Supervisiors Guide

Supervisor Role

To deliver excellent customer and clinical service by ensuring the safe and efficient operation of the activities. Lead, manage, and develop other staff to reach their full potential and deliver excellent service in accordance with relevant policies, procedures, and standards.

PRINCIPAL DUTIES –

• Be the first point of escalation for staff and customers.

• Manage the day-to-day performance of staff to ensure the effective operation of activities, assessing their suitability to commence duties and monitoring their performance throughout the shift.

• Maintain a safe, secure, and customer-friendly environment by ensuring compliance with policy and standards.

• Implement all necessary safety-related procedures including detrainment, evacuation, and congestion control, liaising with emergency services and senior management e.g., Incident Officer, Duty Operations Manager, etc.

• Oversee training and development activities and actively conduct a clinical toolbox audit.

• Operate, check, and inspect, all equipment in accordance with the appropriate standard routines and schedules.

• Role model excellent customer service in all areas of station activities.

• Provide the necessary management information to senior management including Incident Notification Forms, booking office accounts, staff attendance and sickness returns, incident logs, fire inspection records, and reports.

• Recommend improvements and maintenance of facilities.

• Provide swift, efficient, and friendly assistance to customers, adapting customer service approach according to the type of customer.

• Provide a high standard of customer service by role modeling the company values and portraying a smart, helpful, and professional image to all (e.g., customers, visitors, contractors, and staff)

• Coach staff as necessary to improve the delivery of customer service.

• Carry out clinical activities as needed e.g., short notice sickness cover or any absences.