Job Description
Purpose : To lead the day to day Passenger Transport operations team, focusing on driving process and routing efficiencies and building a Customer First environment. You will work closely with the Safeguarding, Onboarding and Compliance, Fleet and Resourcing Teams to ensure you can establish and maintain the SLAs laid out within our contracts.
Key Tasks:
1. To develop and establish a robust daily communication process, establishing AM and PM briefings focused on reacting and prioritising daily challenges
2. To establish a future looking plan which address service level challenges for the following 4 weeks
3. To establish rituals and routines, ensuring the team are messaging and communicating to parents and schools in a timely and efficient manner
4. To develop a reporting suit that will allow us to monitor our service levels, including late and double run routes
5. To ensure R&R are developed to ensure both incoming and outgoing communication is up to date, including the Email Inbox’s and our internal messaging system (CCS)
6. To ensure all ‘overtime request’ are managed and monitored to ensure efficiencies
7. To review and monitor the service level we provide for all Mileage and Respite Transport
8. To ensure 1st Line Complaints are dealt with by the team and to take accountability for 2nd Line Complaints
9. To liaise with the Onboarding...