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 team to ensure ‘new drivers’ are assigned to the most efficient routes
10. Agree the weekly Resourcing requirements with the BD and Resourcing
11. To co-ordinate the review of ‘inefficient routes’ on a weekly basis, ensuring an ongoing review and avoiding the annual rush to correct inefficient routes
12. To coordinate driver investigation relating to driving issues (safeguarding investigations excluded)
13. To facilitate a weekly meeting with the Passenger Transport team, ensuring alignment and focus
14. To plan monthly 1-2-1s with the team, coaching and managing where required
15. To review the monthly absence report with the Onboarding and BD, allowing for regular and ongoing update on LTS drivers and PAs
16. To liaise with Fleet reference vehicle requirements and issues
17. To liaise with Safeguarding reference any passenger safety concerns
18. To lead the annual re routing process through July and August in readiness for September
Key Results and Objectives
1. The safe, efficient and on time transportation of all passengers on a daily basis
2. Routes are operated in line with efficiency requirements, including the achievement of key metrics
3. New passenger requirements are established within SLAs
4. All 1st and 2nd Tier complaints are resolved within the team
5. Daily Communication to schools and parents are delivered in line with key metrics
6. Team capability is reviewed and coaching plans put in place to optimise team performance, including building a succession plan
Responsible for
1. The team of Bookings Co Ordinators and Customer Service Administrators
2. The New Passenger Lead and Transport Planner