Senior Service Management Supervisor

Aragon Direct Services Contract Type:
Full time Location:
Peterborough

General

Purpose:

To supervise a multi discipline team to deliver high quality customer focused services, across areas such as passenger transport, building cleaning, catering and other soft facilities management.

Working within the Service Management supervisory team, directing and overseeing team members to ensure daily operations align with the vision of the Company, and its standards. Strictly adhere to deadlines by communicating expectations to team members, setting goals, motivating team members, and disciplining where necessary. Overseeing the customer service aspect of the department and stepping in when a customer is unhappy with the outcome of an interaction with a team member.

Promoting the goals of the company and department on a daily basis with each employee, while optimising and improving the bottom line of the Company. Managing staff, including performance, providing feedback where necessary and reporting team strengths and weaknesses to management.

To work closely with the Head of Service and to deputise in their absence.

To confidently attend meetings or discussions relating to the operations of the Service Management Department either with the Head of Service or alone, if required.

Key Deliverables:

• Work with and guide other Service Management Supervisors to manage the day-to-day operation of all relevant service streams ensuring a safe, healthy, friendly, positive, customer and employee focused environment, ensuring services are as efficient and effective as possible
• Proactively manage health and safety
• To actively assist the Head of Service with the achievement of all budget targets by ensuring all works are correctly costed/charged and by correct stock control and maintenance.
• Ensure all operations follow safeguarding policy and procedure to maintain the safest possible environment for customers
• Work with and guide other Service Management Supervisors to ensure efficient cost-effective staff rota are in place with suitably qualified and trained staff, ensuring full compliance with the Working Time Directive.
• To ensure the Service Management supervisory team is working efficiently, effectively, and following all Company policies and procedures; and to challenge/manage non-compliance.
• Ensure all daily records and logs are accurately maintained, including any incident, near misses and accident reports reported via the Health and Safety on-line system
• To carry out compliance and monitoring of employees and operations across all service streams.
• To support the Transport Manager and the Head of Service with the legal operation of the Passenger Transport service stream.
• Work with other Service Management Supervisors to ensure staff are recruited in a timely manner (in line with Safer Recruitment policy), onboarded successfully and closely managed and supported through their probation period and beyond.
• To monitor, manage and mentor other Service Management Supervisors and staff to perform at their best, but where needed be responsible for managing poor performance, and investigate potential disciplinary actions
• To contribute to the development of the service through ideas, 121’s and PDR process etc.
• To work the necessary shift patterns to ensure the service is appropriately staffed at all times
• Any other duties as assigned

Requirements:

• Experience of supervising or managing a team (E)
• Experience of working in a service delivery customer focused environment (E)
• Experience of delivery high quality services which meet customer needs (E)
• Experience of working across multiple sites (D)
• Ability to quickly learn new skills (E)
• Ability to brief/train/mentor groups of staff confidently (up to 40 at one time) (E)
• Good working knowledge of Microsoft Office (E)
• Confident communicator, face to face with clients as well as over the telephone (E)
• Knowledge of great staff management (E)
• GCSEs C grade or above (or equivalent) in English and Maths (E)
• An enhanced DBS check (E)
• A full valid driving license or ability to easily get to all facilities (E)
• Category D or unrestricted D1 driving qualification, or willingness to learn and pass test within 26 weeks…