Operations Delivery Manager (North East)

Arriva Group; Sunderland; On-site; GBP 30,000 - 45,000; Full time

Job summary

Grand Central Railway, part of the Arriva Group, seeks an Operations Delivery Manager at its Sunderland Depot. The role focuses on supporting Senior Conductors while ensuring exceptional customer service and operational safety. Ideal candidates are qualified Train Guards with strong leadership skills and a customer-centric approach.

Benefits

Pension Scheme

Unlimited Free Travel for family on Grand Central services

Employee Assistance Programme

Access to Headspace library

Company Medical Insurance

Wellness Package

Child Care Vouchers Scheme

Cycle to Work Scheme

Employee rewards and benefits scheme

Qualifications

• Thorough knowledge of operational rules and regulations.
• Industry recognised qualifications in competence assessment and coaching/mentoring.
• Experience in a similar role or as a qualified Train Guard.

Responsibilities

• Lead and manage daily operations and performance issues for Senior Conductors.
• Ensure compliance with safety standards and deliver customer service training.
• Participate in incident investigations and provide cross-depot support.

Skills

Communication

Decision Making

Organizational Skills

Customer Focus

Education

Qualified Train Guard

Industry Recognised Qualifications in Competence Assessment

Safety Qualification

Training Qualification

People Management Qualification

Job description

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