Euro tunnel operates the fixed link transport system between its operational terminals of Folkestone in UK and Coquelles in France. The system provides transport for Heavy Goods and other Commercial Vehicles and Passenger vehicles 24 hours per day, 365 days per year. Both the Freight and Passenger Service departments are critical to the successful operation of all services. The contracted staff are engaged to provide cover for day working and on 24-hour shift system according to the specific job. Flexibility in working hours is important to provide the support necessary to fulfil duty and roster requirements that can fluctuate at short notice and in accordance with seasonal workloads. The role of Assistant Contract Manager is to motivate and support staff to ensure maximum efficiency, take responsibility for the day to day running of personnel deployed to the Euro tunnel contract to make sure contractual standards are delivered and maintained. To ensure that appropriate staffing levels are deployed efficiently to meet the client's operational requirements; ensuring the day-to-day operation is not impeded whilst maintaining the internal control systems that are integral for the initial stages of invoicing, employee payroll and absence and sickness management.
Carlisle Support Services provides customer driven people-based services and strives to deliver measurable value to all involved. We do this by empowering passionate people to deliver exceptional outcomes. Our vision is to be preferred experts and the most trusted provider of people-based services for the customers we serve, and markets we choose to work in.
We will do this by promoting 4 core values defined as follows:
We will support everyone to be sector-based experts
We will always deliver on a promise-based culture
We will put our customers at the heart of everything we do
We will care passionately for the well-being of everyone
As the Assistant Contract Manager, you will assist with all functions of the day to day management, assisting the Contract Manager to deliver and enhance Carlisle Support Service reputation and ensure the profit potential of the contract is realised, whilst maintaining high corporate standards at all times.
This role will include a variety of tasks including the following:
Conduct effective staff training, coaching and development; ensuring succession plans are in place - ensure all agents are trained and refresher trained in compliance with company training requirements.
Provide support and guidance to the management and supervisory team. Ensuring clear objectives are set and that performance is regularly reviewed across Freight, Passenger Crew Teams, and any other service that Carlisle facilitate herein.
Prepare and plan weekly rosters in accordance with the manning requirement; ensuring all requirements are fulfilled and monitor shift cycle procedures and rules adhering to strict timetabling in consultation with operational employees; whilst remaining complaint with Transport and Working Time Directive governing operational hours worked. Ensure the, management and supervisory team are able to plan for, accept responsibility to ensure all staffing levels are met on a daily basis.
Manage stock levels, monitor annual leave, take responsibility for ensuring compliance with company procedures and policies. Monitor customer satisfaction and service levels including agreed KPI's. Monitor staff performance and absence taking remedial action where required
Ensure that all at personnel assigned to the Euro tunnel contract are strictly adhering to the statutory obligations contained within the Health and Safety at Work legislation. Attend training and development programs as determined by the Director of Operations & Group Training manager. Support with recruitment and retention. Complete daily visits to each area on site engaging with employees; ensuring the required service standard is adhered to deliver a World Class Service. Complete any other reasonable requests as issued by the Contract Manager and oversee the running of the contract in the absence of the Contract Manager
Profile and Experience:
Quest for continuous improvement
High degree of flexibility and adaptable to work varied hours to suit operational demands of a 24-hour service.
Computer literate with MS Word, Excel and PowerPoint.
Good organisational/time management skills and ability to manage conflicting priorities and deliver to deadlines
Ability to multitask and always make sound decisions in compliance with safety protocols.
Experience of effectively leading a team
Evidence of taking responsibility and willingness to take responsibility
Experience of managing and training large teams and mentoring individuals
Problem solving skills
Always does the right thing for the business, colleagues, clients and operatives
Shows initiative, resourcefulness, and professionalism
Focuses on results and aims to deliver an extraordinary performance
Always take responsibility and accountability
Excellent level of both verbal and written English communication skills.
Service industry experience.
Be able to provide proof of eligibility to work in the UK and hold an appropriate Security clearance certification.
Full driving licence Be able to meet the criteria of Euro tunnel's medical standards