Shift Supervisor

Position: Shift Supervisor

Reports to: Bridge Master / Office Manager

Responsible for: Bridge Attendants

Working Hours: 37 hours per week, normally Monday to Friday, with flexibility to provide emergency cover to shifts which may include Saturday, Sunday or Bank Holidays.

Basic Salary: £30,000+ depending on experience

The Clifton Suspension Bridge is owned and operated by the Clifton Suspension Bridge Trust. It is a Grade 1 listed structure and an icon for Bristol. The Clifton Suspension Bridge Trust is looking to appoint a Shift Supervisor to join our dedicated team. This role will involve supervising the Bridge Attendants who are customer facing and operate the toll barriers, monitor CCTV, and provide 24-hour support at the bridge, including dealing with incidents involving vulnerable people.

Job Summary

This is a new role supervising and supporting the 15 No. Bridge Attendants who provide 24-hour attendance at the bridge. This person will be responsible for preparing weekly rosters ensuring there is adequate daily cover, conducting regular debriefs with bridge attendants, resolving operational issues and ensuring a safe and productive work environment with excellent customer service. This person will be based at the Toll Houses or in the offices at the Clifton Suspension Bridge.

This person must be customer service orientated, be prepared to cover shifts where necessary and be able to resolve problems that may arise within the team or from members of the public in a calm and constructive way.

Key Responsibilities

• Supervise bridge attendants, ensuring they are supported and receive clear instructions and guidance. Conduct regular meetings and reviews e.g. individual staff reviews.
• Prepare the weekly duty roster for bridge attendants and arrange cover in the event of leave or sickness.
• Undertake shifts on a backfill basis where manning constraints and commitments dictate, which could include weekend, public holidays or night shifts (with overtime pay).
• Provide first and second line support for bridge attendants after an incident to check on their wellbeing and identify appropriate follow up support if necessary.
• Supervise Bridge Attendants whilst on shift to ensure they are adopting a consistent approach to the delivery of the services. Raise any concerns and provide further training if required.
• Conduct annual appraisals and manage sickness through back to work interviews, raising any serious concerns about performance or sickness absence, with the Office Manager.
• Ensure annual compulsory training is conducted in a timely fashion by all bridge attendants.
• Undertake fact finding investigations and interviews, and prepare written documentation, as directed by the Office Manager or Bridge Master.
• Ensure compliance with the Trust’s policies, operational procedures, and quality standards.
• Promote good working practices in accordance with policies and procedures.
• Understand where improvements/efficiencies can be made, recommend any changes to the Office Manager, and assist in the implementation of changes for approved areas.
• Deputise for the Bridge Master as required for incidents during sickness/holiday.
• Provide cover for the Admin Assistant during sickness or holiday.
• Help the Admin Assistant during busy periods to clear the back log of orders and emails, particularly following a weekend or bank holiday.
• Carry out minor maintenance as required.
• To undertake the duties as a competent person for all fire and security matters.
• To be a Fire Marshall and conduct weekly fire and safety checks.
• Involvement in the recruitment of future Bridge Attendants.
• Prepare and implement induction programs for all new bridge attendants.

In addition to these duties and responsibilities, the post holder will be required to undertake other duties as required and commensurate with the grade of the post.

Qualifications/Person Specification

Essential:

• GCSEs (or equivalent in English and Maths)
• Previous experience in a supervisory or team leader role.
• Excellent verbal and written communication
• People management skills
• Ability to remain calm and diffuse tense situations
• Willingness to work flexible hours (if having to cover a shift)
• Basic IT skills – experience of excel and word.
• Basic understanding of health and safety
• Experience of dealing with the Public
• Able to move between the Toll houses or assist with an incident on the bridge, where required in a timely way
• Full Current Driving License

Desirable:

• Customer Service Training
• First Aid Training or Health and Safety Qualification
• Experience of managing rotas

Other Requirements:

• Must have Emergency First Aid at Work (To be provided).
• Mental Health First Aid (To be provided)
• DBS Checked (Provided)