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Operations Manager - Flexible Working Available

Employer
Department for Transport
Location
Cardiff (Caerdydd)
Salary
From £29,832 per annum - £32,367 per annum
Closing date
22 Aug 2019

Job Details

Job description

Are you confident in leading and developing others? 

Do you have experience of managing a customer-focused environment? 

If so, we would love to hear from you. 

As Operations Manager you will report to the Head of Registry of Shipping and Seamen. You will be responsible for the management of front line customer service and support teams. We want you to monitor performance to ensure customer needs are met. You will also be managing flexible deployment of staff to cover customer demand and implementing initiatives to support Maritime and Coastguard Agency (MCA) corporate objectives and staff development. 

The UK Ship Register (UKSR) is part of the Maritime and Coastguard Agency (MCA) and works to promote the UK flag worldwide to Quality Owners with Quality Ships. Within the UKSR the Registry of Shipping and Seaman in Cardiff is responsible for providing front line Customer Service and the issuing of Ships Registration and Seafarers Documentation 

Role Responsibilities 

• direct Line Management of 3 Team Leaders (EO's) and overall management of 14 staff (AO's) 
• work as part of a management team 
• manage department resources to meet demand, identify trends and manage recruitment campaigns to support department compliment 
• monitor the Call Centre system and pro-actively manage resource to achieve the maximum level of customer service 
• manage and collate productivity statistics and work with the team leaders to put in place action plans 
• provide policy and procedural advice to internal and external representatives as written in the Merchant Shipping Act 1995 
• manage Customer Service Survey returns and respond to action plans 
• prepare and deliver month end reports for internal/external stakeholders 
• create a motivated working environment by owning and working on actions from the Staff Survey results 
• manage the Performance Management Review (PMR) process ensuring the PMR's are completed on time and review dates are met 
• report all Health and Safety issues and manage risks to ensure safety & security standards are being met 
• understand the wider objectives of the directorate, liaise with other departments and engage your teams in corporate and departmental communications and initiatives 

For a more detailed insight into this role please refer to the role profile attached to this advert. 

About you 

We would love a confident individual to join us who can deliver the right messages to the business in a professional and clear way. You are able to communicate confidently with others and have a positive attitude towards solving problems. You are confident at expressing yourself and can do so in a clear and appropriate manner. 

Can you encourage others to work towards a common goal? We are looking for you to bring strong leadership skills to coach and mentor your team and drive them to the next level. You are confident in managing and overseeing a team whilst driving them towards business objectives. You are a fantastic motivator and can encourage others to achieve targets. 

We need you to have the passion to develop others. If you are a passionate and dedicated leader eager to take up the challenge of further developing our people and our strong customer service ethos, this is the job for you. We will look for you to coach, lead and develop your teams to achieve whilst building open, fair and engaging team environments. We encourage those with a desire for developing and mentoring people to apply. 

About us 

The Maritime and Coastguard Agency (MCA) implements the government's maritime safety policy in the United Kingdom and works to prevent the loss of life and occurrence of pollution on the coast and at sea. 

Safer lives, Safer ships, Cleaner seas. 

Our vision is to be the best maritime safety organisation in the world. 

Find out what it's like to work at the Maritime and Coastguard Agency 

We are part of the Department for Transport (DfT). DfT is a great place to work, and our ‘one team’ approach really makes a difference. We value our staff and that’s why we’re committed to nurturing an inclusive environment across the Department. 

You’ll be part of an innovative organisation that invests in all our people, ensuring we have the diverse skills to deliver transport that moves Britain ahead now and into the future. 

DfT has been recognised for its leadership on workplace gender equality by being included in The Times Top 50 Employers for Women 2017. 

DfT’s inclusion is recognition of our commitment to make the Department a great place to work through our culture of equality and inclusivity and the great strides we’ve made to raise the number of women in senior positions. 

Behaviours

We'll assess you against these behaviours during the selection process:

  • Leadership
  • Changing and Improving
  • Developing Self and Others
  • Managing a Quality Service

Technical skills

We'll assess you against these technical skills during the selection process:

  • Policy Professional Framework - Knowledge of Policy Making in your Policy Area - Level 2

Benefits Pensions

Civil Service pension schemes may be available for successful candidates.

Benefits

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.

Company

Transport matters – what we do matters.

Transport touches the lives of everyone in the country. Across road, rail, air, sea and space, our transport networks affect homes, businesses, schools, hospitals and more. It’s how we deliver goods to our shops, get people to work and reunite with our loved ones. Our staff know how important their work is and how they fit in.

 

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