Operations Manager

We have a fantastic opportunity for an Operations Manager to join our team in Accrington on a full time permanent basis. Reporting to the Lead Operations Manager, the Operations Manager will provide a local FTS management presence and operational service to customers. The Operations Manager is the primary point of contact for customers and suppliers within the area of responsibility.

Key responsibilities:

• Ensure safety standards are maintained at all times during external operational activity.
• Have a detailed knowledge of the customer's SLA.
• Support the development of standardised major blockade management plans to include local safe systems of work, traffic management requirements, agreed pick up/set down points and staff and supplier information.
• Build strong relationships with key client personnel.
• Liaise with external agencies/stakeholders, councils, police, etc. in connection with plans for rail replacement or other FTS operations.
• Sense check vehicle diagrams and work with the relevant Diagrammer to ensure they are correct for the block.
• Attend Contract Review Meetings and Planning Meetings as required.
• Visit coach/bus/taxi operators in accordance with the Supplier Engagement Plan and provide information to ensure database is updated after each visit/contact.
• Liaise with internal FTS functions to ensure service delivery requirements are met.
• Seek any new business opportunities for FTS within the area.
• Be flexible in the duties and the area in which you carry them out, which may vary from time to time depending on the needs of the business and your team.
• Build strong working relationships with opposite Operations Manager(s) to ensure all aspects of the role are covered, from operator visits to being visible on the ground during major work.
• Work collaboratively with our internal teams to feedback and identify process and workflow improvements to improve client satisfaction.
• Attend all internal Operations meetings (H&S, Supplier Management, Operations Managers) to embed into the team and be compliant with H&S objectives.
• Provide information to the SLT about Operator Standards, Driver Standards, Coach Standards, and customer perceptions of FTS Service Delivery, recommending where improvements can be made to optimise levels of performance.

Skills/Experience:

• Customer engagement skills and commitment to achieving excellent service delivery.
• Project management competency.
• Strong manager with effective leadership skills.
• Ability to engage and influence others.
• Ability to develop and implement disciplined practices and procedures.
• Solution finder with the ability to deal with complex information.
• Ability to work under pressure.
• Financial and budgetary competency.
• Sound understanding of the coach & bus market and conversant with industry legislation event/operations planning and management experience.
• IOSH trained – risk assessment/safety management.

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.
• 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.

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.