Streetpride Operational Support Supervisor

We're looking for a talented team leader to help us deliver a first-class service to our customers. You will manage our administrative Operational Support team day to day, getting the best from your team, enabling customer issues to be resolved upon first contact and providing consistent customer care. We collect 200,000 bins per week in Derby and manage over 100,000 tonnes of household waste per year. You'll be supporting the delivery of a vital front-line service which reaches all households across Derby. Recent changes about how local authorities collect waste, as well as increasing awareness of the impact our consumption of stuff has on the climate, means there is much to do! This is your opportunity to make a difference to the local community and environment.

In the role of StreetPride Operational Support Supervisor, here's an example of what you'll be doing to make an impact:

• You will supervise a small customer focused administrative and operational support team, ensuring tasks get done as required and to standard.
• You will be responsible for all aspects of management, ranging from day-to-day issues and compliance, to managing performance, development, wellbeing, health and safety etc, as well as following process to manage issues such as attendance and capability.
• You'll be confident in the use of IT and will become a Whitespace superuser, a go-to member of the team to support colleagues.
• You will also appreciate the importance of processes and following these, so that you can confidently train and share this knowledge with colleagues.
• You will lead and support the team managing customer and councillor enquiries relating to waste services, resolving service issues, advising on policy, escalations and keeping our systems up to date.
• You will assist customers via email, over the phone, or via letter.
• You will review how customer service and operational support tasks are delivered and identify opportunities for continuous improvement.

The role is based at Stores Road Depot, the home of StreetPride services. You will work in an open office with other colleagues who provide a range of functions for the waste team.

To be successful in this role, you'll ideally have:

• Experience at supervising a small team.
• Ability to manage the team day-to-day, organising and overseeing various work streams and ensuring they are delivered consistently to a high standard.
• Skill in resolving requests for service and customer complaints, at the earliest opportunity.
• Capability to work with operational colleagues and other teams to identify solutions to service issues.
• Strong communication skills, both verbally and in writing, able to address issues with courtesy and compassion.
• Confidence in the use of IT generally, workplace systems and MS Office.
• Experience at supporting and training colleagues, helping them to understand systems and processes.
• Comfort in designing new administrative processes or proposing opportunities to streamline and improve existing ones.
• People skills to implement and deliver change within the service, supporting colleagues through training and coaching.

You too could be part of something brilliant by becoming a colleague at Derby City Council; in addition to making a difference to the lives of people across the city, you’ll also receive:

• Flexible work/life balance scheme (depending on your role)
• Hybrid working (depending on your role)
• Continued professional development opportunities & career conversations
• 27 days annual leave (rising to 32 days after 5 years' service), plus bank holidays (depending on contract)
• Local Government Pension Scheme
• Team Derby Rewards - retail and leisure discounts
• Tusker Car Benefit Scheme
• Cycle2Work Scheme & free cycle training
• Employee Assistance Programme, Wellbeing Calendar and Support
• Access to our Equality Employee Networks - LGBTQ+, Disabled Employee Network & Carers and our Black, Asian & Minority Ethnic Employee Support Network and Neurodiversity Network
• Support for colleagues who are carers

We are a fair and inclusive employer and welcome applications from people from all backgrounds. We recruit for diversity and value difference. As many of our roles can now be home-based, we are able to offer more opportunities for people who need this facility. We are proud to be a Disability Confident Leader. If you are a disabled person, you have the choice to apply under our Guaranteed Interview Scheme so long as you demonstrate that you meet the essential requirements for the job.