Title:
Quality, Standards & Systems Manager Job type:
Permanent Reporting to:
Head of Sites Operations About the job:
Work with the Machinery Coordinator to understand the machinery and training needs for the Sites Network developing a sustainable and evolving machinery training program. Develop and deliver a quality assurance system. Support the Site Operational team working with the relevant Stakeholders. Work with the Soft Services Coordinator to understand all systems, operating procedures, guest services and training needs for the Sites Network and work closely and effectively with other departments within the Club, acting as the internal business lead. Key Tasks/Accountabilities:
Oversees the day to day operation of the Travelink & System Support team Oversees the day to day duties of the Machinery and Soft Services Coordinator. Working closely with the Site Operations Manager to ensure all areas of the office support needs are met within their remit Work with the relevant stakeholders to understand any forthcoming promotions for the site network and develop appropriate communications, processes and training modules to deliver in the relevant medium with the Site Network Review the Site Network training needs to develop a continuously improving training programme for the site network in Machinery, System, Procedures and Services With the support of HR, develop and improve training programmes for all site staff, to include induction, refresher training and continual improvements in all areas With the support of the HR team deliver annual training events Working with the Site Operations System Support & Travelink team to have a full working knowledge of the Travelink system and how the Site Teams use it to enable the ongoing development of a Travelink training program and relevant material Review all training programs for the Site Network, developing a consistent training programme for all ASMs for both machinery and soft services With the support of the Machinery Co-ordinator and Soft Service Coordinator develop and oversee the assessment and sign off program for all relevant Site Staff Develop, manage and maintain a refresher program for all Site Managers for machinery and soft services training, to include monitoring of all standards and consistency of delivery at site level Develop and embed a quality monitoring system for the Site Network to enable the wider business to understand the year on year improvements and consistency of service delivery Develop annual budgets for all training events, seasonal training and assessments for the areas under their responsibility. Deliver training modules as agreed at training events, on site and via other agreed mediums as and when required Disseminate information gathered at meetings amongst the relevant teams/departments within Head Office, management groups and the Sites Network as required. Responsible for delivering regular and ad hoc, clear, concise and accurate communications & training sessions to the Sites Network, working with other departments to ensure messaging is appropriate and timely. Act as a conduit for feedback from Sites Network to Head Office. Work with the Service Delivery Team during planned or unplanned system outages and patching events. Responsible for ensuring site staff are fully briefed and supported, and for liaison between site staff and technical teams Work collaboratively and when necessary provide direction to the HR team in the delivery of products, services and systems to Site Network as required Work with the Head of Sites Operations to agree annual objectives for the team, ensuring they align with the Clubs key focuses Facilitate regular OpenBlends/appraisals with direct reports, agreeing and reviewing individual performance, objectives and personal development in line with Club Strategy. Take ownership of own and team’s personal development, learning and maintaining an up to date knowledge of processes, procedures and systems necessary to carry out the role. Manage, lead, motivate, develop and support direct reports to ensure agreed objectives and targets are achieved by the office team. Fostering close team-working and cohesion to ensure continuity of service and maximum efficiency. Work with the HR team to recruit, select, interview and induct new starters within the wider team. Essential Skills & Experience Required:
Experience of developing and delivering quality monitoring and auditing systems Able to make and implement strategic decisions taking account of all operational aspects Ability to work closely with a range of colleagues including senior management to achieve Club objectives Competence in project delivery Experience of motivating and leading a multi-level team structure Proven track record of managing teams within a member focused environment, using appropriate processes and procedures Experience of liaising with internal/external partners and third party suppliers Experience of delivering training sessions and the best practice principles for sustainable learning Ability to maintain effectiveness within a changing environment To hold a clean driving licence and have the ability to work across the UK, including overnight stays and weekends. Desirable Skills and Experience:
Knowledge of systems and processes including SAP, PMS and GSuite Knowledge of machinery and soft services skills The Caravan and Motorhome Club is committed to employing a diverse workforce. All applications are treated equally and we recruit purely on the basis of skills and experience. We know our greatest strength is our people, so differences are celebrated, and we strive to create an environment where colleagues feel respected and valued for their unique potential. Apply now
To apply for this role just send your up-to-date CV and a covering letter to our Head Office recruitment team. You'll enjoy lots of benefits working at our head office. Check out why it's great to work at the Club Call our HR team for more information about working for the Club 01342 778 304 (Head office vacancies) 01342 336 788 (Sites vacancies - Monday, Tuesday or Friday only)
