Senior Service Management Supervisor

Peterborough Limited; Peterborough; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading facilities management company in the UK is seeking a General Supervisor to manage a multi-discipline team providing high-quality customer services. This role includes supervising operations in areas like passenger transport and building cleaning, driving team performance, and adhering to health and safety policies. Ideal candidates will have experience in team management, exceptional customer service skills, and relevant qualifications. The position offers a dynamic work environment with various responsibilities to enhance service delivery.

Qualifications

• Experience of supervising or managing a team.
• Experience of working in a service delivery customer focused environment.
• Experience of delivering high quality services which meet customer needs.
• Good working knowledge of Microsoft Office.

Responsibilities

• Supervise a multi-discipline team to deliver customer-focused services.
• Manage health and safety protocols across service areas.
• Oversee team performance and provide feedback.
• Assist in achieving budget targets and manage resources effectively.

Skills

Team management

Customer service skills

Communication

Leadership

Time management

Health and Safety knowledge

Flexibility

Education

GCSEs C grade or above in English and Maths

Management and Leadership qualification at Level 3 or above

Catering Hospitality qualification at Level 3 or above

Food Hygiene and Safety qualification

Tools

Microsoft Office

Job description

General Purpose

To supervise a multi discipline team to deliver high quality customer focused services, across areas such as passenger transport, building cleaning, catering and other soft facilities management. Working within the Service Management supervisory team, directing and overseeing team members to ensure daily operations align with the vision of the Company, and its standards. Strictly adhere to deadlines by communicating expectations to team members, setting goals, motivating team members, and disciplining where necessary. Overseeing the customer service aspect of the department and stepping in when a customer is unhappy with the outcome of an interaction with a team member. Promoting the goals of the company and department on a daily basis with each employee, while optimising and improving the bottom line of the Company. Managing staff, including performance, providing feedback where necessary and reporting team strengths and weaknesses to management. To work closely with the Head of Service and to deputise in their absence. To confidently attend meetings or discussions relating to the operations of the Service Management Department either with the Head of Service or alone, if required.

Key Deliverables

• Work with and guide other Service Management Supervisors to manage the day-to-day operation of all relevant service streams ensuring a safe, healthy, friendly, positive, customer and employee focused environment, ensuring services are as efficient and effective as possible
• Proactively manage health and safety
• To actively assist the Head of Service with the achievement of all budget targets by ensuring all works are correctly costed/charged and by correct stock control and maintenance.
• Ensure all operations follow safeguarding policy and procedure to maintain the safest possible environment for customers
• Work with and guide other Service Management Supervisors to ensure efficient cost-effective staff rotas are in place with suitably qualified and trained staff, ensuring full compliance with the Working Time Directive.
• To ensure the Service Management supervisory team is working efficiently, effectively, and following all Company policies and procedures; and to challenge/manage non-compliance.
• Ensure all daily records and logs are accurately maintained, including any incident, near misses and accident reports reported via the Health and Safety on-line system
• To carry out compliance and monitoring of employees and operations across all service streams.
• To support the Transport Manager and the Head of Service with the legal operation of the Passenger Transport service stream.
• Work with other Service Management Supervisors to ensure staff are recruited in a timely manner (in line with Safer Recruitment policy), onboarded successfully and closely managed and supported through their probation period and beyond.
• To monitor, manage and mentor other Service Management Supervisors and staff to perform at their best, but where needed be responsible for managing poor performance, and investigate potential disciplinary actions.
• To contribute to the development of the service through ideas, 121’s and PDR process etc.
• To work the necessary shift patterns to ensure the service is appropriately staffed at all times
• Any other duties as assigned

Requirements

• Experience of supervising or managing a team (E)
• Experience of working in a service delivery customer focused environment (E)
• Experience of delivery high quality services which meet customer needs (E)
• Experience of working across multiple sites (D)
• Ability to quickly learn new skills (E)
• Ability to brief/train/mentor groups of staff confidently (up to 40 at one time) (E)
• Good working knowledge of Microsoft Office (E)
• Confident communicator, face to face with clients as well as over the telephone (E)
• Knowledge of great staff management (E)
• GCSEs C grade or above (or equivalent) in English and Maths (E)
• An enhanced DBS check (E)
• A full valid driving license or ability to easily get to all facilities (E)
• Category D or unrestricted D1 driving qualification, or willingness to learn and pass test within 26 weeks supported by the company (D)
• Understand the importance of Health and Safety and its application (E)
• Understand of the importance of and commitment to Equalities and Diversity and its application (E)
• Qualification in Health and Safety management (D)
• Qualification in Management and Leadership at Level 3 or above (E)
• Qualification in Catering Hospitality at Level 3 or above (E)
• Qualification in Food Hygiene and Safety (E)
• Great Customer Service (E)
• Ability to manage own workload (E)
• Ability to manage multiple tasks and workstreams (E)
• Ability to thrive in an extremely busy environment (E)
• Effective interpersonal skills (E)
• To be team centred and extremely flexible (E)
• Excellent verbal and written communication skills (E)
• A positive can do/ hands -on attitude (E)
• A passion for delivering excellent service at all times (E)