Team Leader

5 months ago

Watford, United Kingdom Herts Full time

Job title - Team Leader

Location -Chevron, Unit C, 2 Greycaine Road, Watford WD24 7GP

There has never been a better time to join our fantastic team

As a Team Leader you can expect the benefits from Chevron TM that come with being an employer of choice:
**Benefits**:

- Highly competitive salary
- 26 days holiday plus Bank Holidays
- Job Security
- Company Pension
- Employee Assistance Programme
- Access to our Internal Academy and Career Development
- Life Assurance with a range of other amazing benefits available through an app
- Paternity Leave - paid at full salary for 2 weeks
- Maternity Leave - paid at full salary for 3 months and /2 salary for a further 3 months
- Employee Discount
- Refer A Friend Scheme of £750
- Fill Your Boots Rewards - saving an average of £400 per yea

Who is Chevron Traffic Management?

In simple terms, Chevron Traffic Management is the company that sets up temporary road or lane closures, diversions routes or pedestrian walkways to keep road workers and road users safe while roadworks are underway. This involves putting out road cones, signage, temporary traffic lights, pedestrian crossings, and barriers. Our work is visible all over the country. The next time you are out and about and see roadworks, have a look at the signage. It is possible that Chevron Traffic Management put them there.

It is, of course, much more complicated than that. It involves consulting, planning, designing, estimating and liaising with our suppliers and our customers to ensure that our schemes are fit for purpose. It also involves innovation and technology so we can improve safety and help our industry to reduce our carbon footprint.

Traffic Management is a challenging industry, but we know that our work keeps people safe which makes it really rewarding. The people who work in Chevron TM make it fun

About the role and responsibilities of a Team Leader
- Effective and detailed administration, planning and organisation of the hire desk team with strong attention to detail and accuracy.
- Conduct Call handling training & techniques.
- Escalate any time sensitive challenges immediately to senior management for direction.
- Record, report, escalate and investigate all refused, missed and/or aborted traffic management orders to management.
- Orders aborted via site operatives must follow strict procedures and protocols prior to abort codes. Ensure these protocols and procedures are followed in full.
- Any refused orders must be prioritised and reported.
- Customer complaints must be recorded, investigated, and expedited with appropriate to the time sensitivity attached to each matter.
- Ensure all processes and procedures are followed to completion including escalation when required.
- Conduct Return to Work meetings.
- Monitor and control time and attendance of the Hire Desk team.
- Conduct team appraisals and support career conversations to help identify ongoing training requirements.
- Ensure operational resources are directed in an appropriate way to maximise productivity to achieve agreed service levels.
- Ensure detailed 'handovers' between shifts are conducted and any outstanding issues are logged, recorded and expedited.
- Working with managers and colleagues to ensure delivery of superior customer service.
- Lead, inspire and develop a team.
- Learn and operate the existing 'hire' software and be able to cover hire desk roles when necessary.
- Manage and resolve any customer escalations.
- Continue to identify and act upon opportunities to continuously improve processes.
- Hosting weekly team meetings and performance reports to your line manager. Populating staff performance summary sheets on a weekly basis
- Assist with business development and customer care development coaching.
- Assist with staff development plans to ensure appropriate training is given and maintained for all team members.
- Manage and prioritise customer requirements, using existing processes and procedures towards achieving Service Level Agreements (SLA).
- Encourage team input and own initiative to ensure SLAs are met.
- Support the Hire Office Manager to highlight operational areas for improvement.
- Lead and inspire the Hire Staff team to deliver excellent levels of individual/team performance and customer satisfaction.
- Support the Management Team to deliver business targets and objectives and create a performance orientated culture.
- Act as the communication conduit between Senior Management and the Hires Team.
- Work with the management team to identify and deliver positive change and business efficiencies.
- There will be other duties that you will be asked to perform on an ad hoc basis, typically to provide holiday cover in the absence of your colleagues. These duties may require operating from other Herts Traffic Management Ltd depots.
- To understand and comply with all health and safety principles and procedures.
- To Observe and acting on any health and safety issues without delay.
- To deal with all

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