Operations Support Supervisor

Job Summary:

Support Supervisors are responsible for the efficient and effective management of all operational activities during the Mid/Night shift. This role acts as the primary point of contact for clients, engineers, and external agencies, ensuring seamless service delivery and timely resolution of issues. The Night Supervisor will maintain accurate records, prioritise tasks, and proactively address potential problems to minimize downtime and maximize productivity.

Key Responsibilities:

• Client Communication:
• Answer and manage incoming calls from clients, providing updates, responding to emergencies, and escalating issues as necessary.
• Maintain clear and professional communication with clients at all times.
• Job Management:
• Book in new jobs, ensuring accurate and complete information is recorded.
• Apply for delays on expiring jobs, adhering to contractual obligations and service level agreements (SLAs).
• Manage open faults, prioritising and assigning tasks to engineers for timely resolution.
• Book jobs within SLA requirements.
• Engineer Support & Management:
• Assist operatives with issues on site, providing guidance and support to resolve problems efficiently.
• Ensure engineers have full shifts and are effectively utilised.
• Track engineers' whereabouts, ensuring compliance with safety protocols and operational requirements.
• Documentation & Administration:
• Manage and maintain a comprehensive handover sheet, ensuring accurate and up-to-date information is transferred between shifts.
• Manage and monitor TfL inboxes, responding to emails and processing requests promptly.
• Maintain accurate records of all job activities, communications, and incidents.
• Logistics & Resource Management:
• Arrange for the procurement and delivery of materials as required.
• Proactively monitor and manage resources to ensure operational efficiency.

Required Skills & Experience:

• Proven experience in a supervisory or coordination role, preferably in a 24/7 operational environment.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Ability to work independently and as part of a team.
• Proficient in using computer systems and software applications.
• Knowledge of relevant industry regulations and safety standards.
• Ability to remain calm under pressure and handle emergency situations effectively.
• Experience in scheduling and dispatching workers.
• Experience with client management.