Operations Controller

Company: TfL, GLA or OPDC

Positions: 2 - 1 x Day Shift & 1 x Night Shift

• Day shift - £46,569 plus Driving Allowance of £1,915 + TfL Benefits
• Night shift - £54,894 plus Driving Allowance of £1,915 + TfL Benefits

Grade: 4VR15

Contract type: Permanent

Reference: 5441

Number of roles: 2 x Full Time

Contract details: Permanent Shifts – All offers of employment are subject to satisfactory right to work checks, and candidates must be able to demonstrate their legal right to work in the UK. In certain circumstances, TfL may be able to sponsor Skilled Worker visas for roles and individuals that meet the required eligibility criteria, including those covered by transitional rules.

Job Purpose: Working either nights or during the day to offer 24 hour coverage at Victoria Coach Station (VCS) to ensure the safe and secure provision of express bus services on the ground through front-line supervision of operational activities and staff, pro-actively engaging with stakeholders and customers to deliver operational excellence.

Key Accountabilities:

• Monitor and control the 24 hour vehicular operation of all three terminals at VCS through close liaison with coach operator staff, drivers and stakeholders, ensuring Traffic Management Plan (TMP) rules and procedures are followed, business strategies can be implemented and Key Performance Indicator (KPIs) targets can be met.
• Drive and manoeuvre Public Carrying Vehicles around the vehicle movement area and local roads to enable coach drivers to observe the required legal rest periods and to rearrange coaches onto the gates securing maximum utilisation of the available space to ensure coach services arrive and depart safely and efficiently.
• Meticulously record and input all arriving and departing vehicle data using a variety of paper-based and electronic equipment to enable real-time information to be shared across the station and vehicle activity to be accurately charged to the relevant operator.
• Liaise with coach operators to obtain real time information to enable the effective management of coach activities at VCS and across London.
• Custodian of the Traffic Management Plan ensuring the governance of safety and security of pedestrians, customers, contractors and employees on the vehicle movement area.
• Support the Site Controller in emergency situations, initiating the deployment of resources and leading operational staff to evacuate terminals and ensure the safety and security of staff and customers.
• Provide Health, Safety and Security assurance across the VCS operational areas through report creation and collation, awareness of contractor activities on site and proactive patrols to continuously meet our commitment to safety and security on site.
• Deputise for the Site Controller as required.

Knowledge, Skills & Experience:

• Knowledge: Education to GCSE or equivalent. Knowledge of TfL and VCS objectives, policies and procedures – especially those relating to health and safety. A geographical knowledge of the coach service network in the United Kingdom and of international services operating from VCS. Understanding of the unique limitations of coach manoeuvrability and how this can impact operations within finite working space. Have a full UK driving licence for at least 3 years and have, or be able to achieve within 6 months, a PCV driving licence qualification (Essential).
• Skills: Well practised, demonstrable communication skills, both oral and written. Proficient in the use of Microsoft Office products including Outlook, Word and Excel. Proficient in the use of press to talk 2 way radios. Ability to achieve results through others. Excellent customer service skills in a busy 24/7 front-line operational environment and ability to manage difficult conversations. Motivation to achieve quality results and to seek continual improvement. A meticulous approach to the completion of paperwork relating to operator charging and the security of monies, possessions and equipment.
• Experience: Working under pressure in a frequently changing front-line environment. Achieving results with minimal supervision, resolving problems and reacting dynamically to challenging situations. Delivering world class service to multiple stakeholders with limited resources. Supervising small teams to deliver against agreed targets.

Equality, diversity and inclusion: We are committed to equality, diversity and inclusion and aim to reflect the diverse communities we serve. We believe that a diverse workforce enables us to deliver better services and outcomes. Our goal is to make our recruitment as inclusive as possible. As a Disability Confident Leader, we actively encourage applications from disabled people.

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home
• 30 days annual leave plus public and bank holidays
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel

Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4 week period. Hybrid working arrangements can evolve subject to business requirements.

Vetting Process: At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services.