Welcome to First Bus
Hello. First Bus is one of the country's largest bus operators – taking 1.6 million customers to their destinations every day. We're a forward-looking business at the forefront of bus technology, leading the way on contactless payments, mobile Apps and real time information. Our investment in state-of-the-art, new buses is just one part of our transition to a low-carbon future. It's an exciting time to be here.
About the Role
We have a fantastic opportunity for an Operations Manager to join our Operations team in Worcester. This is a full-time permanent role.
Reporting to the Head of Operations, the Operations Manager is accountable for all aspects of operational performance for the depot. As a champion of our customers, the postholder will build and maintain a customer-centric culture.
You will support your team in delivering excellent customer experiences while leading a governance agenda that supports legislative and policy compliance.
Through your leadership, the Operations Manager will establish and develop an engaged, talented and high-performing operations team, nurturing an innovative and continuous improvement culture.
Key Accountabilities
1. To ensure customer and colleague experiences are forefront at all times
2. To ensure cost-efficient delivery of a safe, punctual and reliable service
3. Drive engagement with drivers, management & supervisory team and customers
4. Ensure collaboration between operational, engineering and commercial team members, fostering excellent working relationships between drivers and supervisors to ensure consistent customer experience
5. To manage operational depot team in accordance with First UK Bus policies, standard operating procedures and all relevant legislation
6. Dynamically analyse and manage information, systems and data both retrospectively and proactively to ensure continuous improvement of service performance
7. To deliver agreed plans and budgets, including established level of service and service quality
8. To ensure staff planning at the depot meets the operating requirements of the business
9. Ensure an effective, productive working relationship with recognised trade union representatives and officials, fostering a mutual trust and respect culture
10. To plan and manage a programme to continuously improve safety performance
11. To effectively manage depot operational team in all areas of people management, development, succession planning, absence and compliance
12. Liaise with external bodies to improve performance on lost mileage and punctuality
13. Ensure all cash handling procedures are followed
14. Act as the ‘Transport Manager' for the company as defined by the Traffic Commissioner
15. As the lead Site Responsible Person (SRP):
16. Be the single point of contact for their location in terms of all aspects of service delivery compliance and governance. (Supported in this regard by the Engineering Manager or equivalent, who will retain responsibility for the leadership of the engineering function)
17. Comply with the adoption of all existing divisional standard operating procedures, policies, audit inspection frameworks and regimes
18. Ensure suitably qualified SRPs are on-site at all times including out of hours
19. Ensure actions arising from safety tours, depot health checks and planned audits are actioned in a timely manner
20. Conduct site inspections as per defined timeframes and frequency, collating and reporting findings through company systems
Skills/Experience
1. Proven leadership skills and experience to provide strategic and day-to-day direction to team, ideally gained through travel, retail or hospitality experience
2. Proven experience in managing collective relationships in a highly unionised environment
3. Outstanding customer-centric focus with a strong ethos of delivery
4. A team builder and leader of high-performing teams
5. A passion for safety and driving to deliver a high-performing safety behavioural culture
6. Budgetary and financial experience with capability to analyse data, making considered recommendations
7. Proven experience in demonstrating coaching and mentoring skills to create and develop strong team ethos and succession planning
8. Ability to work well under pressure maintaining a calm and professional approach
9. Excellent knowledge of MS Office applications, including Outlook, Word & Excel
10. Proficient in the creation of written reports
11. Aptitude to build and maintain stakeholder relations, indicative of a professional leader
12. Flexible approach to work patterns, operating across all days/times reflecting the 24/7 nature of the business
13. Required behaviours, habits, skills and experience are outlined in the FirstGroup First Line Manager – Tier 2 Role Profile
14. Performance indicators / KPIs are outlined in the FirstGroup First Line Manager – Tier 2 Role Profile
15. Certificate of Professional Competence in Passenger Transport (CPC) would be desirable. A willingness to study for CPC is essential
Rewards & Benefits
1. Your health is important to us which is why we offer Simply Health & Smart Health for you and your dependents at no cost to you! This offering includes cash back benefits across optical & dental as well as virtual GP appointments, mental health support and nutrition and fitness advice. Our EAP provision offers 24hr, 365 days a year mental health support
2. We are also committed to your financial wellbeing, and we offer a platform with many discounts on high street brands and supermarkets etc
3. Working at First you also receive discounted train travel for you and your family after 6 months service as well as a free bus pass
4. Cycle to work scheme
5. 25 days' holiday + bank holidays
6. Pension scheme and chance to buy discounted First Group shares
7. Enhanced maternity / paternity pay
8. Flexible working
We put a big focus on physical and mental wellbeing at First Bus. We recognise that anyone can be affected by the stresses and strain of work, or life outside it. You'll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.
Public transport serves everyone, whatever their differences. At First Bus, we want to be an employer open to you, no matter what your differences are. We aspire to be an inclusive organisation because diverse backgrounds, thinking and experiences bring so many benefits to our customers, communities and people. We welcome applications from all.
Applicants are advised that background checks will be conducted as a standard part of our recruitment process.
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