Operations Supervisor

1 week ago

Hayes, Greater London, United Kingdom STM Group Full time
Are you looking for a new challenge, working in a rewarding and fast paced environment?

Are you looking to work within the railway industry and have passion for customer service?

Look no further as STM are recruiting for an experienced and customer focussed Supervisor to join our team.

This is an excellent opportunity for you to work on the East section of the prestigious Elizebeth line and develop your career within the Customer service and rail industries, for a leading and national, facilities management company.

Continuous training, development and support will be provided in order for you to have a fantastic career with STM Group (UK) Ltd.

-
All applicants must hold a full manual drivers licence, be in possession of an SIA licence and have the ability to travel the east section of the Elizabeth Line from Straford to Shenfield._

Role Overview:

To supervise and lead a team of multi funciational staff which duties heavily involve exceptional customer service as well as a strong dedication and awareness to health and safety procedures.

The Operations Supervisor will report into the Operations Manager and tasks will be assigned in line with the clients KPI's and operational requirements.


Key requirements for the role

  • Experience within the Railway industry would be an advantage but not essential as training will be provided.
  • Ability to be flexible for shift patterns, work weekends, evenings and bank holidays.
  • A valid SIA license is required (non-negotiable).
  • To have a full clean valid UK manual Driving License and hold it for at least 2 years (non negotiable).
  • Proficient IT skills are required including microsoft office.
  • Basic understanding of HR, disciplinary and investigation meetings.

Core duties and responsibilities can be broken down as follows:


  • Operational_
  • Daily responsibility of checking rotas, ensuring all sites are staffed in accordance with client requirements. This will include follow up with lateness and covering short notice unavailability, should there be any, ensuring there are no lost minutes.
  • Collate, analyse, understand and display data in pre-agreed reporting formats to display to client and management. Action any downward trends.
  • Ensure that Quality Performance Regime (QPR) requirements are met by staff when conducting visits, ensuring that staff performance is monitored and PIPs are put in place where staff do not perform to the required standard.
  • Monitor and ensure that staff are dressed in the correct uniform and that their appearance reflects the standards of STM and MTR at all times.
  • Effective time keeping of staff and yourself (Absence management in general).
  • Ensure that the MTR and STM discplinary policies are up held and appropriate actin taken when these have been breached by staff.
  • Station visits to all stations at least once every shift ensuring compliance with KPIs and AIs. These visits must be constructive and effective and be used to monitor service levels and compliance.
  • Rostering/Scheduling and shift management outside of contract scheduler working hours to cover sickness, lateness, blowouts etc.
  • The formulation and upkeep of the rosters for the MTR EL contract ensuring that all leave/sickness/absenteeism is monitored and adjustments made accordingly to the roster and that they are sent to head office in order for STM systems to be updated.
  • Investigation of any incidents or other investigatory tasks that are issued by Operations Manager or senior management.
  • Provide support to the staff on the ground and provide them with constant training to maintain a high standard of service delivery to the client.
  • Submission of daily reports as required by the Operations manager.
  • Ensure that the Health and Safety policies are adhered to at all times by yourself and staff.
  • Ensure that any equipment issued to staff is well maintained and in good working order. Checking staff standards and specifications are met.
  • Reporting generally in terms of everything observed - hazards, faults, activities etc
  • Producing a daily written summary of the above - to a prescribed template (key activities, maintenance issues, incidents or exceptions etc)
  • To carry out STM conduct and capability procedure where appropriate for all levels of staff (to include investigations, hearings etc).
  • Within your area of responsibility ensure that all aspects of the business are being managed on an efficient and cost effective basis, ensuring costs fall within STM company budgets.
  • Assignment Instructions to be updated with the most current information and policies.
  • Checking all site documentation is completed, kept updated and filed on site.
  • Analysing and reconciling hours worked against rostered hours, to ensure total hours fall within agreed scheduled hours per site and that these are not exceeded. Sign logs as checked.
  • Coaching, mentoring, management and support for the

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