Interchange Supervisor

**Reports to**:
Interchange Manager

**Function/Department**:
Operations

**Location**:
Unspecified

**Role Summary**:
Lead several designated services via the appointed Service Leaders.

Responsible for ensuring a safe, punctual, reliable and cost-effective delivery of services to customers by:

- managing the allocations of duty cards and information to BCs to ensure they leave the interchange on time to commence in service;
- managing the flow of BCs and vehicles along Tower Transit Operated routes through liaison with SCs on duty;
- identifying and communicating issues with schedules, allocations, specific BCs, and/or vehicles;
- ensuring the safe movement of vehicles and pedestrians within the interchange whilst at all times having regard for the company safety policies;
- forward planning on-the-day service requirements through to end-of-day;
- undertaking a variety of Administration duties in line with the business requirements; and
- manning the PSO during revenue service hours.

**Principal Responsibilities and Authorities**:

- Lead a few services via the Service Leaders.
- Oversee selected BCs reporting and daily BC contact at the interchange.
- Ensure on the day cover is in place ensuring any absences/vacant duties are fully covered.
- Ensure that BCs’ absences are accurately recorded and notify the Interchange Manager of any staff who have not reported absent and have failed to report for duty.
- Prompt allocation of duty (including cards and vehicles) to ensure that BCs are ready to leave on time, record any issues of lateness and reasons for delay in service and if any mileage is subsequently lost.
- Assist the Interchange Manager in ensuring smooth operations at the interchange, supporting Corporate Services Department in relations to Security, Safety and Facilities
- Ensure the interchange is a safe environment at all times and that vehicles maintain the standards expected of the LTA.
- Liaise with SCs to ensure that services are effective and efficient.
- Communicate with customers and offering help, advice and guidance as applicable.
- Respond to any customer enquiries which may include complaints, take responsibility for dealing with and resolving the complaint.
- Log any lost property and for dealing with any customer enquiries relating to lost property. If possible, identify and contact owners of any lost property.
- Undertake regular audits of Driving Licences and Driver Qualification Cards ensuring 6 monthly checks are recorded on the HR System.
- Driving standards of all staff and ensuring that issues are fed back or dealt with at the time.
- Liaise with the police or other external bodies relevant to operation of services at the bus interchanges.
- If necessary, take control of any emergency situations that may arise within the interchange, particularly if you are the site responsible person.
- Support the communication with employees as you are their primary contact.
- Ensure a full and effective hand over and coordination across shifts.
- As the primary interface between the company and all BCs, it is essential that you build good strong relationships with all BCs so you can influence and discuss uniform standards, drive green, log card completion issues and any other BC related matters.
- Ensure that the interchange remains presentable and along with all employees ensure staff communications are relevant and up to date.
- Facilitate the collection of medical certificates submitted by BCs.
- Undertake any additional reasonable duties at the request of your IM.
- Undertake any training and development activities at the request of your IM.

**Skills, Experience, and Conditions Specification**:

- This position involves shift work and work on weekends. You will be required to work such hours as deemed necessary to provide appropriate coverage.
- Commercial awareness and an understanding of the LTA contract regime.
- Good geographical knowledge of the area of operations.
- Must have a working knowledge of Part IV of the Employment Act.
- Attention to details is imperative.
- It is essential that you are able to forward plan to ensure operational cover is achieved.
- Excellent communications skills, both verbal and written.
- BC communication and liaison is imperative to ensure success in this role and you must demonstrate that you can efficiently liaise with BCs in a polite and professional manner.
- Organisation skills are essential for you to be able to succeed in this role.
- Your measures for performance will include Driver efficiencies and costs as well as punctuality, lost mileage and uniform standards and other BC related performance measures.
- Must have good customer service.

**Safety and Company Responsibilities**:

- Adhere to all Tower Transit policies and procedures.
- To report to your IM any injury, collision or dangerous occurrence that has taken place, or concerns regarding health, safety and security issues.
- Accountable and responsible for ensuring that the wor