Operations Manager

London Hire Community Services is one of the largest specialist and accessible transport operators in the UK, providing quality passenger transport services across London, and in Kent, Suffolk, Wiltshire, Hertfordshire, and Milton Keynes. Reporting to the Transport Manager, you will be leading a quality passenger transport service in the area. You may be looking for your next step up the Passenger Transport Management ladder, or a complete change of career - we believe the skills and attributes we are looking for are transferrable. Whilst we have systems in place to ensure high standards and high quality services are met, you will also be actively encouraged to use your individual talents, knowledge, experience and personality to run the operation the way you see fit.

Key Responsibilities

• Operations Management
• Lead the daily delivery of transport operations, ensuring a safe, punctual and compliant service delivered in line with our contractual obligations.
• Ensure transport provision meets individual service user needs, including mobility, behavioural, and medical requirements.
• Monitor and partake in the consistent use of Cordic, transport management software, to ensure records of routes completed are maintained.
• Build and maintain genuinely strong relationships with local authorities, families, carers and schools, acting as the first point of contact for queries, concerns and complaints, resolving them in the first instance where possible.
• Support the Transport Manager in route scheduling, identifying the most efficient journeys for the operation.
• Carry out routine on-the-job monitoring both on the road and at schools, day centres and other locations transport is provided to, taking appropriate and timely action on any identified areas of concern.
• Where applicable, complete, review and update risk assessments of transport routes and service users and communicate these to applicable individuals.
• Complete recruitment activities for Drivers and Passenger Assistants, including requesting job advertisements and completing interviews, ensuring the assigned headcount for both roles at your business unit is maintained.
• Monitor overtime and agency usage, keeping costs controlled and identifying solutions for improvement.
• Support continuous improvement initiatives to enhance service quality and efficiency.
• People Management
• Line manage a group of Drivers and Passenger Assistants, providing guidance, support and coaching throughout the employment lifecycle.
• Enter or respond to overtime submissions, absences from work, or similar matters, using the HR & Payroll system.
• Ensure direct reports are regularly completing assigned multimedia training courses, and external professional or role-specific courses, as and when required and before their due date.
• Observe and ensure continual adherence of safeguarding policies and procedures by both you and your direct reports.
• Complete return to works following a period of sickness absence on the employee’s first day back at work.
• Participate in the completion of investigation, disciplinary and grievance processes when required and in accordance with the associated policy.
• Provide training to ‘spare’ drivers on seat removal, configuration, and basic vehicle maintenance tasks such as bulb changing, etc.
• Vehicle Management
• Respond to and oversee the resolving of day-to-day transport incidents, such as accidents and breakdowns, escalating as appropriate.
• Support the Transport Manager in maintaining compliance with operator licensing, vehicle standards, and legal requirements.
• Maintain accurate operational records to support audits and inspections.
• Regularly complete spot-checks of internal and external vehicle cleanliness, ensuring the appropriate high standards are maintained at all times.
• Arrange for suitable vehicle type and internal seating layouts to be allocated, as required for assigned service users.
• Provide training to ‘spare’ drivers on seat removal, configuration, and basic vehicle maintenance tasks such as bulb changing, etc.

Skills, Knowledge and Expertise

• Previous transport experience - desirable.
• Previous people management experience - desirable.
• Sound understanding of computer systems and use of MS Office products - essential.
• Adherence to and promotion of Equality policy at all times.
• Comply with the statutory provision of the Health & Safety at Work Act 1974 and any other relevant legislation or policies and procedures relating to health and safety and good working practices.
• Adherence to all company procedures and codes of conduct relating to the role.

Benefits

• Enhanced annual leave entitlement from employment commencement.
• Enhanced family friendly policy dependent on length of service.
• Access to our Employee Assurance Programme.
• On-site parking.
• Training and development opportunities.
• Regular social functions.