Head of Operations – Heathrow in London

Location: Hallmark Connections Ltd, Heathrow Depot, Bedfont Rd, Stanwell TW19 7LZ

Job Type: Full Time

Salary: Competitive Salary

Reporting to the Managing Director, the role of Head of Operations will be managing a team of drivers, as well as the Traffic Office / Allocations. You will have overall responsibility to lead and manage all bus operations, and through efficient management of the operation to grow profitability and provide a consistent quality of service to our customers.

You will be accountable for the depot performance in respect of drivers and bus operational staff and managing the customer experience, dealing with any customer service issues that arise. Due to the nature and importance of this role, you will need to be a Team player and you will need to work closely with other members of your team to ensure that daily targets are met. You must lead, promote structure and discipline within the workplace, behave in a professional manner and lead by example. You must treat other employees and staff with dignity and respect as you would expect to be treated yourself.

Responsibilities

• Identify, develop, and deliver incremental revenue opportunities, including optimisation of fleet utilisation, expansion of commercial contracts, ancillary service offerings, and strategic partnerships, to drive sustainable growth alongside core operational performance.
• Accountable for ensuring drivers and operational staff adhere to the Company Health and Safety Policies and regulations.
• Drive engagement with the depot team, including driving staff and customers.
• Manage the operations team in accordance with Rotala's policies, standard operating procedures and all relevant legislation.
• Deliver agreed plans and budgets, including established level of service and service quality.
• Ensure staff planning at the depot meets the operating requirements of the business.
• Ensure an effective working relationship with recognised trade union representatives and officials.
• Manage and plan collision reduction and staff/passenger injury reduction.
• Ensure the effective management of injury prevention.
• Manage and deliver agreed key performance indicators.
• Maintain position working relationships between the company and local authorities.
• Liaise with external bodies to improve performance of lost miles and punctuality.
• Ensure all cash handling procedures are followed.
• Carry out driver appraisals and direct report appraisals and improve staff skills and identify any training needs.
• Conduct all HR related matters when it comes to managing staff.
• Ensure all drivers are inducted effectively.
• Ensure all staff welfare issues are dealt with effectively.

Team Responsibility KPI's

You will be held accountable to ensure that your direct reports meet the following KPIs:

• Ensure random Drug testing is conducted daily - minimum of 2 per week as standard.
• Ensure random Alcohol testing is conducted daily - minimum of 10 per week as standard.
• Ensure Driving Licence checks are conducted daily - minimum of 10 as standard.
• Ensure Gate Checks are conducted daily - minimum of 5 run-out per day and 5 run-back per day as standard.
• Ensure Service Monitoring (roadside and/or ticketer) is conducted daily - minimum of 10 per day as standard.
• Ensure Depot (departure time) Punctuality is conducted daily - minimum of 10 per day as standard.

Team responsibility KPI's (Key Performance Indicators) are compulsory and shall be met on an operational day-to-day basis (Monday to Sunday), the operational day is defined as between the hours of 00:00:00 and 23:59:59. You must work together as a team to complete the KPI's. When all daily KPI's are completed, they are to be scanned together and sent to, "KPI Group", and by no later than 23:59:59 each day.

Hand over Report (Team)

You need to ensure that the Supervisors record all matters arising from the Company's operating activities and forward such information via email to the next on-duty Supervisor and Management Team. This approach will automatically ensure that the next on-duty Supervisor is fully informed thus they are able to continue to monitor and act, as necessary. Verbal communication in respect of a handover report is unacceptable, it must be electronically recorded.

Hours of Work

You are required to work 45 hours per week (Monday to Friday) you may be required to work weekends and anti-social hours as well as statutory holidays. A flexible approach toward working hours is required to ensure effective cover throughout each day of operation.

Health & Safety

Employees are required to comply with all Statutory/Company Health & Safety Policies and Procedures.

Preferred Skills

• Excellent knowledge and understanding of British Domestic Hours Rules and EU Drivers Hours (as defined within the Transport Act 1968 and the Working Time Regulations 1998).
• A basic level of competence in the use of Microsoft Office Suite (Word, Excel, PowerPoint and Email).
• A basic level of Competence in the use of Trapeze and Ticketer systems.

Qualifications and Education Requirements

What We Offer...

• A dynamic, supportive team environment.
• Company benefits including: free travel for you and immediate family, company pension.
• The chance to make a real difference in how our communities move.

Apply Today!

If you think you have what it takes to help drive our business forward, we would love to hear from you!

Closing Date for Applications is 15th February 2026.