Fleet Control Manager

JOB SUMMARY

The Fleet Control Manager oversees all aspects of control room operations and serves as the primary point of escalation for service-related matters. This role requires a strong, authoritative presence, adept at directing the control team, engineering team, and crews, while holding them accountable for implementing solutions and meeting UBTC service requirements.

The ideal candidate will excel in making critical decisions and developing logistical solutions to address unexpected challenges, ensuring a smooth and effective operation. They will take full ownership of scheduled operations within a 72-hour timeframe and proactively manage upward communication, influencing service delivery decisions and constructively challenging to drive improvement and growth. Their efforts will support the company’s mission to make Uber Boat by Thames Clippers “The most loved transport in London and the obvious choice.”

QUALIFICATIONS & EXPERIENCE

Essential

5-years control room management experience, preferably in the transportation sector.

Minimum two years control experience

Adept with budget management and forecasting.

Demonstrable stakeholder management experience.

Proficient with Microsoft Office (Outlook, Word, Excel, PowerPoint).

Desirable

Public Transport System Knowledge

RYA short-range radio license

KEY RESPONSIBILITIES

Lead and Manage Team: Supervise and mentor a team of control room operators, ensuring they are equipped with the knowledge and tools necessary for success, while aligning their efforts with business objectives.

Control Room Operations: Accountable for the output of the control room operations and efficient delivery of UBTC services. Directing control room operators, engineers and crew to deliver service commitments and exceed vessel-capacity targets.

Service Delivery: Authority over scheduled sailings programmed within a 72-hours timeframe, inclusive of vessel allocation, crew deployment and contingency plans.

Cost Management: Responsible for monitoring, tracking and reporting on fleet operations staffing costs and control room costs, exploring alternative options to reducing unnecessary overtime spend.

Staff Training: Provide development-focused training to control room operators, emphasising logistical problem-solving, creative thinking, report writing, and communication skills.

Stakeholder Management: Communicate service disruptions to operational team members and senior leaders clearly and within a timely manner, providing concise plans to address any issues and challenging at all levels when required to deliver service requirements. This includes directing Masters, engineers, customer team and food and retail teams on any issues that are likely to impact UBTC’s service offering.

Contract Management: Responsible for the contract and budget management of the company’s service delivery tracking systems, including regular stakeholder meetings and addressing any system issues promptly. .

Operational Coverage: Manage shift allocation for control room operators, provide sickness and holiday cover when needed, and manage payroll and expense entries alongside the People & Culture Team.

Collaboration: Partner with the sales, business scheduling and engineering teams to address charter booking inquiries, dry-docking, and vessel and crew availability , ensuring plans are developed and recorded, and accurate costing and reconciliation has been included.

Incident Management: Ensure compliance with the company’s Emergency Procedures (EMPROC), reporting and managing incidents and emergencies appropriately.

Stakeholder Relationships: Build and maintain strong relationships with key stakeholders such as THOREB, HOGIA, London River Services, Port of London Authority, and Thames Operators, influencing decisions that impact UBTC services.

Project and Budget Support: Assist the Head of Customer & Fleet Operations with budget and project management, taking the lead as required and allocating resources effectively.

Reporting: Ensure control room operators and departmental managers produce and share all service and passenger information reports within the specified timeframes, including compiling data for the Fleet & Customer Operations balanced scorecard.

Team Ethos: Cultivate a positive and inclusive culture that supports a “one team” approach across all operations.

BEHAVIOURAL COMPETENCIES:

Experienced leader with the ability to mentor, coach and manage conflict.

Ability to motivate and inspire others around them to perform at their best.

Ability to identify improvement areas and communicate these upwards.

Ability to respond quickly and take a “hands on approach”.

Calm disposition with the ability to work under pressure.

Ability to analyse, interpret and transform data into actionable and strategic decisions.

Able to proactively plan, manage, delegate tasks and work to assign deadlines.

Team player who enjoys working in a high achieving environment

Positive with a “can do” attitude and commitment to delivering the best

This is a operational leadership role, which requires flexibility to work outside standard 9-5 hours, including weekends, being on call, absence and holiday cover.

LOCATION AND TRAVEL

You’ll be based in head office atClipper House, Trinity Buoy Wharf, Poplar, London E14 0JY, a short walk from Canning Town tube or a hop across the river on our staff boat, from North Greenwich tube.

This Job description is non-exhaustive