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Control Tower Supervisor

Employer
Undisclosed Company
Location
Stockport, Greater Manchester
Salary
Up to £12.19 per hour
Closing date
26 Nov 2020

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Sector
Oil and Gas
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Our Client, the UK's largest gas network are seeking an experienced Control Tower Supervisor to support their Stockport team. The role is paying £12.19 per hour, working 40 hours per week, and is a temporary ongoing position.

Job Purpose

To Manage the provision of transport and inventory services by planning and implementing agreed strategies and procedures related to the control tower to ensure improvement in scheduled service and performance whilst managing control tower costs.

Provide reliable and secure scheduling service to the field operation with full end to end visibility of status, progress and reporting. Responsible for the compliance of the vehicle fleet in conjunction with the o licence holder.

System and process administrative experts who are able to train, coach and monitor performance.

Responsibilities

Operate office systems and equipment, process documents, maintain accurate records and access information within Customer Operations

Direct

  • Work within and promote the philosophy of safe team working
  • Actively demonstrate and promote the Cadent values and positively contribute to a customer-oriented approach
  • Coach support and assist in the on-day training delivery to a general team
  • Monitoring team performance
  • Support in resolution of queries/complaints
  • Inbound/outbound calling & liaising with customers
  • Liaise with various stakeholders
  • Provide basic day-to-day guidance and advice to team
  • Prepares statistical and management information to assist in the delivery of Customer Performance objectives
  • Actively promote Performance Excellence techniques and coach the team in using this skill
  • Identification and co-ordination of training needs, assisting in the design and delivery
  • Monitor and manage Cadent social media channels
  • Monitor adherence to process
  • Actively contribute towards continuous improvements

Indirect

  • Identifying and highlighting productivity issues
  • Provide insight into team capability

Knowledge and Experience

Previous experience of working within a customer centric environment. Preferably, two-year experience at Administration Assistant level.

Knowledge:

  • Understanding of Cadent key business areas
  • In depth knowledge of the wider business and their responsibilities
  • Confident in managing escalated calls
  • Letter writing capability
  • Impact of communications via external sites to Cadent reputation
  • Knowledge of Transport planning and software application i.e. Microlise, Microsoft Office or equivalent

Experience:

  • Must be conversant in the use of coaching and mentoring techniques
  • Effective communication skills
  • Qualifying and probing for information to ensure high quality customer interactions
  • Objection handling, ability to apply objection handling techniques
  • Adaptability and flexibility, ability to change priorities quickly in response to business demands
  • Providing supervisory support to mobile team
  • Utilising Performance Excellence tools and techniques

Technical Know How:

  • High standard of keyboard skills
  • Competent in the use of standard desktop packages.
  • CRM Competent
  • Telephony systems
  • Social Media monitoring
  • SAP PM

Main Interfaces

  • Scheduling and Dispatch teams
  • Gas Distribution Networks
  • Cadent business partners
  • Operations
  • Management
  • Suppliers
  • Gas Safe Engineers
  • Emergency Services
  • Highway Authorities
  • Local Authorities
  • Local political leadership
  • Public relations

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