Bus Service Coordinator

We are seeking a Bus Service Coordinator to support the effective planning, coordination, and delivery of rail replacement bus services across remote locations in Greater London. The role is responsible for ensuring all services operate safely, efficiently, and in full compliance with contractual and regulatory requirements. The postholder will lead and manage a team of Rail Replacement Controllers, ensuring high standards of service delivery, strong operational control, and a customer‑focused approach at all times. Applicants must have access to a smartphone, which is required for operational communication, use of company systems, and real‑time service management.

Key Responsibilities

• Oversee the day‑to‑day delivery of rail replacement bus services.
• Ensure all services operate in line with agreed schedules, routes, and contractual obligations.
• Monitor real‑time service performance, including punctuality, reliability, and headway management.
• Respond proactively to service disruption, implementing effective solutions to minimise passenger impact.
• Liaise with internal control teams and external stakeholders (e.g. Transport for London, Network Rail, and train operating companies).
• Lead, brief, and support a team of roadside Bus Controllers.
• Ensure Controllers are effectively deployed at key locations (stops, stands, and interchanges).
• Provide clear instructions and guidance to Controllers during live operations.
• Monitor performance and provide coaching, feedback, and development where required.
• Ensure appropriate staffing levels are maintained at all times.
• Maintain effective communication with drivers and Controllers to ensure smooth service delivery.
• Ensure even service intervals (headway management) and prevent service bunching.
• Oversee driver changeovers, stand allocations, and vehicle movements.
• Ensure drivers receive correct instructions, including break allocations in line with working time requirements.
• Verify that all operational records (e.g. Bus Running Reports) are accurately completed.
• Ensure full compliance with company procedures, TfL requirements, and regulatory standards.
• Promote a strong safety culture across all operations.
• Ensure all drivers are fully briefed and compliant before commencing duty.
• Monitor and enforce adherence to safe working practices, including route risk controls.
• Escalate incidents and ensure appropriate reporting is completed.
• Ensure a high standard of customer experience is delivered at all times.
• Support Controllers in providing accurate information and assistance to passengers.
• Ensure disruption information is communicated clearly and promptly.
• Promote a passenger‑first approach in all decision‑making.
• Support pre‑operation planning, including route familiarisation, risk assessments, and resource allocation.
• Assist in the development of operational plans, briefings, and service documentation.
• Participate in site visits and route surveys where required.
• Ensure all operational materials are distributed and understood.
• Monitor operational performance against KPIs and contractual targets.
• Identify trends and areas for improvement.
• Produce reports on service delivery, incidents, and performance.
• Support post‑operation reviews and continuous improvement initiatives.

Skills, Knowledge and Expertise

• Proven experience in bus operations, ideally within rail replacement or high‑frequency services.
• Experience managing or supervising operational teams.
• Strong understanding of service control, headway management, and disruption management.
• Excellent communication and leadership skills.
• Ability to work under pressure and make effective real‑time decisions.
• Good knowledge of health & safety and regulatory requirements.
• Competent in using operational systems and reporting tools.