Operations Manager

First Group; Accrington; On-site; GBP 42,000 - 57,000; Full time

Benefits offered by this job

Health benefits package (Simply Health

Smart Health plan

Employee assistance program (EAP)

Discounts on brands and supermarkets

Free bus pass after probation

Cycle to work scheme

25 days holiday + bank holidays

Pension scheme and share purchase

Job summary

First Bus in Accrington is seeking an Operations Manager to oversee local services, ensuring safe, reliable journeys and adherence to service levels. The role focuses on coordinating events and operations in line with policies.

You will lead a team, engage with customers and suppliers, and work with internal and external partners to optimise performance, safety, and customer satisfaction. This full-time role offers stability and opportunities within the First Group network.

Qualifications

• Experience in customer service delivery and SLA management.
• Proven project management capabilities.
• Strong leadership with the ability to influence others.
• Ability to develop disciplined processes and procedures.
• Experience planning and managing events/operations.
• Knowledge of transport regulations and industry standards.

Responsibilities

• Ensure safety standards during external operations.
• Know customer SLA in detail.
• Develop major blockade management plans with safe systems.
• Build relationships with client personnel.
• Coordinate with external agencies and councils for rail replacements.
• Attend contract and planning meetings.
• Support supplier engagement and data updates.
• Collaborate with internal teams to improve processes and client satisfaction.
• Provide information to SLT on operator and driver standards.

Job description

About First Bus:

Are you ready to advance your career with one of the UK's leading bus operators? Join a forward-thinking company that embraces cutting-edge bus technology, from innovative mobile apps to environmentally friendly vehicles. We are passionate about delivering passenger journeys that are sustainable, comfortable, and efficient. We are at the forefront of innovation in the industry, connecting communities and shaping the future of public transport.

We have a fantastic Opportunity for an Operation Manager to join our team in Accrington on a full time permanent basis.

The role of the Operations Manager is to provide a local FTS management presence and operational service to customers. The Operations Manager is the primary point of contact for customers and suppliers within the area of responsibility.You will plan events and operations in accordance with FTS’s policies and procedures.

Key responsibilities

• Ensure safety standards are maintained at all times during external operational activity
• Have a detailed knowledge of the customer’s SLA
• Support the development of standardised major blockade management plans to include local safe systems of work, traffic management requirements, agreed pick up/set down points and staff and supplier information.
• Build strong relationship with key client personnel
• Liaise with external agencies/stakeholders, councils, police, etc. in connection with plans for rail replacement or other FTS operations
• Sense check vehicle diagrams and work with the relevant Diagrammer to ensure they are correct for the block.
• Attend Contract Review Meetings and Planning Meetings as required
• Visit coach/bus/taxi operators in accordance with the Supplier Engagement Plan and provide information to ensure database is updated after each visit/contact.
• Liaise with internal FTS functions to ensure service delivery requirements are met
• Seek any new business opportunities for FTS within area.
• Be flexible in the duties and the area in which you carry them out, which may vary from time to time depending on the needs of the business and your team.
• Build strong working relationship with opposite Operations Manager(s) to ensure all aspects of the role are covered, from operator visits to being visible on the ground during major work
• Work collaboratively with our internal teams to feedback and identify process and workflow improvements to improve client satisfaction.
• Attend all internal Operations meetings (H&S, Supplier Management, Operations Managers) to embed into the team and be compliant with H&S objectives
• Provide information to the SLT about Operator Standards, Driver Standards, Coach Standards, and customer perceptions of FTS Service Delivery, recommending where improvements can be made to optimise levels of performance.

Skills/Experience

• Customer engagement skills and commitment to achieving excellent service delivery
• Project management competency
• Strong manager with effective leadership skills
• Ability to engage and influence others
• Ability to develop and implement disciplined practices and procedures
• Solution finder with the ability to deal with complex information
• Ability to work under pressure
• Financial and budgetary competency
• Sound understanding of the coach & bus market and conversant with industry legislation
• Event/operations planning and management experience
• Project management

Rewards

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 cash back benefits across optical & dental as well as virtual GP appointments, mental health support and nutrition and fitness advise. 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 etc
• Working at First you also receive discounted train travel for you and your family after 6 months service as well as a free bus pass
• Cycle to work scheme
• Up to 25 days holiday + bank holidays
• Pension scheme and chance to buy discounted First Group shares

Equal Opportunities

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.