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- Tasks: Lead a dynamic team in managing day-to-day operations of our Central Control Room.
- Company: Join a leading transport company focused on service excellence and innovation.
- Benefits: Enjoy health perks, discounted travel, 25 days holiday, and financial wellbeing support.
- Why this job: Make a real impact by improving service delivery and mentoring future leaders.
- Qualifications: Experience in managing teams and a strong understanding of transport operations required.
- Other info: Thriving environment with opportunities for personal and professional growth.
The predicted salary is between 40000 - 50000 ÂŁ per year.
We have a fantastic opportunity for two Senior Performance Controllers to join our Central Control Room team in our Caledonia depot. Reporting to the Head of Performance, the Senior Performance Controller will act as the direct line management for the Controllers ensuring that support and guidance is given when required and manage the day-to-day operation of all services under their control, highlighting poor performance and ensuring action plans are devised and shared with Head of Performance.
Key Accountabilities
- Manage the day-to-day floor operations of the Operational Control Centre (OCC) ensuring smooth service delivery, ensuring escalation protocols are followed and that appropriate corrective action is taken.
- Line management of Control Room Supervisors.
- Provide guidance and support to Control Room Supervisors and team members.
- Provide support to service performance controllers as needed to always achieve the best EWT / OTD – i.e. in normal and disrupted operating conditions.
- Act upon live / known information impacting the quality of service by ensuring the most optimal route control strategies are ready and rolled out in a timely fashion.
- Constantly provide guidance and reminders to Service Performance Controllers regarding “Dos and Don’ts” when implementing route control strategies, and regarding compliance with SOP service delivery standards and guidelines.
- Ensure the company’s EWT/OTD objectives are consistently aimed for with a high Service Delivery standard.
- Identify the areas of consistent underperformance and report accordingly to the Hub Manager.
- Liaise with internal and external stakeholders as needed (e.g. Operations & Engineering teams) to ensure any on-the-day issues are progressed and resolved.
- Monitor on-the-day punctuality/attendance of Service Performance Controllers and report any issues to the Head of Performance and Operations management for appropriate action.
- Provide formal and informal feedback to Service Performance Controllers and team members on their performance.
- Be the first checker of all compliance items: officials report, logs, coding, lost mileage, control strategies, etc.
- Act as a deputy for the Head of Performance in their absence.
Skills and Experience:
- Proven experience managing multi-level teams in a control room or transport operations environment.
- Track record of improving operational efficiency or service delivery.
- Experience working with transport management software.
- Strong understanding of regulatory frameworks, health & safety, and compliance requirements within transport operations.
- Strategic thinker with the ability to balance operational needs and long-term goals.
- High resilience and composure under pressure.
- Customer-focused mindset with a drive for continuous service improvement.
- Ability to mentor, develop and motivate supervisory-level staff.
- Conflict resolution and performance management capabilities.
Rewards
- 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.
- 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.
Senior Performance Controller in Glasgow employer: First Bus
Contact Detail:
First Bus Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Performance Controller in Glasgow
✨Tip Number 1
Network like a pro! Reach out to current employees in similar roles or departments on LinkedIn. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by researching the company’s values and recent projects. Tailor your answers to show how your experience aligns with their goals, especially around service delivery and operational efficiency.
✨Tip Number 3
Practice common interview questions, but also be ready for situational ones. Think about times you've improved performance or handled conflict in a team setting – those stories will make you stand out!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest can keep you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Senior Performance Controller in Glasgow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Performance Controller role. Highlight your experience in managing teams and improving operational efficiency, as these are key aspects of the job. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our Central Control Room team. Share specific examples of your past achievements and how they relate to the responsibilities outlined in the job description.
Showcase Your Skills: Don’t forget to highlight your experience with transport management software and your understanding of compliance requirements. We’re looking for someone who can hit the ground running, so make sure we see that expertise in your application!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at First Bus
✨Know Your Stuff
Make sure you’re well-versed in the key responsibilities of a Senior Performance Controller. Brush up on your knowledge of operational control centres, service delivery standards, and compliance requirements. Being able to discuss these topics confidently will show that you’re serious about the role.
✨Showcase Your Leadership Skills
Since this role involves line management, be prepared to share examples of how you've successfully managed teams in the past. Think about specific situations where you improved performance or resolved conflicts. This will demonstrate your capability to lead and motivate others.
✨Prepare for Scenario Questions
Expect questions that put you in hypothetical situations related to service disruptions or underperformance. Practice how you would handle these scenarios, focusing on your strategic thinking and problem-solving skills. This will help you articulate your thought process during the interview.
✨Engage with the Interviewers
Don’t just answer questions; engage with your interviewers. Ask them about their experiences in the Central Control Room and what challenges they face. This shows your interest in the team and the company, and it can give you valuable insights into the role.