At a Glance
- Tasks: Lead a dynamic team in a fast-paced, customer-focused environment while ensuring high service standards.
- Company: Join CMAC Group, a leader in global passenger transport and accommodation solutions.
- Benefits: Enjoy a supportive culture with opportunities for growth and development.
- Other info: We value diversity and inclusion, welcoming all backgrounds to thrive in our team.
- Why this job: Make a real impact by solving challenges and delivering exceptional service every day.
- Qualifications: Strong leadership skills and experience in operational management are essential.
The predicted salary is between 35000 - 45000 £ per year.
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.
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. 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. 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.
Key Responsibilities:
- 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.
- Lead the operational response to service failures, disruptions and significant incidents.
- Coordinate service recovery activities and stakeholder communications.
- Identify emerging service risks and support incident reviews and preventative actions.
- 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.
- 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.
- 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.
- Report suspected security, compliance, operational control or data-related breaches immediately.
- Raise concerns where operational practices may create risk for CMAC, clients or customers.
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. Strong decision-making, prioritisation and incident-management skills are essential.
Experience:
- Coaching and developing colleagues to improve performance and quality.
- Managing attendance, performance, conduct and development matters.
- Workforce planning, scheduling or real-time operational management.
- Strong analytical skills with experience using operational data, management information and Excel.
- Commitment to inclusive leadership and effective risk management.
- Experience within contact centres, travel, transport, aviation, rail, accommodation or disruption management sectors.
- Managing client SLAs and contractual service commitments.
- Relevant leadership or management qualification.
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.
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. 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 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. 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.
StudySmarter Expert Advice🤫
We think this is how you could land Duty Team Manager in Accrington
✨Connect with Local Logistic Groups
Dive into local transportation and logistics groups on platforms like Facebook or LinkedIn. Show up to their meetups if you can – it's a great way to network with industry pros who can share insights, job openings, or even refer you to their own company.
✨Get Behind the Wheel of Job Boards
Look for job boards specific to transportation and logistics, like Logistics Job Site or TransportJobs. These platforms often have listings that you won’t find on general job boards, so they’re worth checking out regularly!
✨Leverage Internships & Graduate Schemes
Many companies in transportation and logistics offer graduate schemes and internships that can pave the way to full-time positions. Don't shy away from applying; even a short stint can make a solid impact on your CV and get your foot in the door at companies like CMAC Group.
✨Apply Directly with Us!
When you find openings at great companies, make sure to apply directly through our website. It not only shows your initiative but also helps us to help you get noticed by CMAC Group. Every application gets us one step closer to landing that full-time gig!
We think you need these skills to ace Duty Team Manager in Accrington
Some tips for your application 🫡
Show Off Your Experience:When you're applying for a role in the transportation and logistics sector at CMAC Group, make sure to highlight any relevant experience. Whether it's moving goods, coordinating schedules, or using transportation management software, give us the lowdown on your past gigs. It'll paint a clearer picture of what you're capable of!
Quantify Your Achievements:Numbers speak volumes in logistics! If you've optimised routes, reduced delivery times, or improved customer satisfaction, mention those incredible stats in your CV. This gives us concrete evidence of your impact and showcases your problem-solving skills.
Tailor That Cover Letter:Your cover letter should be more than just a formality—let it breathe your personality and passion for logistics! Explain why you're excited about the role at CMAC Group and how you can contribute to our team. Don't forget to tie in specific skills or experiences that relate to the job description.
Research and Reflect:Before you hit 'submit,' spend some time digging into CMAC Group. Understand our mission, values, and the specific challenges in the logistics industry. This will help you craft a targeted application that shows you truly want to be part of our crew, setting you apart from the rest!
How to prepare for a job interview at CMAC Group
✨Know Your Logistics Basics
Get familiar with the key principles of transportation and logistics, like supply chain management, inventory control, and route optimisation. You might get asked practical questions about how to improve efficiency, so brush up on your problem-solving skills and be prepared to discuss any relevant software tools you've used.
✨Prepare for Scenario-Based Questions
In logistics, employers love to gauge how you'd handle real-life situations. Expect scenario-based questions where you’ll need to demonstrate your decision-making skills, like how to manage delays or coordinate shipments during a crisis. Practise outlining your thought process clearly and logically.
✨Highlight Your Teamwork Experience
Full-time roles in logistics often require collaboration with various teams, so don't forget to showcase your teamwork experience. Think of examples where you've used communication and collaboration to ensure smooth operations, and get ready to elaborate on how you can facilitate teamwork in a busy environment like at CMAC Group.
✨Show Off Your Attention to Detail
In our world of logistics, missing a small detail can lead to big problems. Be prepared to discuss instances where your attention to detail saved the day, whether it was engaging with clients, managing documentation, or tracking shipments accurately. This will help demonstrate how you can be a reliable asset to CMAC Group.
