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.

The Role

We have a fantastic opportunity for an Operations Manager to join our Operations team on a full time permanent basis.

Reporting to the Head of Operations, the successful candidate will demonstrate a passionate belief in our people and inspire the delivery of consistently high levels of service for our customers – in accordance with First Bus objectives.

Key Responsibilities

People

• Develop trusting working relationships amongst all colleagues by being visible around the depot, engaging with drivers, local management team and all departments
• Lead colleagues through processes of continuous improvement, encouraging ideas and innovation, and recognising achievement
• Engage and develop an effective working relationship with recognised trade union representatives and officials
• Lead, inspire and motivate colleagues within your areas of responsibility
• Foster excellent working relationships between drivers and Supervisors

Health & Safety

• Be the lead Site Responsible Person for all aspects of depot compliance and governance
• Lead and plan collision reduction and staff/passenger injury reduction activities
• Champion behavioural change, ensuring that you and your team have effective conversations; be seen to lead, inspire and share Health and Safety best practice

Operations

• Ensure safe, punctual, reliable and cost-effective delivery of services
• Manage exceptions, but then to utilise continuous improvement to reduce the number and impact of those exceptions
• Understand key performance indicators by analysing and managing information, systems and data both retrospectively and proactively to ensure continuous improvement of service performance
• Ensure high quality service delivery, in accordance with First Bus policies, standard operating procedures and all relevant legislation
• Ensure staff planning at the depot meets the operating requirements of the business
• Liaise with external bodies to improve performance (for example lost mileage, punctuality)
• Be the ‘Transport Manager' for the depot as defined by the Traffic Commissioner
• Lead or support First Bus improvement initiatives, as agreed
• Conduct other duties commensurate with the role as may be deemed appropriate by the Head of Operations / Operations Director

Financial

• Deliver agreed plans and budgets, including established level of service and service quality
• Ensure colleagues understand and follow revenue / cash handling procedures, to ensure errors are minimised
• Provide accurate feedback on operational cost and capabilities to Operating Company planners

Customer

• Deliver excellent customer experience by analysing leading and lagging indicators (e.g., complaints, contacts, feedback, commendations) and acting upon insights
• Share examples of positive customer interactions/feedback with colleagues, so that good practice is cascaded and continued in order to provide enhanced customer service

Skills/Experience

• Previous management experience (within the bus/transport industry preferred, but not essential)
• Previous Transport Manager qualification is desirable, but not essential – but would be willing to obtain the qualification once in the role
• Creativity: the ability to problem-solve in a creative, yet structured, manner
• Ability to maintain a view of the big picture, yet have a depth of knowledge of the detailed day-to-day requirements of running a depot
• Analytical mindset and ability to extract insights from data Ability to lead and inspire people to seek and follow operational best practice

Salary -  competitive, plus a bonus of up to 15% cash based on business and personal performance

Rewards & Benefits

• 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 advise. Our EAP provision offers 24hr, 365 days a year mental health support
• We are also committed to your financial wellbeing, and we offer a platform with many discounts on high street brands and supermarkets etc
• 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
• Cycle to work scheme
• 25 days' holiday + bank holidays
• Pension scheme and chance to buy discounted First Group shares
• 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.