Head of Travel Operations (Permanent) in Walsall

Amans Travel is a well-established and growing passenger transport business providing coach holidays, private hire, school transport, National Express services and tourism-related travel across the UK.

We are looking for an experienced, hands-on Operations Manager to lead the day-to-day running of our transport operation. This is an excellent opportunity for someone with a strong background in the coach, bus or passenger transport industry who enjoys leading people, solving operational challenges and delivering exceptional customer service.

This is a senior operational role with responsibility for service delivery, driver performance, fleet utilisation, compliance and operational profitability. The successful candidate will take ownership of operational KPIs and continuously improve punctuality, efficiency, customer service and cost control while leading, motivating and developing a sizeable operational team of over 50 employees, including drivers and support staff.

• Take full responsibility for the day-to-day operational management of the business.
• Plan and allocate drivers, vehicles and operational resources to meet customer and business requirements.
• Prepare driver rotas, vehicle schedules and resource plans to maximise fleet utilisation.
• Take ownership of the day-to-day delivery and performance of National Express services alongside coach holidays, private hire, school transport, tours and transfers.
• Monitor operational performance, vehicle and driver utilisation, overtime, dead mileage, subcontracting and other operating costs to maximise efficiency and profitability.
• Proactively manage service disruption including breakdowns, accidents, delays, cancellations and emergency situations, arranging replacement vehicles or subcontractors where required.
• Work closely with the Sales Team to ensure commercial commitments can be delivered with available operational resources.
• Build and maintain strong relationships with customers, suppliers, local authorities and external stakeholders.
• Manage driver performance through coaching, mentoring and regular performance reviews.
• Support recruitment, induction, training and ongoing development of operational staff.
• Work closely with the Training Team to ensure all employees remain competent, compliant and fully trained.

Compliance & Safety

• Ensure full compliance with Operator Licence requirements, drivers' hours regulations, tachograph legislation, Road Traffic Act requirements and all relevant transport legislation.
• Monitor compliance with Health & Safety policies and company procedures.
• Ensure vehicles, drivers and operations consistently meet regulatory and company standards.
• Maintain clear operational accountability for a safe working environment, ensuring risks are identified, acted upon and consistently managed.

Customer Service & Commercial Performance

• Handle customer enquiries, complaints and operational issues quickly and professionally.
• Take ownership of operational cost control, including overtime, dead mileage, subcontractor expenditure, productivity and resource utilisation, with a clear focus on improving profitability.
• Identify opportunities to improve operational processes, customer satisfaction and business performance.

Operational Performance & KPIs

• Control driver overtime, agency/subcontractor expenditure and other operational costs.
• Produce regular operational performance reports for the Directors.
• Work with the commercial team to ensure work is priced and accepted with a clear understanding of operational capacity and cost.

Proven Operations Management experience within the coach, bus, passenger transport or travel industry. Experience planning and scheduling PCV drivers and passenger-carrying vehicles. Strong knowledge of fleet utilisation, operational planning and transport logistics. Excellent leadership, coaching and people management skills. Experience managing performance, attendance and employee relations. Strong organisational, planning and problem-solving abilities. Strong commercial awareness with experience managing operational budgets, controlling costs and improving operational profitability. Good IT skills, including Microsoft Office and transport management systems. Knowledge of drivers' hours regulations, tachograph compliance, Road Traffic Act requirements and passenger transport legislation. Experience working within National Express or other scheduled/high-frequency contracted services, coach holidays, private hire, school transport or tourism operations. Experience using transport management or scheduling software.

You will thrive in a fast-paced environment, balancing customer service and compliance with clear accountability for operational efficiency, service performance, cost control and profitability while developing and supporting your team.

You will be organised, resilient and decisive, with the ability to build strong relationships across all areas of the business and drive continuous improvement.

Competitive salary of up to £50,000 per annum, depending on experience. Free on-site parking. Company pension scheme (NEST). Professional development and training opportunities. Career progression within a growing business.

Equality, Diversity & Inclusion

Amans Travel is proud to be an equal opportunities employer. We welcome applications from all suitably qualified candidates regardless of age, disability, race, religion, sex or sexual orientation.

Applications from candidates currently working within coach operators, bus companies, National Express operators, private hire coach businesses or other PSV/PCV passenger transport organisations are particularly encouraged.