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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