HEO Shift Manager (Night Shift)

We are looking for a night HEO Shift Manager who will inspire and guide your team to ensure high morale, efficiency, and productivity. You will be responsible for managing daily operations of the Front Office and Case Progression teams, leading EOs and AOs to ensure efficient service delivery. The role requires close collaboration with the BCP Operations Management team and key site stakeholders. Shift Managers will oversee staff performance, minimise driver dwell times, ensure performance targets are met, manage onsite relationships, and produce detailed shift reports to support continuous operational improvement.

Main Responsibilities:

• Inspire and lead your team, ensuring high morale and productivity. Provide guidance and support to team members where required.
• Oversee the complete management controls of the team, holidays, absences etc.
• Address any issues promptly to maintain smooth operation.
• Oversee the contingency document checks process, look at ways to streamline the process.
• Monitor and report on case status to BCP Ops Team.
• Oversee and manage the performance of EOs and AOs during each shift and complete quarterly 1-2-1 performance reviews with the team.
• Ensure that caseloads are effectively handled, and dwell times for drivers are minimised. Monitor and ensure that performance metrics are met or exceeded for each shift.
• Management of PINC, ensuring the team are constantly updating the status and comments accurately within the system.
• Be first point of escalation for CPT & front office.

Key Skills Required:

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to resolve issues at pace and drive continuous improvement
• Competent user of IT, specifically Microsoft Office 365 programmes.
• Experience of using persuasive negotiating techniques with colleagues and external stakeholders
• Ability to manage multiple priorities and lead teams to respond flexibly to change and competing demands
• Ability to produce detailed and accurate reports.
• Strong problem-solving skills and ability to work under pressure.

Contract Details:

• You will need to be based in Ashford or local to ensure continual site presence during shifts. This role will also be fully on site.
• This is a 24/7 operation, so shift patterns will be 4 on 4 off, including weekends and bank holidays.
• Contracted hours will be 12.5 per day: 19:00-07:30am
• 24.64 Basic Hourly Rate + Holiday Pay
• Contract end date: 31st March 2026

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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