Operations Delivery Manager (North East)

Grand Central; Sunderland; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading train service provider is looking for an Operations Delivery Manager for their Sunderland Depot to lead the Customer Service Delivery Team. This pivotal role ensures exceptional customer experiences through operational excellence and team development while maintaining safety and compliance. Candidates must be qualified Train Guards with strong leadership and communication skills.

Benefits

Pension Scheme

Unlimited Free Travel for you and immediate family

Employee Assistance Programme

Access to Headspace library

Child Care Vouchers Scheme

Cycle to Work Scheme

Qualifications

• Thorough knowledge of operational rules and regulations.
• Customer focused with excellent communication skills.
• Team-oriented and flexible approach.

Responsibilities

• First point of contact for Senior Conductors regarding operations.
• Lead on the Senior Conductor Competency Management System.
• Conduct accident and incident investigations as required.

Skills

Communication

Decision Making

Organizational Skills

Teamwork

Education

Qualified Train Guard

Recognised qualification in incident investigation

Job description

Operations Delivery Manager (North East) page is loaded

Operations Delivery Manager (North East)

Apply locations Sunderland Depot time type Full time posted on Posted 6 Days Ago time left to apply End Date: June 24, 2025 (7 days left to apply) job requisition id JR030378

Grand Central Railway (part of the Arriva Group) are recruiting for an Operations Delivery Manager at our Sunderland Depot. This exciting new role offers the opportunity to work as part of our successful Customer Service Delivery Team leading our Senior Conductors based at the Sunderland depot.

Your role will be to support and develop your team, focusing on creating an outstanding customer experience as well as being the first point of contact for your people’s welfare and competency needs.

You will be safety focussed, a confident communicator and self-motivated. You will already be a leader or one in the making. Ideally you will have a wealth of experience to bring to this role, but attitude is the most important.

You will need to be a qualified Train Guard and able to manage your own workload to regularly assess the competency of the Senior Conductors, demonstrating excellent attention to detail and ensuring personal, team and customer safety standards are always upheld.

You will work with a variety of different stakeholders across GC and the wider rail community. Knowledge of operational rules, regulations, policy, instructions relating to the Senior Conductor are pivotal in this role.

Here at GC our we pride ourselves in employing the best people for the job.

We offer a competitive salary and additional benefits which include:

• Pension Scheme

• Unlimited Free Travel for you and your immediate family on all Grand Central services. In addition, we currently offer concessionary travel on other Arriva Trains UK franchises.

• Employee Assistance Programme

• Access to the entire Headspace library - your personal guide to mindfulness, sleep, focus, movement and more.

Benefits available upon completion of probation period (6 months):

• Friends & Family Passes pro-rata allocation of return standard class journeys (terms & conditions apply)

• Company Medical Insurance provided by AXA PPP Healthcare (taxable benefit)

• Company Wellness Package (including dental/optical treatment) provided by WPA (taxable benefit).

• Child Care Vouchers Scheme

• Cycle to Work Scheme

• Arriva Village employee rewards and benefits scheme

What will I be doing as an Operations Delivery Manager?

Key responsibilities include:

• First point of contact for Senior Conductors on all matters involving day to day operations including health, safety, welfare and performance issues

• Lead role for the GC Senior Conductor Competency Management System (CMS) including planning, assessing, briefing and guiding fellow safety critical colleagues in their roles to ensure safe, competent GC Senior Conductor performance as per the SMS

• Provide the business operations expertise regarding Senior Conductor duties

• Support the delivery of the training and briefing of traincrew and other related tasks as directed

• Ensure customer service standards are delivered onboard GC services through coaching / assessing supported by the Senior Conductor assessors / mentors and Service Quality Manager.

• Provide cross depot cover including all aspects of the Senior Conductor and Operations Delivery Manager role.

• Lead on accident/incident investigations when of a Senior Conductor duties / operations / technical /specialised nature and when otherwise required.

• Carryout on call duties

What will I need to be successful as a Operations and Safety Specialist?

Essential

• Thorough knowledge of operational rules, regulations, instructions relating to Senior Conductor duties, including company policies and standards for safe operations

• Qualified train guard or experience in a similar role

• Customer focussed with excellent communication skills

• Good decision maker, excellent organisational skills and ability to work well under pressure

• Ability to self-manage and use initiative when required

• Meets industry medical requirements to carryout Senior Conductor duties

• A recognised qualification in incident investigation

• Team-orientated, flexible approach and customer focused

Desirable

• Industry recognised qualifications in competence assessment and coaching/mentoring

• A recognised safety qualification

• Industry recognised Training qualification

• Recognised People Management qualification

• Line Management or Supervisory experience

How to Apply:

Please submit your current CV and a cover letter detailing your reasons for applying, close date for applications is Monday 23rd June.

Interviews will be held Monday 30th June and Wednesday 2nd July

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About Us

Arriva is a leading provider of passenger transport across Europe, employing around 34,400 people and delivering around 1.6 billion passenger journeys. With buses, trains, coaches, trams, waterbuses, bike-sharing systems, on-demand transport solutions and a rolling stock leasing company, Arriva proudly connects people and communities safely, reliably and sustainably across 11 countries, delivering these services in a better way, every day. The activities of Arriva are divided into four business units: UK Bus, UK Trains, The Netherlands and Mainland Europe. Arriva has passenger transport operations in the Czech Republic, Croatia, Hungary, Italy, the Netherlands, Poland, Slovakia, Slovenia, Spain and the United Kingdom, and also operates a rolling stock leasing company in Romania.

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