At a Glance
- Tasks: Lead a dynamic team in a fast-paced, 24/7 operational environment.
- Company: Join CMAC Group, a leader in global passenger transport solutions.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Be part of a diverse team that values every individual's contribution.
- Why this job: Make a real impact by ensuring exceptional service during critical moments.
- Qualifications: Strong leadership skills and experience in operational management required.
The predicted salary is between 40000 - 50000 £ 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. 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. 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. 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. 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. 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. Experience 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. Our portfolio of specialist brands include Suntransfers.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. 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. 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 Emergency Duty Team Manager in Accrington
✨Get Some Hands-On Experience
If you're looking to land that full-time gig in emergency medical services, don't underestimate the power of hands-on experience! Volunteering with local ambulance services or first aid organisations can give you a great insight into the field and show potential employers you’re dedicated.
✨Connect with EMS Communities
Join local EMS associations or online groups where professionals chat about job opportunities and trends. These communities are goldmines for networking, and you might just overhear about openings at places like CMAC Group that aren't even advertised yet!
✨Showcase Your Skills Through Certifications
Make sure you’re up to date with your certifications—CPR, first aid, and any relevant EMS training. Having these on your CV or mentioned in interviews can really set you apart from the crowd when applying for that full-time role.
✨Leverage Local Job Fairs
Don’t forget about job fairs, especially those focused on healthcare and emergency services. These events are perfect for meeting representatives from companies like CMAC Group face-to-face and making a lasting impression. Plus, they often have a ton of insider info about the hiring process!
We think you need these skills to ace Emergency Duty Team Manager in Accrington
Some tips for your application 🫡
Highlight Relevant Certifications:In the emergency medical services world, certifications like EMT or Paramedic are crucial. Make sure to prominently display any relevant qualifications on your CV to show you’re qualified and ready to jump in.
Showcase Your Experience in High-Pressure Situations:This isn’t just about ticking boxes; we want to see how you’ve handled emergencies. Share specific examples from your past roles, focusing on your ability to stay calm and effective under pressure—this will really make your CV stand out!
Craft a Personal Cover Letter:Use your cover letter to express your passion for EMS. Share a brief story about why you got into this field and what drives you. This personal touch helps us connect with you beyond just your qualifications.
Emphasise Teamwork and Communication Skills:Being part of an EMS team means communication is key. Highlight your experiences working in teams, especially in stressful environments, and how you effectively communicate with both your team and patients. This will show us you can thrive in our fast-paced world.
How to prepare for a job interview at CMAC Group
✨Brush Up on Your Medical Knowledge
As we're stepping into the emergency medical services world, it's crucial to have a solid grasp on medical protocols and procedures. Expect to face scenario-based questions where you'll need to demonstrate your decision-making skills in high-pressure situations, so reviewing your medical textbooks or guidelines might just give you the edge!
✨Showcase Your Communication Skills
In EMS, teamwork and communication can literally save lives. Be prepared to discuss how you've effectively communicated in past settings or during training exercises. They might throw in questions about managing stressful interactions with patients or colleagues, so highlighting your soft skills could really set you apart.
✨Familiarise Yourself With Local Protocols
Since you'll be serving the community, knowing the specific EMS protocols and guidelines of CMAC Group is key. Research their operations and any recent changes they might have implemented. Demonstrating that you're well-informed about local practices shows your commitment and readiness to hit the ground running.
✨Prepare for Practical Assessments
Don't be surprised if your full-time interview includes a hands-on assessment. Practising skills like CPR, patient assessment, and using EMS technology will show you're ready for the rigours of the job. So gather your training materials and maybe even practice with a mate to simulate the scenario-based tests you might encounter.
