Folkestone, England, United Kingdom
As a Freight Standards & Performance Manager at Eurotunnel, I lead the freight customer service team, ensuring high standards of safety and performance. With over 5 years of experience in this role, I have developed strong skills in leadership, safety compliance, and policy implementation. I hold a Bachelor of Arts in Leadership and Management from The Open University and a BTEC National Diploma in Sport Development and Fitness from Canterbury College. I am also certified by NEBOSH National General Certificate in Occupational Health and Safety. My goal is to continuously improve the freight operations and customer experience at Eurotunnel.
Facilitation of change initiatives, aimed at continuously improving safety and Freight service delivery. Prepare and analyse weekly/monthly performance reviews to identify areas for improvement. Responsible for creating and updating Risk Assessments for the UK Freight Customer Service Department. Responsible for creating and updating safe systems of work, for the UK Freight Customer Service Department. Monitor Departmental safety events, to establish trends and patterns in order to propose remedial action. Previous experience of first line management, leading a team to Assess and Certify terminal staff performance, in line with the company's Certification management policy. Responsible for managing staff performance and capabilty. Represent the UK Freight Dept as an expert, for internal and external meetings. Liaison with Union Representatives. Management and delivery of digital and physical projects. Responsible and accountable for the UK Freight Customer Service Department team and operation in the absence of the Departmental manager.
Acted as the management representative for Freight services during shift operations. Promoted a culture of safety excellence; supported and implemented initiatives to reduce accidents and their precursors. Ensured compliance with Health & Safety policies; managed incidents and produced clear, concise reports. Provided visible leadership to engage operational staff in delivering excellent customer service and maintaining load fluidity. Ensured Freight Terminal staff adhered to procedures and standards; supported performance through the Performance & Capability Process. Oversaw contract staff performance, liaising with subcontractor management on both exceptional and concerning conduct. Line managed an Operations Security Leader and a team of Freight CSAs, supporting welfare, attendance, and development in line with HR policies. Collaborated with other operational managers to ensure seamless service delivery. Completed daily operational reports, documenting performance and follow-up actions.