Assistant Service Delivery Manager

ASSISTANT SERVICE DELIVERY MANAGER - £40,000.00 PA
JOB DESCRIPTION
Job Title: Assistant Service Delivery Manager- Street Cleansing & Grounds
Department: Waltham Forest Depot Contract
Reporting to: To assist in the management and development of Street Cleansing and Grounds Maintenance in line with the Contract and Methods Statements.
Key Responsibilities: Urbaser is proud to deliver a broad range of waste and environmental services to residents and businesses in the Waltham Forest Bourgh Council.
Overview:
Our teams work round the clock, seven days a week to provide an adaptable, professional and reliable operation all year-round and ensure the expectations of residents, workers, and visitors are exceeded every day.
What is the purpose of this role?
Responsible for the comprehensive management of a team of waste collection crews including drivers and loaders operating throughout the London Borough of Waltham Forest.
Working alongside a Service Delivery Manager (Waste and Recycling) and (Parks and Grounds) to ensure the effective, compliant, efficient, and safe delivery of the service that the council provides including but not limited to Domestic Refuse, Recycling, Garden Waste, Clinical, Trade Waste and Parks and Grounds maintenance. To be responsible for managing operations and delivering revenue targets within the Contract.
What makes this role unique?
Because we help deliver vital public and regulated services across the Borough, the work we do has a huge impact on the community we serve.
You will typically be responsible to manage a headcount of people.
What will this role involve?
Main Accountabilities
* Operational Management
* People Management
* Customer Service
* Service Development
Customer
* Deliver the contractual and implied obligations to our customers
* Actively manage customer engagement and satisfaction to achieve measurable
* improvements in both and achieve incremental growth
Financial:
• Deliver the agreed margin and revenue through sustainable, continuous improvement and
• Efficiency utilising productivity data, where available
• Deliver targeted organic growth within the business area through effective planning and
• Strong client relationships
Safety and Operations:
• Deliver a safe, efficient and effective service achieving targeted productivity, KPI and safety
• Performance
• Develop and implement a culture of safe operations which is never compromised
Key Tasks:
• Develop, coach and resource the team to meet the future requirements of the business area and support the development of staff for Urbaser’s future pipeline requirements and improve performance of your people
• Organise, engage and manage the resources within the team to deliver and improve service,
• Engage the team and reinforce Urbaser’s culture and values
• Represent Urbaser’s values and act as a personal role model in driving adherence to core
Procedures, policies and systems:
• Day to Day operational responsibility for the delivery of Street Cleansing and Grounds Maintenance schedules within the Borough, ensuring that all services are staffed and operational.
• Responsible for enforcement of Road transport law including daily driver checks, defect reporting and rectification, Tachographs where applicable, and driver’s hours EU and Domestic as required and vehicle overweight compliance.
• Forward planning and organisation of staff, plant, containers, bags and all equipment.
• Plan duty rotas to ensure maximum efficiency and use of resources, including bank holiday schedules and special events.
• Carry out and maintain/update route and task specific Risk Assessments and Safe Working Procedures.
• Carry out scheduled and ad hoc crew Health and Safety audits to ensure operational compliance in terms of policies, practices and procedures
• Undertake the delivery of internal training within the service as appropriate (Reversing assistant, new starter, Manual Handling, Risk Assessments etc).
• Undertake managerial role over a weekend, on a rota basis, to ensure that Parks and Environmental Services that operate outside of Monday to Friday hours operate effectively and are resourced to ensure the safe and effective delivery of service
• Responsible for handling employee relations matters e.g. grievance, disciplinaries, sickness, welfare etc within service responsibility in accordance with service guidelines and corporate policies.
• Responsible for workforce planning within areas of responsibility together with ensuring effective appraisals, and employee development takes place.
• Responsible for the recruitment of employees within the team.
• Provide cover for the other Operations Manager
• Responsible for effective three-way communication with Waste and Recycling and Street Cleansing departments and other service colleagues
Customer Service:
• Deals with complaints associated with service responsibilities in accordance with the
Council’s complaints procedure;
• Liaises with the Council’s Customer Services Unit;
• Liaises with customers verbally and in writing on a wide range of service issues.
Service Development:
• Works closely with the other Operations Managers to deliver efficiencies and economies of
• Scale. Participates in corporate/service projects as required.
