HPC Lead Supervisor

Somerset Passenger Solutions are currently looking for a Lead Supervisor to work onsite at HPC. You will be responsible for ensuring even distribution and rotation of workloads within the team, whilst working closely and providing necessary support and assistant to drivers and supervisors to maintain exceptional standards of customer service.

Duties include:

• To be responsible for managing all activities within SPS locations and HPC
• To supervise and manage colleagues within your location
• Ensure that any allocation anomalies are updated and report any serious issues to the Duty Manager for further investigation
• Ensure any changes to vehicle allocation are updated on U-Track
• Aim to resolve passenger issues and realign services in line with the project
• Ensure that there is clear and effective communication between all employees and customers
• Allocate employees duties and annual leave via the duty allocation system
• To ensure correct processes are followed after an accident and prior to a bus being put back into service
• Work closely with the Duty Manager on rotas and to ensure that there is adequate staff coverage
• To ensure full and correct handovers between all shifts
• To be a champion for all safety and security policies and challenge any behaviours that are deemed unacceptable with both colleagues and passengers
• To ensure all allocated ad hoc duties are completed in a timely manner and updated on the appropriate duty card
• To provide adequate cover for a Duty Manager in the event of absence or annual leave
• Ensure engineering vehicle movements are carried out in a timely manner

 Safety and Security 

• To follow and be a champion of health & safety and security guidelines and procedures at all times, whilst ensuring drivers comply with the expected standards and leading by example
• To ensure that appropriate personal protective equipment (PPE) is worn in appropriate areas
• To ensure that speed limits are observed at all times
• To be responsible for the health, safety, security, welfare, and environmental arrangements for yourself, customers and colleagues. This includes attendance at safety briefings and training as required, and fully understanding emergency evacuation plans including Harold routes
• To ensure all safety accidents/incidents are reported using the Company’s reporting procedure.
• To ensure compliance with the rules governing driving hours and rest periods for PCV/PSV drivers (Domestic and EC Rules) and the Working Time Directive
• Complete checks that ensure all drivers hold valid CPC cards and licences

 Customer Service

• To provide exceptional customer service at all times
• To always behave in a friendly and professional way to customers and colleagues and to ensure our values are demonstrated at all times
• Manage and investigate any customer complaints and actively look to resolve

 Key tasks:

• Update Control Logs as required
• To drive (if required) the Company’s vehicles in a safe, legal and professional way
• To be an advocate and champion of our Project Values and take every opportunity to demonstrate them
• Manage and support the bus stand areas as required, including dealing with passenger queries, managing queues and ensuring social distancing is adhered to
• To ensure that all buses are released from the parking areas in line with the driver’s duty and in good time to meet key performance indicators (KPI)
• To ensure that there is an accurate record of passenger numbers upon arrival, allocation and departure of buses to the bus stand area
• To ensure that all incoming buses are banked into bus parking bays or onto the allocated stands ready for departures
• To ensure the safe loading of passengers onto the correct buses and ensuring that bus movements are carried out safely and effectively
• To supervise driver activities across all areas

Reporting and Communications:

To report all safety, security, driving and customer service incidences to the line manager as soon as possible

• To report all incidents on the road, likely to affect coach services, to the Operations Team, examples would be road closures, accidents, emergencies and highway repairs
• To keep up to date with road closures, diversions, special events or changes to conditions which may affect transport services by reading notices, attending briefings etc.

 Development:

• To attend essential training as required to fulfil the role, e.g. Health & Safety training
• To undertake personal development as required via learning courses, annual performance reviews etc
• Assist with Type Training for new drivers, (supporting new drivers in becoming familiar with different types of vehicles) and Route Learning.

Qualifications/ knowledge

Essential skills:

• Health and safety knowledge
• Banksman trained (training can be provided)

Desirable skills:

• PCV licence holder
• Driving licence
• First aid trained
• CSCS (training can be provided)

Skills and Experience

Essential skills:

• Experience in delivering a high level of customer service and dealing with customer complaints
• Good understanding of IT
• Supervisory experience

Desirable:

• Management experience