Job Title: Operations Manager

Reports to: Operations Director

Location: Worcester

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.

Basic Purpose of Role 

The Operation 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.

They will support their team in delivering excellent customer experiences, while leading a governance agenda that support legislative and policy compliance.

Through their leadership, the Operations Manager will establish and develop and engaged, talented and high performing operations team, nurturing an innovative and continuous improvement culture.

The Operations Manager will work within and embed the divisional governance framework, ensuring that standard operational policies and procedures are adopted within the depot. They will be thelead Site. Responsible Person for all aspects of depot compliance, governance and the engagement of our people ensuring we establish and maintain a positive working environment

Key Accountabilities

• To ensure customer and colleague experiences are forefront at all times
• To ensure cost efficient delivery of a safe, punctual and reliable service
• Drive engagement with drivers, management & supervisory team and customers
• Ensure collaboration between operational, engineering and commercial team members, fostering excellent working relationships between drivers and supervisors to ensure consistent customer experience
• To manage operational depot team in accordance with First UK Bus policies, standard operating procedures and all relevant legislation
• Dynamically analyse and manage information, systems and data both retrospectively and proactively to ensure continuous improvement of service performance
• To deliver agreed plans and budgets, including established level of service and service quality
• To ensure staff planning at the depot meets the operating requirements of the business
• Ensure an effective, productive working relationship with recognised trade union representatives and officials, fostering a mutual trust and respect culture
• To plan and manage a programme to continuously improve safety performance
• To effectively manage depot operational team in all areas of people management, development, succession planning, absence and compliance
• Liaise with external bodies to improve performance on lost mileage and punctuality
• Ensure all cash handling procedures are followed
• Act as the ‘Transport Manager' for the company as defined by the Traffic Commissioner
• As the lead Site Responsible Person (SRP):
• 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)
• Comply with the adoption of all existing divisional standard operating procedures, policies, audit inspection frameworks and regimes
• Ensure suitably qualified SRP's are on-site at all times including out of hours
• Ensure actions arising from safety tours, depot health checks and planned audits are actioned in a timely manner
• Conduct site inspections as per defined timeframes and frequency. Collating and reporting findings through company systems

Role Profile / Personal Specification

• Proven leadership skills and experience to provide strategic and day-to-day direction to team, ideally gained through travel, retail or hospitality experience
• Proven experience in managing collective relationships in a highly unionised environment
• Outstanding customer centric focus with a strong ethos of delivery
• A team builder and leader of high performing teams
• A passion for safety and driving to deliver a high performing safety behavioural culture
• Budgetary and financial experience with capability to analyse data, making considered recommendations
• Proven experience in demonstrating coaching and mentoring skills to create and develop strong team ethos and succession planning
• Ability to work well under pressure maintaining a calm and professional approach
• Excellent knowledge of MS Office applications, including Outlook, Word & Excel
• Proficient in the creation of written reports
• Aptitude to build and maintain stakeholder relations, indicative of a professional leader
• Flexible approach to work patterns, operating across all days/times reflecting the 24/7 nature of the business
• Required behaviours, habits, skills and experience are outlined in the FirstGroup First Line Manager – Tier 2 Role Profile
• Performance indicators / KPIs are outlined in the FirstGroup First Line Manager – Tier 2 Role Profile
• Certificate of Professional Competence in Passenger Transport (CPC) would be desirable. A willingness to study for CPC is essential

Company Responsibilities

• Adhere to all FirstGroup and First Bus policies and procedures
• Undertake any training and development activities at the request of the line manager

Health, Safety and Environmental Responsibilities

• Champion behavioural change through BeSafe, ensuring that you and your team have positively reinforced safety conversations
• At all times, comply with your responsibilities within the Health and Safety Policy, ensuring compliance with relevant legislation
• Ensure that risk assessments are carried out for areas and activities under the role holder's control, that appropriate control measures are implemented, and the recommendations are communicated to all of those who may be at risk
• Report incidents, near misses and dangerous occurrences in a timely manner and ensure effective remedial action is taken
• Promote and implement, where appropriate, safe working practices by means of campaigns, initiatives and promote a positive attitude to safety through personal leadership
• Support the Company's environmental campaigns and be aware of FirstGroup annual environmental targets

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
• Enhanced maternity / paternity pay
• 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.

Please apply now. We look forward to receiving your application.

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.