Service Team Manager

Job content

Salary:£48,454 up to £50,000 depending on experience

Contract Type:Permanent

We are the UK’s aviation regulator and recognised as a world leader in its field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment.

The Role

The CAA are looking for a Team Manager to join our Shared Service Centre, based in Gatwick.

The Shared Service Centre (SSC) provides our customers with a single point of contact for customers requiring multiple services from us such as: pilots and engineer licenses, certificates of airworthiness, UAS (Unmanned Aircraft Systems) and resolution of queries.

This is an exciting role where you will be leading a team of specialists to optimise productivity, quality and service delivery.

Ensuring the services are safety focused and conducted in line with agreed service standards and associated regulation. This will be achieved through the management, motivation, development and strong leadership of the team.

Key responsibilities:

• Ensure appropriate action is taken to maintain agreed service levels of operation
• Develop standardised processes ensuring team members are following ‘one best way’
• supported by instructions and training materials
• Establish a culture of continuous improvement demonstrated through a plan of improvement opportunities for staff engagement, quality, cost and delivery performance.
• Work with and support Centre Desk in producing appropriate MI, and ensuring it reflects actual performance
• Act as a primary point of contact for capability areas and stakeholders on operational issues and concerns

About You

We’re seeking an experienced Team Manager who preferably has led a team within a Shared Service environment along with:

Previous experience of engaging with, motivating, and proactively developing a team

Continuous improvement techniques and experience

You would be comfortable with data from a range of sources with a keen eye for detail and able to interpret data to ensure it is up to date and accurate

A sense of drive to have the best performing team and to be continuously looking for improvements to the current level of performance

A broad understanding of the Aviation industry is an advantage but not necessary

What Can We Offer You?

This is an opportunity to join a dynamic management team with varied levels of skills and knowledge. The Shared Service Centre is a fast-paced environment where we continually change priorities to meet business needs. This role is an excellent opportunity for a flexible and self-motivated individual to develop and apply their management experience.

Additional Information

Given the impact of Covid-19, it’s likely that you will work remotely to begin with as we plan for a return to work within the government guidelines.

Working With Us

We offer a range of fantastic benefits such as flexible working arrangements, free onsite gym at Gatwick, discounted gym membership for London, 28 days annual leave, additional 5 days leave purchase scheme, a generous pension scheme and much more!

Wherever possible, we offer flexible and variable working hours to help our people effectively manage all areas of their lives. We are an equal opportunity employer and actively encourage applications from candidates of all backgrounds.

As a member of the Disability Confident scheme, applicants who meet the minimum criteria for a role with us will be guaranteed an interview. We use fair and inclusive selection approaches to hire the best person for the job based on merit alone. If you require an adjustment for any reason, please let us know.

Closing Date: 20th July 2021

Interview Date: Early August 2021

Please note that due to the current Covid-19 situation, all interviews will be conducted online by video conference using Microsoft Teams.

No recruitment agencies please.