Duty Manager (Team Leader) in Accrington

About the Role

The Duty Manager leads the live shift across CMAC's 24/7, 365-day operation, taking ownership of its safe, efficient, high-quality and commercially controlled running while on duty. The role is responsible for protecting client service levels, contractual commitments and customer and passenger outcomes while leading the operational response to disruption, service issues and significant incidents. This is a hands-on operational leadership role requiring close involvement with the live operation. The Duty Manager directs people and resources in real time, supports colleagues during periods of high demand and operational disruption, and develops a high-performing, accountable and customer-focused team.

What Success Looks Like

• Service levels, contractual commitments and customer outcomes are consistently achieved across the live operation.
• Operational risks, demand spikes and service disruptions are identified early and managed effectively.
• Resources are deployed efficiently to meet changing operational requirements.
• Customers, passengers, clients and suppliers receive timely and professional communication during service incidents.
• Team members are developed, supported and held accountable for performance and quality standards.
• Quality, compliance and commercial controls are maintained across all operational activities.
• Continuous improvement opportunities are identified and implemented to enhance service delivery and operational efficiency.
• Operational records, audit trails and compliance requirements are maintained accurately.

What You Will Do

• Live Operational Control
• Take ownership of the safe, efficient and effective delivery of the live shift.
• Monitor operational demand, queue health, unallocated work, exceptions and service risks.
• Prioritise activity and direct resources in real time to protect service levels and customer outcomes.
• Make timely decisions relating to changing demand, operational risks and service delivery challenges.
• Deliver structured, detailed shift handovers highlighting outstanding actions, risks and customer commitments.

• Customer, Passenger & Client Delivery
• Protect client service levels, contractual commitments and agreed customer outcomes.
• Lead the operational response to service failures, disruptions and significant incidents.
• Coordinate service recovery activities and stakeholder communications.
• Manage escalated issues from clients, customers, passengers and suppliers professionally and effectively.
• Identify emerging service risks and support incident reviews and preventative actions.

• People Leadership & Development
• Provide day-to-day leadership and line management support to Senior Operations Controllers and Operations Controllers.
• Conduct regular 1:1 meetings, performance discussions and coaching sessions.
• Support onboarding, probation management and colleague development activities.
• Manage attendance, performance, conduct and wellbeing matters fairly and consistently.
• Ensure adherence to operational procedures, controls and client requirements.
• Foster a positive, inclusive and high-performance team culture.

• Quality, Commercial Control & Continuous Improvement
• Maintain high standards of quality, accuracy, compliance and customer care.
• Monitor operational performance, complaints, errors and rework activity.
• Identify and address process inefficiencies and avoidable operational costs.
• Utilise management information and operational data to improve resource deployment and decision-making.
• Support operational changes, process improvements and system implementations.
• Escalate significant commercial or client risks appropriately.

• Risk, Compliance & Information Security
• Handle customer, client, supplier and payment information in line with company policies and data protection requirements.
• Maintain accurate operational records and audit trails.
• Report suspected security, compliance, operational control or data-related breaches immediately.
• Promote a safe, respectful and professional working environment.
• Raise concerns where operational practices may create risk for CMAC, clients or customers.

About You

You are an experienced operational leader who thrives in a fast-paced, customer-critical environment. You remain calm under pressure, make confident decisions using operational data and are passionate about delivering excellent service to customers and clients. You have strong leadership skills and enjoy developing people, improving processes and supporting teams through periods of operational challenge and change. You are proactive, commercially aware and capable of balancing customer outcomes with business priorities.

Your Expertise

• Essential
• Demonstrable experience leading teams within a fast-paced operational environment.
• Ability to remain calm, professional and decisive under pressure.
• Strong decision-making, prioritisation and incident-management skills.
• Experience coaching and developing colleagues to improve performance and quality.
• Experience managing attendance, performance, conduct and development matters.
• Experience of workforce planning, scheduling or real-time operational management.
• Excellent verbal and written communication skills.
• Strong analytical skills with experience using operational data, management information and Excel.
• Commitment to inclusive leadership and effective risk management.

• Desirable
• Experience within contact centres, travel, transport, aviation, rail, accommodation or disruption management sectors.
• Experience working within a 24/7 operational environment.
• Experience managing client SLAs and contractual service commitments.
• Experience managing supplier, customer or client escalations.
• Relevant leadership or management qualification.

About Us

CMAC Group is a fast‑growing leader in global passenger transport and accommodation solutions - trusted by airlines, rail operators, major corporations and emergency breakdown providers to keep people moving safely and seamlessly, 24/7/365. Since 2007, we’ve built a powerful technology-led aggregation platform that connects clients to a vast, reliable global supply network, enabling us to move over 5 million passengers every year across the UK, Europe and beyond. Our portfolio of specialist brands include Suntransfers.com, CoachHireComparison.co.uk, Minicabit.com and CheckedSafe, which gives us unmatched capability to coordinate transport and accommodation at scale, even in the most complex or time critical situations. Backed by ComfortDelGro, one of the world’s leading mobility groups, CMAC continues to operate with the agility and innovation of an independent business whilst benefiting from the strength, stability and global reach of a major international parent company. At CMAC, you’ll join a team that thrives on solving real world challenges, shaping the future of mobility and delivering exceptional service when it matters most. If you’re driven, curious and excited by meaningful impact, you’ll feel right at home here.

CMAC Group actively promotes equality, diversity and inclusion (EDI). EDI is extremely important to us and we work hard to ensure that everyone connected with CMAC - whether employees, customers, Board Members, suppliers, or partners - has genuine and equal opportunities to participate in our organisation. We welcome and support people of all backgrounds and identities, regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. Our aim is to create an environment where everyone’s rights, dignity, and individuality are respected. We value the unique contribution each person brings to our team and business, and we are committed to building an environment where everyone feels included and able to thrive. CMAC Group is an equal opportunities employer. We welcome applications from all suitably qualified candidates and are committed to ensuring fair, accessible, and equitable treatment for all applicants and employees.