Job Purpose

The Collections Operations Supervisor is responsible for ensuring the effective delivery of waste collection services, maintaining high levels of customer satisfaction, and overseeing day-to-day operational performance. The role focuses on supervising frontline teams, optimising resource utilisation, and ensuring compliance with all relevant legislation, health and safety standards, and council policies.

Key ResponsibilitiesOperational Management

• Plan, organise, and allocate daily resources to ensure all collection services are delivered efficiently and meet operational demands.
• Supervise and monitor daily activities across all areas of responsibility, ensuring services are completed to required standards and schedules.
• Maximise the effective use of vehicles, staff, and equipment in line with legislative and council requirements.
• Use relevant systems and technologies to track performance and ensure service delivery targets are met.

Customer Service

• Deliver excellent customer service by ensuring all teams interact positively and professionally with service users.
• Respond to customer enquiries and complaints within agreed timescales, ensuring issues are resolved effectively and satisfactorily.
• Promote a customer-first culture across all operational areas.

Team Leadership and Supervision

• Provide clear leadership, direction, and support to operational teams.
• Maintain effective communication with staff, addressing welfare, conduct, and performance matters.
• Manage disciplinary issues and ensure all incidents are appropriately recorded and reported.
• Lead by example in promoting high standards of behaviour and customer service.

Compliance and Health & Safety

• Ensure all workforce activities comply with health and safety legislation, council policies, and operational procedures.
• Oversee responsibilities such as assisted collections, accident reporting, and safe working practices.
• Complete and review all required documentation, including accident and end-of-shift reports.
• Fulfil a health and safety management role, ensuring the wellbeing of staff and the public.

Equality, Safeguarding and Corporate Responsibilities

• Actively support equality, diversity, and inclusion in line with council policies.
• Comply with safeguarding responsibilities, reporting any concerns regarding vulnerable individuals.
• Undertake additional duties as required, consistent with the role’s level of responsibility.
• Work flexibly across different locations as required by service needs.

Person SpecificationEssential Requirements

Competencies

• Commitment to customer service excellence
• Strong focus on achieving results and meeting deadlines
• Personal accountability and responsibility
• Respectful and inclusive approach to working with others

Education & Training

• Good level of literacy
• Willingness to undertake training and continuous professional development
• Full UK driving licence

Experience & Knowledge

• Experience working within a large operational or frontline service environment
• Background in a customer-focused role
• IT literate, including Microsoft Excel, Word, and Outlook
• Ability to learn and use operational systems (e.g. data and workflow systems)
• Understanding of waste management services and relevant legislation

Skills & Abilities

• Strong written communication skills, including drafting customer correspondence
• Excellent verbal communication and interpersonal skills
• Ability to manage difficult conversations confidently
• Highly organised with the ability to work under pressure
• Strong attention to detail, particularly in relation to compliance and reporting

Personal Attributes

• Self-motivated, flexible, and adaptable
• Proactive and accountable approach to work

Special Requirements

• Full valid driving licence and access to transport

Desirable Requirements

• Health and Safety qualification
• Class 2 (LGV) driving licence
• Experience using mapping or route planning systems
• Experience with data capture and performance monitoring systems

Working Conditions

• Based at a designated depot but required to work across multiple locations
• Operational, fast-paced environment with regular interaction with frontline teams and the public

If this job is of interest, please apply online and a member of the team will be in touch.