Regional Control Centre Supervisor

Reports To

Operations Manager

Salary

The starting salary will be £22,907 (plus up to 20% shift allowance). This is a 24/7 service operating 365 days per year, therefore this role is expected to work on one of tow rotating shift patterns, both of which include weekends. The current shift patterns are either double day shift, which excludes nights and attracts and 12.5% shift allowance or the 24/7 shift, which includes nights and attracts a shift allowance of 20%.

Impact of Jobholder

The Regional Control Centre Supervisor is classed as a safety critical role due to the nature of the working environment on the motorway network and dealing with road users.

Key Objectives of the Role

• To monitor and manage the performance of a team of Regional Control Centre Operators against objectives, targets and key performance measures. Providing assistance or advice to team members as required and taking corrective action including disciplinary where necessary.

Main Responsibilities

• To recruit and train staff, developing the capability of the team so that they demonstrate the required competencies, behaviours, knowledge and personal attributeds and to carry out personal development reviews, identify training needs and communicate these needs to the relevant training contact.
• Assist management or undertake the planning of the staff rota as necessary to ensure that the correct RCC staffing levels are maintained.
• Take responsibility for the welfare and health and safety of the team, including the management of sickness and other absence in line with Highways Agency's policy, adherence to health and safety legislation and ensure that briefing and de-briefing takes place as required.
• Ensure that all relevant records- data, video, alarms, conversations, actions etc- are archived for future examination.
• To establish and develop effective working relationships with key stakeholders: the Police, other emergency services, the incident Support Units and the rest of the Highways Agency.
• Provide managment informaiton reports as necessary.
• Contribute to the improvement of RCC performance, including initiatives to improve RCC standards, protocols and operating procedures.
• Maintina an advanced knowledge and understanding of complex technology in a busy environment, ensuring that faults are reported to the appropriate sources as quickly as possible.
• Manage customer complaints.
• Attend legal proceedings to give evidence as a witness or expert.
• Have a full working knowledge of all operator duties and responsibilities and be able to undertake the operator role when required for planned or emergency situations.

Personal Specification

Eligibility Criteria

• 7 years' supervisory experience in a customer focused environment.

OR

• 5 O Levels/GCSEs (or equivalent).
• 3 years' customer focused experience and 1 year supervisory experience.

AND

• 3 years' demonstrable driving experience.
• Hold a valid driving licence for 3 years with a maximum of 3 points on your licence (at the time of sending in your application.

Essential Criteria

• Basic radio operation and diction (basic skill required with supplementary on the job training provided).
• Listening and recording information accurately.

Competencies

• Working with people.
• Customer focus.
• Communicating and influencing.
• Problem solving and decision making.
• Working under pressure.