Duty Manager

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Why Work for OCS?

✅Award-Winning Employer: Ranked 36th on Glassdoor’s Best Companies to Work For 2025 — we value and motivate our people.

🚀Digital Learning: The OCS Academy offers digital courses and resources to help you build skills and grow your career.

🙂 Retail Perks With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.

📝Professional Growth: 600+ live learners across UK&I — Empowering colleagues with further development and qualifications!

💰Flexible Pay: Access a portion of earned wages before payday with our Wagestream App! (Contract Specific)

Working pattern: Monday to Friday - 8 hours per day, flexible start and finish time as the operation starts from 6am but the core hours are 9am to 5pm. 

As part of your role, your key responsibilities will include, but are not limited to:

• Manage the day-to-day operational activities of the Aviation team across multiple Heathrow Airport sites (approx. 5 locations), ensuring smooth and efficient service delivery
• Provide leadership and support to a large, diverse team of approximately 169 colleagues, including VIP teams, Health & Safety Compliance Manager, Admin Support, Assistant Managers, Duty Managers, Property & Logistics teams, Supervisors, Porters and Cleaners
• Support and guide management teams, assisting them in effectively leading their own teams and maintaining high performance standards
  Maintain staff discipline, managing investigations, grievances and disciplinary processes in line with OCS policies and Airport Authority regulations
• Ensure compliance with company standards, including uniform, Health & Safety (IOSH aligned), and operational procedures
• Oversee the deployment of staff to ensure optimal utilisation of labour in line with daily demand and forecasts
• Ensure all equipment and vehicles are maintained in safe and proper working order
• Complete operational reports, maintain logs and handovers accurately and in a timely manner
• Maintain accurate training records and identify ongoing training needs for all roles including Movement Controllers, Team Leaders, Supervisors, Drivers and Customer Care Agents
• Ensure all team members are fully trained and compliant with Safe Systems of Work
• Carry out regular site walks across all Heathrow locations to assess performance, engagement and operational standards
• Conduct team briefings and communication sessions in line with site requirements
• Hold appraisal meetings and support ongoing performance development and training initiatives
• Ensure all operational and administrative documentation supports accurate billing and commercial performance
• Travel between Heathrow sites as required to support operations and team management
• Provide occasional support at Gatwick Airport, primarily for investigations or grievance matters

The ideal candidate should meet the following criteria:

• Must have Right to Work in the UK
• You will be required to pass pre-employment screening, including 5 years of employee reference checking
• Demonstrable management experience operating within a similar service sector environment (essential)
• Proven track record in delivering effective customer service whilst maintaining appropriate operating margins (essential)
• Proven experience managing large, diverse teams in fast-paced operational environments (essential)
• Experience handling employee relations matters such as investigations and disciplinaries (essential)
• Ability to deliver high levels of customer service while maintaining operational efficiency and commercial performance (essential)
• Strong working knowledge of Health & Safety practices (IOSH qualification required or willingness to obtain)
• Flexible and adaptable approach, with willingness to travel across multiple sites and adjust working hours where required
• Aviation experience is not essential due to the varied nature of the sites