Location
Gloucester
This role works 40 hours per week, Monday to Friday.
Role Overview
Operational Support Manager at NSL Ltd, part of Marston Holdings. Within this role you will be responsible for ensuring quality standards and contractual KPIs are monitored and achieved across all parking service areas. Reporting directly to the Client Account Manager, you will support operational teams by analysing performance data, identifying areas for improvement, and implementing strategies to enhance service delivery. You will also support Supervisors and operational teams to ensure full understanding of client expectations, while driving a continuous improvement culture across the contract.
Duties Include
- 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
What Are We Looking For
- 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 deadlinesStrong written and verbal communication skills
- Ability to work independently and support operational teams
We are an equal opportunity employer, which means we 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 based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.
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