Lead Coordinator

We have a fantastic opportunity for a Lead Coordinator to join our team on a part-time permanent basis. The hours are 20 per week and will mostly be required at the weekends. The area this role will cover is Reading/South.

The Role

To continuously enhance the skills and abilities of the coordinators through observation, coaching, and training in order to achieve optimal service levels in line with or exceeding our client KPI's and SLA's and their expectations around quality. Providing a level of support and supervision operationally to our Coordinators working very closely with the operation managers, identifying training needs by individual and as a wider group of key employees. Subsequently, you will assist the Coordination Manager to address performance and quality issues which will include documented training.

Key Responsibilities

• Liaise with the Coordination Manager and work closely with the operations managers to understand key stakeholder concerns and identify issues arising or areas of performance or compliance that could be improved.
• Address performance or training issues and deliver performance improvements in line with our values and commercial commitments.
• Work directly with frontline staff to deliver effective coaching, with the aim to improve performance, quality, accuracy, and productivity.
• Engage with Coordinators individually and as a group to proactively facilitate and positively impact engagement levels and ultimately performance.
• Routinely conduct performance observations to provide immediate intervention and performance improvement coaching.
• Report various metrics to the Coordination Manager and other key stakeholders such as portal usage compliance and quality, station staff feedback, engagement, and performance levels.
• Coach, motivate, and assist frontline staff in a safe, compliant, and ethical manner to achieve goals and performance targets.
• Work with the staff manager to ensure regular communication with Coordinators as a whole and identify opportunities for further engagement.
• Create innovative coaching activities and interventions to support performance improvement.
• Perform any other related duties in line with business and contractual requirements/objectives.
• Lead role in recruiting and inducting new Coordinators.

Skills/Experience

• Experience of working in an operational role and managing workflow.
• Experience working in a fast-paced customer service environment.
• Experience coaching others and managing performance.
• Experience working to safety policies and procedures.
• Excellent presentation and training skills in both small and large group settings.
• Energetic and passionate about helping others achieve goals and targets.
• Meticulous attention to detail and process-oriented thinking.
• Ability to positively influence behaviour changes through a naturally engaging and inspiring approach.
• Ability to influence and effectively persuade to build on improved performance.
• Self-motivated and collaborative in developing solutions.
• Ability to prioritise and meet specified deadlines.
• Strong ethos of inter-departmental working.
• Customer focused and committed to excellent service delivery.

Must have a driving license and own vehicle due to the nature of the role which will include travelling at a time where disruption will be affecting public transport.

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 cashback 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 of 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.
• Enhanced maternity / paternity pay.

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.