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To be responsible for supervising municipal operations and delivering service level agreements /targets within the Contract. Working under the direction of the Service Delivery Manager for the planning, control, quality and supervision of staff and contract resources including vehicles, equipment, hired plant and subcontractor's. 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? 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 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 culture and values Represent values and act as a personal role model in driving adherence to core procedures, policies and systems 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; LGV Licence Digital Tacho Card Valid CPC Card
Operations Assistant Manager Competitive salary based on experience Chessington Service Centre KT9 1HF Full time - 40 hours per week Job purpose: The Assistant Operations Manager is required to lead a proactive and effective team in delivering contractual requirements and delivering business improvements and efficiencies linked to agreed objectives. Support the Regional Manager in improving productivity, operational control, customer relationships and service levels. Work with other senior colleagues to develop business opportunities and plans to achieve and exceed these. Key responsibilities and accountabilities: Operational: Managing the overall operation ensuring agreed targets/objectives are achieved in line with business and customer requirements. Perform as the Senior Manager within the specified operation with decision-making authority commercially, financially, and operationally. Support the Regional Manager in developing effective control of agreed critical business outcomes. Utilise skill, knowledge, and experience to track, trend and anticipate financial challenges and lead on early implementation of solution strategies. Take responsibility and lead in implementation of new contractual requirements. Monitoring the key operational activities and generate and implement solutions for improvement where necessary. Establish and maintain appropriate systems for measuring necessary aspects of operational management and development. Identify best practices and ensure these are effectively communicated and implemented. Support and provide feedback for operational review meetings. Effective management of centre assets, including operational equipment, vehicles, stores, and security equipment. Ensure that maximum use is made of all IT systems in coordinating and supporting the organisation. People: In line with business goals - agree, monitor, and review objectives of operational team lead in the centre. Assist the Regional Manager in developing effectiveness of the business support team. Ensure employee development through training, coaching, and appraisal process. Maintain an environment of continuous improvement. Ensure staff turnover and absence levels are kept to a minimum by providing effective leadership and motivational guidance. Manage employee performance or conduct issues in compliance with the company disciplinary procedures. Foster an open and honest communication, together with clear engagement with team of business objectives and requirements. Develop a team-work approach for setting and achieving objectives and problem resolution. Financial: Effective and efficient management of centre funds to reduce costs, maximize rate of return and meet service requirements. Monitor activities in allocating resources to deliver services in the most efficient and cost-effective manner. Auditing monthly Management Information and preparing reports for senior management and contract partners. Customer: Ensure accurate and timely information for contact review meetings and any information requested by our customers. Participate in contractual and customer meetings and reviews as necessary to obtain and develop information and procedures to enhance the productivity of the operation. Ensure resolution and adherence to any agreed actions. Build strong relationships with suppliers and contract partners to ensure best price and optimum service is achieved. Compliance: Accountability for site's compliance to Company Health & Safety, GDPR, Quality and Environmental standards and ensure they are adhered to, and they are continuously improved. Ensure Company policies and procedures are adhered to, as well as ensuring there is compliance with legislative requirements and there is promotion of a fair and equitable workplace. Manage with accordance to disciplinary procedures when this does not occur. Accountabilities as described are not exhaustive and additional reasonable activities not listed may be expected as per managerial instruction - in line with capabilities and skill set. Due to the nature of the role, you will be fully responsible for the contract within your area. This may be subject to change in line with retention of existing contracts and the tendering and acquiring of new contracts. Skills and Qualifications: Proven leadership abilities, setting examples of desired behaviours and values, resolving conflicts, motivating, and developing others to achieve business objectives. Decision making skills - dealing with employees, management, or customers. The ability to make hard fast decisions that affect the company. Self-driven, results-oriented with a positive outlook, and a clear focus on high quality and business profit. Effective time management skills will be essential. Customer service experience and skills. The ability to work with minimal supervision