Car Park Operations Team Leader - Victoria Centre, Nottingham

• Purpose of the Role
• Reporting to the Commercial Manager.
• Lead and manage the transactional and operational aspects of the daily car parking business, ensuring efficient operation and revenue optimisation.
• Accountable for supporting and delivering the car park sales and operational strategy, maximising profitability, occupancy and customer satisfaction across all parking products and services.
• Monitor, analyse and report on car park performance, identifying trends, opportunities and risks, and implementing initiatives to drive revenue growth and operational improvements.
• Manage season pass accounts, permits, validations and customer enquiries, ensuring all processes are administered accurately and efficiently.
• Accountable for the day-to-day delivery of car park operations, ensuring required standards are achieved, maintained and continuously improved in line with the centre's vision and objectives.
• Act as the key representative for the car park operation, maintaining exemplary communication with customers, retailers, contractors and team members whilst championing exceptional service delivery throughout Victoria Centre.
• Ensure a high standard of customer service is consistently delivered to all car park users, providing assistance, direction and support whilst proactively resolving customer concerns and complaints.
• Build and maintain effective relationships with key stakeholders, including retailers, contractors, local authorities and external partners, to support the successful operation of the car park business.
• Liaise with car park equipment contractors and service providers to ensure equipment is maintained, faults are resolved promptly and service level agreements are achieved.
• Utilise gathered data and reporting platforms, including WPS and other business systems, to identify opportunities that enhance the customer experience and contribute to commercial growth.
• Support the delivery of centre-wide commercial initiatives, promotions and events where these impact the car parking operation.
• Deliver feedback to departmental managers daily, or as required, regarding operational performance, customer feedback, incidents and emerging issues.
• From time to time, additional hours may be required, demonstrating flexibility regarding shift patterns, including weekends, peak trading periods and key centre events.
• Understand crisis management procedures and form part of the centre's emergency response team, supporting the Centre Management Team during major incidents and emergency situations.
• Maintain safe working practices in accordance with the Health and Safety at Work Act, company policies and all relevant legislation.
• Ensure compliance with all car park operational procedures, financial controls, data protection requirements and centre policies.
• Undertake any additional duties or responsibilities as requested by the Line Manager or Management Team, appropriate to the role.
• Work collaboratively as part of the wider centre management and operational team, contributing positively to business objectives.
• Communicate effectively with colleagues and management, providing constructive feedback and identifying opportunities for service and operational improvements.
• Attend all required training, meetings and development activities, taking responsibility for maintaining the knowledge, skills and competencies required for the role.
• Key Responsibilities

The main elements of the role are as follows:

• Oversee the day-to-day operation of the car park, ensuring a safe, efficient and profitable operation whilst delivering an excellent customer experience.
• Take ownership of car park performance, monitoring occupancy, revenue, customer trends and operational data to identify opportunities for growth and continuous improvement.
• Ensure quality control procedures are in place, regularly reviewed and consistently monitored to maintain the highest operational and customer service standards.
• Drive and maintain exceptional customer service standards, ensuring all customers receive professional, proactive and courteous assistance at all times.
• Lead, manage and develop the car park team, ensuring world-class customer service delivery, effective problem solving, high levels of engagement and accountability across the operation.
• Ensure all car park equipment, systems and infrastructure remain operational and fit for purpose, liaising with contractors and service providers to resolve faults promptly and minimise disruption.
• Continually review operational processes and ways of working, identifying efficiencies, cost-saving opportunities and initiatives that improve revenue, service standards and customer satisfaction.
• Support the delivery of commercial objectives by maximising revenue opportunities across all parking products, permits, season passes and ancillary services.
• Ensure all team members are appropriately trained, competent and compliant in all aspects of their role, including the use of equipment, systems, customer service standards and health and safety requirements.
• Monitor ticket machines, payment equipment and associated systems to ensure they remain fully operational, adequately stocked and maintained, whilst ensuring all required documentation and administrative processes are completed accurately.
• Manage customer enquiries, complaints and escalated issues, ensuring timely resolution and identifying recurring themes to improve service delivery.
• Produce and maintain accurate operational records, reports and performance data, providing feedback and recommendations to the Commercial Manager as required.
• Build and maintain positive working relationships with retailers, contractors and internal stakeholders to support the smooth operation of the centre.
• Support centre events, promotional activity and operational projects where required, ensuring the car park operation continues to meet business and customer needs.
• Be aware of and comply with the company's Health & Safety Policy, carrying out all duties in accordance with company procedures, legal requirements and industry best practice.
• Actively promote a safe working environment and ensure all accidents, incidents, hazards and near misses are reported and managed in accordance with company policy.
• Skills, Knowledge and Experience
• Essential
• Demonstrable experience in delivering exceptional customer service, with a strong customer-focused approach and a commitment to service excellence.
• Previous experience in a supervisory, team leader or management role, with the ability to motivate, develop and manage teams to achieve operational and commercial objectives.
• High level of integrity, professionalism and accountability.
• Excellent communication and presentation skills, with the ability to engage, influence and motivate colleagues, customers and stakeholders at all levels.
• Strong analytical skills with experience of interpreting operational and commercial data, identifying trends and producing accurate reports to support decision-making.
• Excellent attention to detail and the ability to produce high-quality written and verbal communications.
• Proven ability to establish credibility and build effective working relationships through strong people management and interpersonal skills.
• Ability to work effectively under pressure, prioritise competing demands and make sound decisions in a fast-paced environment.
• Strong problem-solving skills with the ability to identify practical solutions and drive continuous improvement.
• Good understanding of health and safety responsibilities and safe working practices.
• Competent user of Microsoft Office applications, particularly Excel, Word and Outlook.
• Desirable
• Experience within a car park operation, retail, leisure, hospitality or customer-facing environment.
• Flexible and adaptable approach to work, with the ability to remain calm and professional under pressure.
• Experience of revenue management, budgeting or identifying commercial opportunities to improve business performance.
• Experience of working with reporting systems and operational management software.
• Ability to champion and support business change, projects and operational initiatives.
• Advanced report-writing, presentation and data analysis skills.
• Ability to work independently, use initiative and take ownership of operational performance and decision-making.
• Knowledge of parking management systems, payment technologies or customer service platforms.
• * Experience managing contractors and external service providers.
• Working Hours - Rolling rota 5 out of 7 including weekends

Salary - £31,802

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