Operational Support Manager

Location: Gloucester

40 hours per week, Monday to Friday.

We are looking for an Operational Support Manager to join our growing team at NSL Ltd, part of Marston Holdings. In this role you will be responsible for ensuring quality standards and contractual KPIs are monitored and achieved across all parking service areas. You will report directly to the Client Account Manager and support operational teams by analysing performance data, identifying areas for improvement, and implementing strategies to enhance service delivery.

Responsibilities

• Monitoring operational compliance and quality standards across all service areas.
• Ensuring contractual KPIs and targets are achieved.
• Analysing operational and Business Intelligence data to identify trends and performance improvements.
• Supporting the development of Compliance and Performance Improvement Plans.
• Monitoring PCN cancellation rates and identifying areas to minimise operational error.
• Producing daily, weekly and monthly performance reports.
• Working with Learning & Development teams to identify training needs and support operational improvement.
• Supporting Supervisors and operational teams to ensure expectations are clearly understood.
• Leading quality reviews and improvement meetings with the client.
• Tracking customer satisfaction results and operational performance trends.

Qualifications

• Strong knowledge of the Traffic Management Act 2004 and parking legislation.
• Experience working within parking services, highways, or local authority environments.
• Strong analytical and problem‑solving skills.
• Excellent knowledge of Microsoft Office applications including Excel and PowerPoint.
• Ability to manage multiple projects and meet tight deadlines.
• Strong written and verbal communication skills.
• Ability to work independently and support operational teams.

If you have experience in parking services, operational performance, or compliance monitoring, and are looking for your next challenge, we would love to hear from you!

New starters will be subject to clearance through the Disclosure and Barring Service (DBS). In addition, the post holder is expected to keep the Company updated if their personal circumstances change.

We are an equal‑opportunity employer and will consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people on merit and passion for creating better outcomes, and we’re committed to an inclusive environment for all employees.

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