvement of the Overseas operation. Reviewing the allocation of employee resources within OSE. Hours worked to ensure we maximize best value at all times. • Develop a climate of innovation and continuous improvement so that all staff are focussed on meeting contractual requirements, adding value and delivering best practice. • Provide support and advice to the Area Manager Overseas ( Performance) to ensure quality standards are met in compliance with relevant legislation. • Assist in the production of the monthly Overseas Escorting report ensuring all key information is accurately recorded and reported to the Home Office client. • Coach and support staff development to maximise staff performance, motivation and contribution. • Liaise with the Home Office & relevant stakeholders to ensure best value is achieved in relation to scheduled & charter flights whilst meeting the needs and welfare of employees and detainees. • Contribute in the positive recognition of OSE and contribute to the employee recognition scheme to ensure good work is properly acknowledged and rewarded. • Support the financial and commercial aspects of OSE to ensure all company targets are met. • Communication is essential when liaising with internal and external stakeholders. • In partnership with the Area Manager Overseas (Performance) establishes a clear strategy across all areas thereby improving performance in the short, medium and long term. • Devise an audit calendar in consultation with the Escorting Services audit and compliance team to ensure base line compliance across all areas of OSE business. • Educate staff in their understanding of the contract and the execution of their duties in compliance with the requirement of that contract. • Manage contractual specifications to ensure they are an integral part of management decisions and actions, in order to maintain contractual compliance. Qualifications Significant experience at a managerial level within a relevant operational environment is essential. Analytical, data analysis and performance experience is essential. Additional Information Health and Safety responsibilities: • Follow Group and company policies and procedures at all times; • Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment; • Use all work equipment and personal PPE properly and in accordance with training received; • Report any issues or training needs to your Line manager and /or via your divisional incident reporting system; Information Security: • Ensure compliance with information security procedures in all activities; • Proactively identify and report security risks to your manager; • Report actual and suspected security incidents

REQUIREMENTS