Head of Operations

Head of Operations

NCP are currently recruiting for a Head of Operations to drive efficiencies and maximise profitability through leading from the front and managing the operation through a series of specific targets and objectives, generating new business and developing existing business opportunities across the area.

NCP is the market leading and most recognised car park provider in the UK. They run over 500 car parks in town and city centres, airports and railway stations. Their clients include institutional, corporate and private landlords as well as local authorities and NHS trusts. With an annual turnover of around £250m they serve more than 60 million customers a year and sell parking at almost all UK airports and operate car parks at six leading airports.

The parking landscape has seen huge changes in the last decade and will continue to see innovations that transform the customer journey. It is no longer simply about manning car parks; it`s about engaging with customers throughout their journey, from the very first step to their last.

And NCP is leading the way. As technologies evolve, it offers greater opportunities to create the parking experience of today, tomorrow and the future.

Head of Operations – Role Responsibilities

– Achieves objectives by engaging and coaching the team and actively involving them in decision making;
– Develop and maintain an effective communications network for the regional teams, through coaching, regular team meetings and briefing sessions
– Develop and maintain strong relations with the Customer Contact Centre
– Oversee and where appropriate, recruit and induct new colleagues
– Proactively identify development opportunities

– Prioritise Customer Service within the business, ensure that a first class customer service experience is delivered every time a customer parks with us.
– Instigate negotiations with Customers to ensure deals are right for the business maximising potential EBITDA performance.
– Ensure primary customer service standards are delivered through the customer facing car park equipment and by building strong links with the Customer Contact Centre.
– Develop and maintain good relations with all relevant regulatory authorities and local businesses.
– Understand local activity forging strong working relationships with all local businesses
– Consult with colleagues to recommend actions that will avoid customer complaints.
– Apply problem solving skills to deal with customer issues on a timely basis
– Assist with the development and maintenance of an effective communications network for customers and clients

– Complete weekly trading reviews
– Ensure car parks meet company standards
– Ensure compliance with relevant quality and management standards
– Develop and maintain the agreed operational processes
– Monitor all aspects of the performance of the car parks through the management information provided, including overtime, absence, staff hours and other controllable costs

Use the management information available to develop and maintain processes to ensure:

– Parking control equipment and systems operate as directed by the Customer Contact Centre
– The front line teams are completing the prescribed maintenance on parking control equipment and following maintenance schedules
– All outstanding maintenance issues are reported to the Customer Contact Centre
– Ensure the regional teams work within the Company procedures at all times.
– Ensure car parks achieve/exceed budgeted turnover and operating profit.

– Work with the regional team to implement successful marketing and promotional initiatives to increase sales and maximise income opportunities.
– Develop new business opportunities, reviewing competitor activity
– Monitor objectives within the region ensuring delivery of the strategic plan.
– Annually propose and agree on provisional budgets for the designated car parks
– Effectively manage wage costs within budgeted costs.
– Proactively manage and reduce aged debt.

Head of Operations – The Ideal Candidate

– Familiarity with the local area and the social and economic factors affecting the sites.
– An excellent understanding of area P&L`s across a number of sites.
– Commercially aware with strong financial and analytical skills.
– Experienced in leading and managing a team across an Area.
– Experience of managing a mechanically technological driven operation.
– Experience of prioritising workloads in a fast changing work environment.
– Experience in a customer facing environment.
– Experience in managing, supporting and developing others.
– Experience in managing a diverse workforce remotely.
– Experience in collating and using management information to deliver business objectives.
– Experience of identifying sales opportunities and developing business through active selling.
– Ability to introduce a strategy and drive it through to its completion at all levels in the Business Unit.
– Ability to demonstrate flexibility in deployment and evolving business needs and reliability of service.
– Willingness to commit to personal development.
– Identify problems and take corrective action while prioritising areas workload.
– Customer/client focused whilst ensuring the durability of the car park operation.
– Strong sales negotiation skills with a proactive and inventive approach.
– Full UK driving licence.
– Excellent IT skills