Coach Manager

Location: Glasgow or Aberdeen

Contract: Full-Time, Permanent

About Us

At First Bus, we are one of the UK's largest bus operators, playing a vital role in keeping communities connected and people moving. Every day, we help millions of passengers reach their destinations safely, efficiently, and sustainably. We are at the forefront of transforming public transport, investing in cleaner, greener technology and innovative solutions to create a more sustainable future. With a growing fleet of zero-emission buses, cutting-edge digital ticketing, and a commitment to exceptional customer service, we are shaping the future of urban mobility. As an employer, we pride ourselves on fostering a supportive and inclusive workplace where our people can thrive.

Position Summary

Reporting to the Commercial Director, this newly formed coach business role within the Scotland Local Business Unit is a critical role and will ensure full delivery of the operational performance and business development ambitions of the King Coaches Operation on a day-to-day basis. The Coach Manager will act with integrity and role model First Bus values and behaviours across their business area and the broader business; and through effective leadership and stakeholder management, they will ensure the needs of King Coaches, local authorities, investors, customers, partners, and colleagues are met.

The Coaching function provides 24hrs, 364 days per year coverage. The Coach Manager is responsible for ensuring a highly effective and profitable coach service that consistently delivers a customer-focused and cost-efficient service, ensuring the team remain engaged, demonstrating high standards and accountability to consistently deliver, responding to change and facilitating growth within First Bus.

Effective management of customer support, service delivery and identification of business development opportunities will be key to success in this role.

Key Accountabilities

• Managing both the King Coaches operations and contracted operations liaising closely with the local Operations Manager.
• Manage all elements of the commercial mix including customer support, business development, pricing, and service delivery.
• Work with the Engineering department to manage fleet allocation in times both business as usual and disruption.
• Providing day-to-day leadership to the team through positive touchpoint conversations and encouraging partnership working and transparency amongst the team.
• Overseeing the service consistently, delivering a customer-focused, cost-conscious, and highly effective coach and bus service.
• Maximising customer service by providing the highest possible levels of reliability and punctuality – continually reinforcing a customer service culture throughout their team and the wider organisation.
• Act as a point of contact for the Senior Management Team during incidents, liaising with Emergency Services and other external authorities.
• Ensuring the accurate recording of all operational incidents, faults, and disruptions to enable the engineering team to deliver accurate and prompt analysis of operational performance data to drive continuous improvement in reliability, resilience, and customer service.
• Be commercially focused and willing to drive growth expanding our coaching footprint and securing work in a competitive nature.
• Review and ensure the customer experience for all bookings is efficient and effective. Ensure accurate reporting of financial performance of all King Coaches.
• Leading the day-to-day liaison with other departments, subcontractors and third parties, to deliver transparent, open and honest partnership working.
• Consistently achieving the highest standards of safety – leading and inspiring their team to achieve the robust delivery of a consistently world-class coach service for customers.

Skills, Experience and Qualifications required

• Previous experience of working in a high-volume, fast paced, customer focused environment.
• Proven track record in structured business development and growing sales revenue through lead generation, marketing, dynamic pricing and improved conversion.
• Strong influencing and negotiation skills with aptitude to build and maintain stakeholder relations, indicative of a professional leader.
• Proven leadership skills are essential to provide strategic and day to day direction to your team and be an effective manager of collective relationships in a unionised environment.
• Self-reliant and straightforward communicator with skill sets to promote the customer facing business, in a positive light with the capacity to inspire in a structured and encouraging way.
• Ability to network with the wider team across multiple functions.
• Previous experience in being proactive in utilising information from a number of systems and resolving problems.
• Ability to follow processes, adhere to policy & procedures, comply with GDPR, whilst also working on own initiative to help answer customer queries.
• Ability to multi-task, prioritise and manage own caseload across King Coaches team.
• Certificate of Professional Competence in Passenger Transport would be desirable. A willingness to study for CPC is essential.

Company Responsibilities

• Adhere to all King Coaches (and First Bus) policies and procedures.
• Undertake any training and development activities at the request of the line manager.

Rewards & Benefits

Your health is important to us which is why we offer Simply Health & Smart Health for you and your dependents at no cost to you! This offering includes cash back benefits across optical & dental as well as virtual GP appointments, mental health support and nutrition and fitness advice. Our EAP provision offers 24hr, 365 days a year mental health support. We are also committed to your financial wellbeing, and we offer a platform with many discounts on high street brands and supermarkets etc. Working at First you also receive discounted train travel for you and your family after 6 months service as well as a free bus pass. Cycle to work scheme, 25 days' holiday + bank holidays, pension scheme and chance to buy discounted First Group shares, flexible working.

We put a big focus on physical and mental wellbeing at First Bus. We recognise that anyone can be affected by the stresses and strain of work, or life outside it. You'll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.

Please apply now. We look forward to receiving your application.

Public transport serves everyone, whatever their differences. At First Bus, we want to be an employer open to you, no matter what your differences are. We aspire to be an inclusive organisation because diverse backgrounds, thinking and experiences bring so many benefits to our customers, communities and people. We welcome applications from all.

Applicants are advised that background checks will be conducted as a standard part of our recruitment process.