Operations Supervisor

Are you looking to take the next step up in your Customer Service career?

Are you looking to work within the railway industry?

Well, look no further as _STM are recruiting for an experienced customer service focussed Supervisor to join our team. This is an excellent opportunity for you to work on the new Elizebeth line with brand new stations across the West and develop your career within the Customer service industry for a leading, national security firm. With continuous training, development and support you can be assured that you will 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 west section of the Elizabeth Line from Acton Main Line to Taplow.**_

**Role Overview**:To manage a team of Customer services assistants and multi-functional staff and in accordance with established client specific performance targets as briefed by the Operations Manager.

The Supervisor reports to the Operations Manager in relation to their responsibilities and performance. The position will be based at client sites within the across the MTR network Elizebeth line, which may expand to further stations based on business needs. The Supervisor will maintain responsibility for specific goals and targets in accordance with the defined role.

**Key requirements for the role**

2. Experience within the Railway industry would be an advantage but not essential as training will be given.

3. Ability to be flexible for shift patterns, work weekends, evenings and bank holidays.

4. A valid SIA license is required.

5. To have a full clean valid UK manual Driving License and hold it for at least 2 years.

6. Must have can do attitude, drive and passion to succeed

7. Good IT skills are required

8. Basic understanding of HR, disciplinary and investigation meetings

**Core duties and responsibilities can be broken down as follows**:

- **Operational**_

1. Daily monitoring of the operation ensuring that the staff are posted correctly and that all allocated positions are manned according to requirements at all times.

2. Be responsible for collation and provision of all management reports which in the agreed format and follow up any action points to ensure implementation and achievement.

3. Ensure that QPR requirements are met by staff during visits and that staff performance is monitored and PIPs are put in place where staff do not perform to the required standards set out.

4. Monitoring of uniform standards and ensuring that staff are dressed in the correct uniform and that their appearance reflects the standards of STM and MTR at all times.

5. Effective time keeping of staff and yourself.

6. Responsible for the discipline of staff and any non-conformance to the Company rules and regulations or disciplinary code is dealt with immediately.

7. Station visits to all stations at least once every shift and ensuring compliance with KPIs and AIs. These visits must be constructive and effective and be used to monitor service levels and compliance.

8. Rostering/Scheduling and shift management outside of contract scheduler working hours to cover sickness, lateness, blowouts etc.

9. 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.

10. Investigation of any incidents or other investigatory tasks that are issued by Operations Manager or senior management.

11. 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.

12. Submission of daily reports as required by the Operations manager.

13. Ensure that the Health and Safety policies are adhered to at all times by yourself and staff.

14. Ensure that any equipment issued to staff is well maintained and in good working order. Checking staff standards and specifications are met.

15. Reporting generally in terms of everything observed - hazards, faults, activities etc

16. Producing a daily written summary of the above - to a prescribed template (key activities, maintenance issues, incidents or exceptions etc)

17. To carry out STM conduct and capability procedure where appropriate for all levels of staff (to include investigations, hearings etc).

18. 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.

20. Assignment Instructions to be updated with the most current information and policies.

21. Checking all site documentation is completed, kept updated and filed on site.

22. 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 ch