• Work with Waste/Recycling and Street Cleansing Managers to identify areas of improvement and or efficiencies including the development of IT systems to maintain a high quality efficient, compliant and safe service.
General:
• Undertake any other duties as required commensurate with the role
• To be the successful applicant, you will have managed budgets for an operational service business area
• Ability to understand, implement and challenge commercial contracts
• Managed client relationships
• Demonstrates ability to implement and meet targets within a single contract
• Has a clear understanding of contract and related market dynamics
• Experience of working within an agreed budget
• Understanding of relevant health and safety guidelines
• Demonstrates developed communication, relationship management and influencing skills
• Able to implement and support a customer-centric approach
• Able to safely manage, develop and motivate a team, including proactive management of poor performance
Demonstrates resilience:
The ability to demonstrate skill and knowledge of managing costs and maximising value of contracts through efficiencies, effective resource planning and working closely with support teams such as Commercial, Finance, HSEQ and HR, will assist you greatly at interview stage.
• To be fully conversant with the day-to-day functions of the Specification of the contract and each individual aspect of the operation
• Organise daily tasks of all operatives arranging crew sizes and allocating vehicles, plant & materials to ensure contract compliance.
• Complete daily resource sheet and informing Operations Manager of any problems.
• Ensure that all staff completes accurately, all relevant documentation– e.g. driver defect reports, work sheets, time sheets, drivers hours and any additional work instructions.
• Maintain high standards of contractor/client liaison, verbal, written or by e-mail.
• Inspect work activities as per the Inspection regime, monitor standards and recommend/implement actions for improving/achieving service levels to comply with the contract. Complete Inspection reports and maintain appropriate records.
• To ensure that the Health & Safety of the company’s employees is in line with current policy & procedures.
• Carry out Toolbox talks as required in line with the monthly schedule. Ensure all crew members are accounted for and documentation signed and completed. Devise an action plan to capture those members either on Holiday or absent from work when they return.
• Carry out Monthly gate checks in line with Company Policy.
• At the end of a working day carry out a full De brief with all Operational crews identifying all aspects of the day’s work. To include reporting of near misses
• Ensure that any missed bins that are reported, are successfully completed within the time
• Allowed signed off and returned to the council.
• Ensure full use of In-cab devices by all operational drivers. To include all contaminated and non-presentations are recorded. Arrange for training to be undertaken, for those in need to use the In-cab device correctly.
• To instruct new and existing employees to ensure the correct and safe methods of work are used. To resolve and re-instruct staff following Inspection of Work.
• Deal with staff grievances, misconduct and discipline within the scope of the Company guidelines.
• Keep a record of completed schedules as per the requirement of the contract.
• Nominate staff for development training and ensure that the correct blend of skills is maintained across the contracts. Undertake responsibilities for Health & Safety as required by the company. This is to include Health and Safety Monitoring and activity reporting
• Supervise all service changes to ensure smooth implementation to the client satisfaction.
• To work evenings and weekends as required and respond to emergency call outs
• To assist the company with its corporate Objectives as published on the company’s web site
• To maintain all records and systems for the effective operation of the contract and compliance with BSI awards.
Essential characteristics:
• To be the successful applicant, you will have managed an operational service business area.
• Ability to understand, implement and challenge operational service delivery
• Managed employee relationships
• Demonstrates ability to implement and meet targets within a single contract
• Has a clear understanding of operational related method statements of work
• Understanding of relevant health and safety guidelines
• Demonstrates developed communication, relationship management and influencing skills
• Able to implement and support a customer-centric approach
• Able to safely manage, develop and motivate a team, including proactive management of poor performance
• Must be willing to assist with other Service sectors i.e. Street Cleansing and Grounds Maintenance.
• As directed within the scope of the department.
Key Skills characteristics:
• Basic computer skills.
• Good-timekeeping;
• Good customer service skills;
• Good communication skills including written word;
• Able to work in adverse weather conditions;
• The ability to work independently or as part of a team;
• Hold a valid clean UK driving licence, in the relevant category;
• Successful completion of an in-house driver assessment process that includes knowledge of the equipment and how it operates;
• The ability to inspect vehicles and recognise defects;
• Demonstrate acceptable levels of physical fitness;
The duties and responsibilities highlighted are indicative and may vary over time. The post holder will be expected to undertake other duties and responsibilities relevant to the nature, level and extent of the post and the grade that has been established on this basis.
Application deadline: Friday 16th August 2024

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