Overview
First Bus is a leading UK bus operator. We are forward-thinking and invest in modern bus technology and sustainable, comfortable, and efficient passenger journeys. We have a fantastic opportunity for an Operations Manager to join our Chelmsford depot on a full‑time permanent basis. Reporting to the General Manager, the Operations Manager is accountable for all aspects of operational performance for the depot and will champion a customer‑centric culture to deliver excellent customer experiences while leading a governance agenda that supports compliance with legislation and policy. The role involves developing a high‑performing operations team and fostering a culture of innovation and continuous improvement.
Responsibilities
- Ensure cost efficient delivery of a safe, punctual service
- Dynamically analyse and manage information, systems and data to drive continuous improvement of service performance
- Drive engagement with drivers, management team, and customers
- Foster collaboration between operational and engineering teams to ensure a consistent customer experience
- Manage Service Delivery team across all assigned depots in accordance with FirstGroup policies, SOPs and relevant legislation
- Deliver agreed plans and budgets, including levels of service and service quality
- Ensure staff planning at the depot meets operating requirements
- Maintain effective relationships with recognised trade union representatives and officials
- Manage and plan collision reduction and staff/passenger injury reduction
- Manage and deliver agreed key performance indicators
- Manage people: development, absence management and compliance
- Maintain positive working relationships between operations, commercial and engineering functions
- Liaise with external bodies to improve performance of lost miles and punctuality
- Ensure cash handling procedures are followed
- Act as the Transport Manager for the company as defined by the Traffic Commissioner
Skills and Qualifications
- Proven leadership skills with ability to provide strategic and day‑to‑day direction in a unionised environment
- Strong influencing and negotiation skills
- Excellent customer service focus
- Team builder and driver of high‑performance teams
- Certificate of Professional Competence in Passenger Transport (desirable)
- A willingness to study for CPC is essential
- Passion for safety and driving to deliver a high performing safety culture
- Budgetary and financial experience with ability to analyse data and communicate results clearly
- Ability to endorse commitment to set long/short‑term objectives
- Mentoring/coaching skills to progress business deliverables
- Self‑reliant and clear communicator who can promote the customer‑facing business positively
- Aptitude to build and maintain stakeholder relations and to lead multi‑site operations
Salary and Benefits
- Salary: £55,000 plus up to 15% annual bonus
- £4,000 Transport Manager supplement
- Health benefits: Simply Health & Smart Health for you and dependents
- EAP with 24/7 mental health support
- Financial wellbeing: discounts platform on high street brands
- Discounted rail travel for you and your family after 6 months, and a free bus pass
- Cycle to work scheme
- 25 days’ holiday plus bank holidays
- Pension scheme and opportunity to buy discounted FirstGroup shares
- Enhanced maternity/paternity pay
- Flexible working
Equal Opportunities
Public transport serves everyone. We are committed to being an inclusive employer and welcome applications from all backgrounds and experiences. We operate at sixty plus depots and value diverse thinking that benefits our customers, communities, and colleagues.
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