Seasonal Staff and Customer Support Supervisor

2 weeks ago

Blackpool, United Kingdom Blackpool Transport Services Ltd Full time

Overview:
Due to the ever-demanding workload, we have an exciting opportunity for two individuals to assist and support the current Staff & Customer Support Supervisors on the Tram and Bus network throughout the busy 2023 season. The position is until 31 December 2023.

Duties will include supporting the Staff and Customer Support Team in achieving the departmental and business plan with a heavy focus on Anti-Social Behaviour. You will go above and beyond for all of our customer’s and ensure they have the best possible experience on and off our vehicles. You will make sure that aims and objectives of the National Bus Strategy are met and that our employee’s have the support they need whilst out in service.

This position is based on a 37-hour week working shifts with flexibility to meet the demands of the business. The salary for this role is £28,500 p.a. and full training will be given. Applicants must have completed their probationary period and held a PCV or Tram licence for at least 12 months.

Selection for interview will be based on a matrix which will consider all aspects of conduct, along with evaluation against the person specification.

**Responsibilities**:
Provide pro-active and inspirational leadership across Operations engaging with customers and staff.

Work in partnership with the Customer Experience Department to create and implement initiatives and process improvements to enhance the drivers and customer experience.

Ensure internal and external communication around employee engagement and new products is consulted timely and effective.

Undertake other tasks on request from the Operations Managers, Heads of Department and Company’s Directors, which correspond to the post holders experience and skills.

Ensure that services run in accordance with registered particulars. Resolve problems to ensure service is maintained in accordance with those registrations.

Attend and deal with accident incidents and liaise with internal and external parties as appropriate.

Take proactive action to ensure that operational staff can deliver the services as advertised.

Report where problems exist in the provision of service and recommend solutions.

Ensure that a high standard of operation is maintained at all times in terms of service reliability, punctuality, presentation of staff and customer care in order to maximise the Company’s service revenues.

Assist in the delivery of service of bus networks.

Ensure that sufficient checks take place on the Company’s bus services to minimise driver and passenger fraud.

Monitor accidents and incidents and suggest ways of reducing such occurrences.

Attend events and implement diversions and suggest alternative route to maintain reliability of services.

To work in the Depot Office undertaking Operation Supervisor duties at Rigby Road when required on a sickness and holiday cover basis and business needs.

To ensure run out and run in of services at Rigby Road are compliant

Ensure that all industry and health and safety legislation is adhered to and that priority is given to the safety of the customers, passengers and staff as well as members of the general public at all times.

Qualifications:
**Requirement**

**Essential/**

**Desirable**

**(E or D)**

**How Assessed**

**(s) - used for short listing**

**1. **Education/Qualifications/Knowledge**

Knowledge of industry best practice, legislation and company strategy around customer and employee

Leadership Qualification to a minimum L3 or willing to work towards it.

DEInterview (s)- CV**2. **Aptitudes and Skills**

Excellent written communication skills

Excellent verbal communication and consultation skills

Excellent planning and organisational skills

Good computer literacy and ability to use several packages

Knowledge of channels and tools available to improve internal communications

EEDDD-
- Interview-
- CV/InterviewInterview**3.**
**Personal Attributes**

Customer focused in delivery of all services.

A proactive and enthusiastic people manager.

Able to seek out new relationships and work collaboratively to drive change and progress. Confident in dealing with stakeholders at all levels.

Decisive, able to resolve issue pragmatically and quickly.

Committed to continuous personal development and knowledge acquisition.

Motivated and flexible approach to support business transition and change management processes.
- EDEEEE-
InterviewInterviewInterviewInterviewInterview**4. **Circumstances**

Flexible and dynamic approach to work and hours.

EInterview**5. **Equal opportunities**

Commitment to equal opportunities in both employment and service delivery.

EInterview

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