Senior Shift Supervisor
£57,500 per annum
Bedford
Permanent
Remote Working
Join us at the Money and Pensions Service (MaPS) as a Senior Shift Supervisor. The Shift Supervisor team provides the operational backbone for effective service delivery across MaPS Guidance Services. The role of the Senior Shift Supervisor is to ensure the function has the tools and capabilities to help the service run smoothly, meet key performance indicators, and help staff feel supported. The Senior Shift Supervisor will provide line management and support to a team of shift supervisors, act as the primary point of escalation and duty manager for all in‑day service and staff issues.
You’ll be part of a dynamic team dedicated to helping people across the UK improve their financial wellbeing.
Responsibilities
- Facilitate a daily resource and planning briefing.
- Provide a ‘Duty Manager’ function for the escalation of difficult interactions, including expressions of dissatisfaction, stakeholder contact, and accessibility considerations.
- Lead, motivate, and support a team of up to 12 supervisors during shifts, ensuring high performance, accountability, and a positive work ethic.
- Provide a clear mandate to the Supervisor team as to the priorities of each day.
- Manage, prioritise, and cascade urgent operational messages to the team as required, including plans for attending briefings and closure of service.
- Assess ad‑hoc or early appointment requests that arise, balancing any urgent or accessibility issues with the wider needs of the day.
- Take appropriate and timely action to address any operational issues, cognisant of KPIs and service level expectations.
- Take ownership of any unplanned interruptions to the service, delegate tasks to appropriate colleagues as required to mitigate disruption and initiate business continuity procedures.
- Provide in‑day updates to line managers and Service Delivery Managers.
- Publish a weekly shift supervisor rota, ensuring appropriate supervisor cover across all opening hours and service lines.
- Contribute to the development of the team (both supervisor and wider service) through sharing and supporting the cascade of communications, feedback and insights.
- Attend organisational wide meetings in line with the requirements of the role and the development of the service.
Key Accountabilities
- Able to role model the MaPS values and commitment to public service.
- Strong operational experience in a busy omni‑channel customer‑facing environment.
- Decisive with the ability to take personal responsibility and use own initiative to support operational decision making (within the scope of the role) to support the delivery of KPIs.
- Line management experience with a successful track record of mentoring and motivating others, contributing to the building of a successful and high‑performing team.
- Strong IT skills with the ability to navigate systems and extract and understand key data.
- An aptitude to use initiative, be flexible and sometimes take on tasks that may not be in the direct scope of the role.
Skills & Experience
Essential:
- Strong operational experience in a busy omni‑channel customer‑facing environment.
- Line management experience with a successful track record of mentoring and motivating others.
- Strong IT skills with the ability to navigate systems and extract and understand key data.
- Strong operational decision‑making skills and ability to drive KPI delivery.
Desirable:
- Experience working with workforce management or real‑time operational tools.
- Experience contributing to continuous improvement initiatives across service operations.
- Strong stakeholder management skills with confidence to influence at multiple levels.
- Background in money and pensions guidance delivery with the ability to confidently talk to technical staff and customers.
Our Inclusive Working Environment
We foster an inclusive working environment that embraces diversity. Our colleague and ally networks include LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity.
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