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Quality, Standards & Systems Manager Job type:
Permanent Reporting to:
Head of Sites Operations About the job:
Work with the Machinery Coordinator to understand the machinery and training needs for the Sites Network developing a sustainable and evolving machinery training program. Develop and deliver a quality assurance system. Support the Site Operational team working with the relevant Stakeholders. Work with the Soft Services Coordinator to understand all systems, operating procedures, guest services and training needs for the Sites Network and work closely and effectively with other departments within the Club, acting as the internal business lead. Key Tasks/Accountabilities:
Oversees the day to day operation of the Travelink & System Support team Oversees the day to day duties of the Machinery and Soft Services Coordinator. Working closely with the Site Operations Manager to ensure all areas of the office support needs are met within their remit Work with the relevant stakeholders to understand any forthcoming promotions for the site network and develop appropriate communications, processes and training modules to deliver in the relevant medium with the Site Network Review the Site Network training needs to develop a continuously improving training programme for the site network in Machinery, System, Procedures and Services With the support of HR, develop and improve training programmes for all site staff, to include induction, refresher training and continual improvements in all areas With the support of the HR team deliver annual training events Working with the Site Operations System Support & Travelink team to have a full working knowledge of the Travelink system and how the Site Teams use it to enable the ongoing development of a Travelink training program and relevant material Review all training programs for the Site Network, developing a consistent training programme for all ASMs for both machinery and soft services With the support of the Machinery Co-ordinator and Soft Service Coordinator develop and oversee the assessment and sign off program for all relevant Site Staff Develop, manage and maintain a refresher program for all Site Managers for machinery and soft services training, to include monitoring of all standards and consistency of delivery at site level Develop and embed a quality monitoring system for the Site Network to enable the wider business to understand the year on year improvements and consistency of service delivery Develop annual budgets for all training events, seasonal training and assessments for the areas under their responsibility. Deliver training modules as agreed at training events, on site and via other agreed mediums as and when required Disseminate information gathered at meetings amongst the relevant teams/departments within Head Office, management groups and the Sites Network as required. Responsible for delivering regular and ad hoc, clear, concise and accurate communications & training sessions to the Sites Network, working with other departments to ensure messaging is appropriate and timely. Act as a conduit for feedback from Sites Network to Head Office. Work with the Service Delivery Team during planned or unplanned system outages and patching events. Responsible for ensuring site staff are fully briefed and supported, and for liaison between site staff and technical teams Work collaboratively and when necessary provide direction to the HR team in the delivery of products, services and systems to Site Network as required Work with the Head of Sites Operations to agree annual objectives for the team, ensuring they align with the Clubs key focuses Facilitate regular OpenBlends/appraisals with direct reports, agreeing and reviewing individual performance, objectives and personal development in line with Club Strategy. Take ownership of own and team’s personal development, learning and maintaining an up to date knowledge of processes, procedures and systems necessary to carry out the role. Manage, lead, motivate, develop and support direct reports to ensure agreed objectives and targets are achieved by the office team. Fostering close team-working and cohesion to ensure continuity of service and maximum efficiency. Work with the HR team to recruit, select, interview and induct new starters within the wider team. Essential Skills & Experience Required:
Experience of developing and delivering quality monitoring and auditing systems Able to make and implement strategic decisions taking account of all operational aspects Ability to work closely with a range of colleagues including senior management to achieve Club objectives Competence in project delivery Experience of motivating and leading a multi-level team structure Proven track record of managing teams within a member focused environment, using appropriate processes and procedures Experience of liaising with internal/external partners and third party suppliers Experience of delivering training sessions and the best practice principles for sustainable learning Ability to maintain effectiveness within a changing environment To hold a clean driving licence and have the ability to work across the UK, including overnight stays and weekends. Desirable Skills and Experience:
Knowledge of systems and processes including SAP, PMS and GSuite Knowledge of machinery and soft services skills The Caravan and Motorhome Club is committed to employing a diverse workforce. All applications are treated equally and we recruit purely on the basis of skills and experience. We know our greatest strength is our people, so differences are celebrated, and we strive to create an environment where colleagues feel respected and valued for their unique potential. Apply now
To apply for this role just send your up-to-date CV and a covering letter to our Head Office recruitment team. You'll enjoy lots of benefits working at our head office. Check out why it's great to work at the Club Call our HR team for more information about working for the Club 01342 778 304 (Head office vacancies) 01342 336 788 (Sites vacancies - Monday, Tuesday or Friday only)
#J-18808-Ljbffr
