Ferry Supervisor

To be responsible to the Ferry Manager for the routine and directed safe and effective delivery of the ferry service and respective operational requirements of their allocated shifts. When on administrative duties, assist the Ferry Management team with operationally focused inspections, investigations and administration. This is a dynamic and safety critical role in a unique environment and an exciting opportunity for a confident individual with excellent communication, leadership and operational management experience, supporting customer service within the ferry team.

Tamar Crossings is responsible for the management, operation, maintenance and administration of the two crossings over the River Tamar – Tamar Bridge and Torpoint Ferry. With approx. 26,000 vehicles travelling with us every day, we play an important part in the local infrastructure, creating a link between Plymouth, Devon and South East Cornwall. The Torpoint Ferry is the largest chain ferry service and busiest estuarial vehicular crossing in the UK, whilst the Tamar Bridge provides a link on the busy A38 Trunk Road for more than 14 million vehicles a year.

The crossings operate a successful electronic tolling scheme which is used to pay the toll by 60% of vehicles crossing. At the Torpoint Ferry, we provide a service to approximately 2.5 million vehicles and 750k pedestrians and cyclists per year. Three ferries provide a 24-hour/365 day a year service as an essential transport link for South East Cornwall, its residents and businesses. The three chain ferries come under Maritime and Coastguard Agency regulations and are in class with Lloyds Register. They are unique vessels presenting a wide range of both engineering and operational challenges.

Based in the Devonport or Torpoint control towers, Ferry Supervisors monitor and control the safe movement of traffic and pedestrians embarking and disembarking the ferries. Overseeing daily operations, they report to the Ferry Management Team and line manage a ferry crew consisting of:

• 1 x Ferry Controller - responsible for control and operation of an allocated ferry and associated crew
• 1 x Mechanical Assistant - maintaining and monitoring the engine room
• 2 x Collectors - loading/unloading the ferries and collecting toll fees
• 2 x Cleaner/Relief - provide support to the ferries and slipways in addition to assisting collectors where required

Tamar Crossings expect its employees to display and deliver the highest standards of conduct and professionalism including personal appearance, fidelity, integrity and equality in every role. As the routine focal point for day to day delivery of the ferry service, the ideal candidate will be adaptable to change, quick thinking, operate well under pressure and will comfortably manage competing priorities. The role requires a strong understanding of health and safety, and excellent customer service skills. Supervisors must lead by example, providing first line people management, delivering HR support to staff and routine supervision of all aspects of the operation.

Responsibilities include:

• Effective operation of the lane control system to ensure efficient and safe marshalling of traffic in approaches to ferries, using public address systems as necessary to direct traffic and to inform waiting vehicles of exceptional circumstances.
• Effective communication with the Bridge Control Room to allow posting on external traffic information signs if ferry operation is reduced from normal service.
• Act as a communications hub between ferries and emergency services in the event of an incident or emergency.
• Ensure safe levels of staffing onboard the ferry in line with established practice, obtaining relief staff as required.
• Professionally deal with public enquiries outside office hours, responding to routine media enquiries about service situation and, proactively, informing media of unexpected loss of and changes to service.
• Ensure thorough and accurate recording of all accidents, incidents or near misses involving public and/or staff within a timely manner.

The person specification gives a high level of detail of which skills and what experience we are looking for in the successful candidate. In the first instance, you must be able to demonstrate:

• Good level of general education i.e. GCSE Maths, English
• Excellent communications skills
• Supportive of change management
• Ability to respond positively to changing operational demands
• Ability to develop and maintain a good working relationship amongst colleagues
• Pro-active and assertive

Experience required:

• A minimum of two years’ experience (FTE) working in a customer service environment and a good understanding of how to deliver excellent customer service.
• Significant experience in managing staff performance, setting improvement objectives, delivery of appraisals.
• Ability to make independent decisions, motivating staff in challenging circumstances and giving clear instructions to employees when unexpected events occur.
• Working with and setting staff rotas.
• A high level of accurate and objective reporting, with complimentary writing ability, including a strong competency in using MS office software including Word, Excel and MS databases (or equivalents).
• Practical experience of applying internal policies and working as part of a team.

We run a dynamic shift rota involving over 60 staff and the Ferry Supervisor team are key in the smooth delivery of service. Ferry Supervisors are contracted under an annualised hours agreement providing a flexible working pattern. Ferry Supervisors work to a seven-week cyclical rota and are required to work weekdays, weekends and bank holidays, which are compensated for with allowances. The shifts range from 8hrs to 8.4hrs long, and are usually AM 05:45-14:10 or PM 14:00-22:00. You will be required to climb steep and narrow stairs and access low and confined spaces, therefore a level of physical fitness is required. Due to the safety critical nature of the roles, Ferry Operations team are required to meet a medical standard and are subject to random and with cause drugs and alcohol testing.

Salary: £39,121.08 per annum, progressing to £43,858.20 per annum, for an average 40 hr/week or 2080 hr/year role (annualised hours), inclusive of standard shift, evening and weekend working allowances. You will be paid on a monthly basis and although your weekly hours will vary according to the rota you will be paid 1/12 of your yearly salary each month (plus applicable allowances) making it easier for you to budget.

Benefits include:

• Regular pay award for all employees negotiated by the National Joint Council (NJC)
• Local Government Pension Scheme – employer and employee contributions - currently 20% employer contribution
• A minimum of 25 days annual leave (or hours equivalent), pro-rata to contract and shift allowances, plus public/bank holidays.
• Staff travel card for free crossings of the Tamar Bridge and the Torpoint Ferry
• 24/7 access to Employee Assistance Programme for you and your family
• Family friendly policies including shared parental leave, contractual maternity, paternity and adoption
• Uniform and PPE provided – washing and drying facilities available for use on site
• Learning and Development Opportunities

Applications will only be accepted on the official application form available on the Tamar Crossings website. Letters, CV’s, or other alternative methods will not be accepted. Presentation of the application form is important and may be assessed as part of the short-listing process.