As an Operations Supervisor you will:
- Ensure the safe, punctual, reliable, and cost-effective delivery of services by managing the flow of drivers and vehicles out of depot, along route and back into depot.
- Identify and resolve day to day operational issues, including with schedules, allocations, vehicle performance and drivers.
- Provide updates and escalating key issues or concerns to the wider management team.
- Engage front line colleagues though effective communication, active listening, and recognition.
JOB DESCRIPTION
- Forward planning on-the-day service requirements through to end-of-day and future days, including covering on the day absence.
- Monitor and pro-actively manage service punctuality and availability, using systems highlighted in the systems matrices.
- Support driver queries in a timely manner and oversee driver reporting.
- Ensure accurate capture and recording of drivers’ hours, duties, and attendance in the DAS GUI system.
- Maintain accurate records for all aspects of operational standards and performance.
- Analyse and manage information and systems, to proactively to ensure continuous improvement of service performance.
- Deal with telephone queries and support the satisfactory resolution of customer queries.
- Ensure a comprehensive hand-over and coordination across shifts.
- Manage the collection of cash from depots in line with company procedures.
- Live input of lost/additional mileage when dealing with unexpected events (for example, breakdowns)
- Ensure depot equipment is logged and maintained and that sufficient stock is available, including ticket machines, driver equipment, cash machines, and ticket rolls etc.
- Carry out investigations of incidents and prepare reports detailing findings and recommendations.
- Work alongside depot operational and engineering team members, fostering excellent working relationships to effectively manage all aspects of on time performance, including vehicle allocation, breakdowns, and changeovers.
- Ensure an effective working relationship with recognised trade union representatives and officials.
- Other duties commensurate with the role as may be deemed appropriate by the line manager.
PERSON SPECIFICATION
Knowledge and experience requirements
- High motivation to achieve stretching targets concerning service delivery and allocation efficiency.
- Ability to manage and coordinate people and activity to maximise performance.
- Strong written and verbal communication skills.
- Effective listener with the ability to empathise and treat others with respect.
- Ability to use own initiative to resolve issues.
- Computer literate with the willingness to embrace new technology.
- Ability to write reports and emails clearly and precisely.
- Ability to effectively assess situations quickly and to react appropriately when under pressure.
- Excellent knowledge of relevant legislation, regulations, performance indicators and company procedures and agreements relating to service delivery.
- Good knowledge of the local network.
- GDPR training will be provided to the successful candidate.
Behaviour requirements
- Information seeker – regularly assess information and data; looking inside and outside the organisation for ways to improve.
- Ideas generator – value fresh thinking and develop innovative ideas to drive the business forward.
- Flexible thinker – consider business challenges from different perspectives, considering the views of others.
- Effective communicator – communicate with others in clear, concise, and engaging ways, while being unafraid to challenge practices, behaviour, or ways of doing things.
- Collaborative team worker – value others’ contributions, encouraging teamwork and collaboration.
- Active influencer – build long-term relationships to develop mutually beneficial networks.
- People developer – create a learning and development environment where people can fulfil their potential.
- Confidence inspirer – adopt a positive attitude and builds confidence in others.
- Trust builder – achieve results through building relationships based on treating people with respect and dignity.
- Action enabler – make things happen; being accountable for delivering results especially during times of change.
- Continuous improver – look to improve performance through better measurement and evaluation.
- Customer champion – keep the organisation one step ahead of the customer.
Key safety responsibilities
- Acting in a manner as to ensure the health, safety, welfare, environment and fire safety of yourself and others in the organisation, as well as any customers, clients, and visitors.
- Ensuring that you and any guests to any company premises understand emergency and evacuation arrangements.
- Ensuring your working environment is maintained in a safe and tidy condition.
- Acting proactively in identifying any unsafe practices or safety risks in the organisation and reporting these through the appropriate channels.
- Ensuring adherence to all relevant company and Go-Ahead group company policies and procedures.
Hours
How to apply
At GNW, we are a Disability Confident employer and are committed to providing reasonable adjustments throughout the recruitment process. If you require any adjustments, please let us know so we can arrange these, where possible.
