Service Delivery Supervisor (Transport)

  • Location: Thirsk
  • Hours: 40 per week
  • Salary: Competitive

Yorwaste is looking for a Supervisor to join their established Service Delivery team based in Thirsk.

Acting as a first point of contact for transport planners, drivers and loaders, we are looking for a driven and enthusiastic leader looking for the next step in their career. The post-holder must have a strong focus on customer service both internally and externally, with a desire to drive continuous improvement in every aspect of the role.

The Service Delivery Supervisor will support the Service Delivery Manager with the smooth running of the Service Delivery Team. They will focus on the existing team, keeping motivation levels high, developing both personal and team growth opportunities, and ensuring all customer-facing employees are fully trained to provide an excellent service.

The Supervisor will be responsible for ensuring job expectations of the team are clearly communicated; planning, monitoring and appraising job results; coaching and counselling employees; developing,

co-ordinating and enforcing systems, policies, procedures and productivity standards.

All employees must be fully compliant with Health & Safety rules and regulations at all times, and maintain a safe, secure, and legal work environment.

 Benefits:

  • Free on-site car parking
  • Kitchen / break room facilities
  • Pension scheme
  • Increased annual leave with service
  • Ongoing career development
  • Cycle to work scheme
  • Access to other employee benefits and discounts
  • Employee Assistance Programme

MAIN PURPOSE OF JOB 

The Service Delivery Supervisor will maintain and support the Service Delivery Manager with the smooth running of the Service Delivery Team. They will support focus on the existing team, keeping motivation levels high, developing both personal and team growth opportunities, and ensuring all customer-facing employees are fully trained to provide an excellent service.

The Supervisor will be responsible for ensuring job expectations of the team are clearly communicated; planning, monitoring and appraising job results; coaching and counselling employees; developing, co-ordinating and enforcing systems, policies, procedures and productivity standards.

All employees must be fully compliant with Health & Safety rules and regulations at all times, and will maintain a safe, secure, and legal work environment.

CORE RESPONSIBILITIES, TASKS & DUTIES

Help the Service Delivery Manager develop and manage the Service Delivery Team

Ensure all daily tasks are completed accurately and in a timely fashion

Ensure all customers are being serviced on time, to schedule

To manage staff holiday requests, always ensuring adequate cover within the department

To be the first point of contact for planners, drivers and loaders, escalating where necessary to Service Delivery Manager

To respond to any incident or accident by firstly reporting as necessary, and by then carrying out  an initial investigation

Keep accurate records of discussions or correspondence with staff

Analyse statistics or other data to determine the level of customer service Yorwaste is delivering

Assist the Service Delivery Manager with assessments on an ongoing basis of the standards applied by the Service Delivery Team

Help the Service Delivery Manager establish & maintain personal & training and drivers hours records

Undertake regular appraisals with the team

Lead on continuous improvement of systems and procedures

Any other reasonable duties that the Company may require

CONTACTS & RELATIONSHIPS

Internal:

The post holder will form part of the Service Delivery team. They will have regular contact with employees at all levels across the business in both a formal and informal capacity. The post holder will need to develop key relationships with the Service Delivery Manager and team. These relationships will focus on the service we offer to our customer base, the compliance of our people and finally the utilisation of our fleet.

External:

The post holder will have regular contact with our customer base, stakeholders and 3rd party partners including, contractors, regulatory authorities and specialists to support the operational functions and deliver the requirements of the company needs.

KNOWLEDGE, SKILLS & BEHAVIOURS

Customer service experience

Excellent communication skills

Excellent time management and prioritising skills

 

Closing date: 22nd October 2021

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    As North Yorkshire’s largest waste management provider, we operate a fleet of vehicles travelling across God’s Own County, working between our network of transfer stations, our Household Waste Recycling Centres and our customer’s sites.

    The Transport Office manages the day-to-day organisation of our fleet through the allocation and basic routing, planning and scheduling of vehicles, ensuring the best service to our customers while maintaining employee engagement and health, safety and environmental standards.

    If you are a team player who is at home behind the wheel or working within a transport setting, and want to play a key role in the safe movement and management of the County’s waste, then check out our vacancies here.

    In return we can offer you:

    • Comprehensive Training and Development
    • Full PPE Provided
    • Award-Winning Health & Safety Culture
    • Clean and safe working and rest facilities
    • A supportive working environment, including Employee Representatives, Mental Health Advocates and an Employee Assistance Programme.

    We continue to invest to deliver a range of waste reuse, recycling, and disposal options to meet the requirements of our customers.

    Sandy Boyle, Managing Director
    Yorwaste waste management drivers in lorry