Operations Supervisor

arriva; Gillingham; On-site; GBP 36,000 - 49,000; Full time

Job summary

Arriva in Gillingham is seeking an Operations Supervisor to oversee day-to-day bus services, allocate driving duties, and respond to incidents. The role emphasizes safety, customer and colleague experience, and regulatory compliance within a rotating 5-days-out-of-7, 40-hour week.

You will lead a team of drivers, collaborate to resolve operational issues, and contribute to continual improvement of service quality. A strong, communicative leader with industry knowledge is required.

Qualifications

• Supervisory or managerial experience in operations
• Knowledge of Health and Safety practices and regulations
• First Aid certification or willingness to obtain
• Strong coaching and communication abilities
• Customer-focused with good IT skills
• Ability to influence decisions and manage competing priorities
• Industry knowledge (PCV/HGV) or related transport ops
• Team player with resilience and flexibility
• Experience working in unions-friendly environments

Responsibilities

• Health and Safety: maintain a safe workplace and encourage proactive safety measures.
• Customer Service: handle inquiries, manage complaints, and oversee lost property procedures.
• People Management: support Arriva values, brief drivers, ensure uniforms, and facilitate training.
• Quality Assurance: monitor operational systems, standards, and efficient duty allocation.
• Financial Oversight: record hours and optimize duty allocation for cost-efficiency.
• Continual Improvement: track daily KPIs and support site improvement initiatives.
• Corporate Social Responsibility: promote Arriva values in all interactions.

Skills

Supervisory experience

Operational management

Health and Safety

First Aid certification

Coaching

Communication

Customer focus

IT skills

Influencing and decision-making

Industry knowledge (PCV/HGV)

Team player with resilience

Experience with Trade Unions

Job description

Role: Operations Supervisor

Location: Gillingham

Shifts: Rotating; 5 days out of 7

Hours: 40 per week

Salary - £42772

Welcome to Arriva!

Our Operations Supervisors contribute to the effective running of our day-to-day operation, with a continual focus on our improving the experience of colleagues and customers.

Purpose of role

Contribute to the achievement of the site annual business plan by effectively supporting the day-to-day operation of bus services, providing a first point of contact for drivers throughout daily span of operation. Operational responsibility for daily processes and proactive network management, including the effective allocation of driving duties, as well as responding as appropriate to all operational issues that may arise, such as collisions, passenger injuries, diversions and traffic disruption. Support the delivery of a safe and regulatory compliant operation, whilst seeking continual improvement of customer and colleague experience.

Main Responsibilities:

• Health and Safety: Collaborate to maintain a safe workplace, identify risks, and encourage proactive safety measures.
• Customer Service: Respond positively to customer inquiries, manage complaints effectively, and oversee lost property procedures.
• People Management: Support a culture of Arriva values, ensure timely briefings for drivers, oversee uniform compliance, and facilitate staff training and development.
• Quality Assurance: Manage operational systems, monitor standards, and ensure efficient duty allocation.
• Financial Oversight: Record hours accurately, optimize duty allocation, and focus on cost-efficiency.
• Continual Improvement: Contribute to daily KPI tracking, share best practices, and support site improvement initiatives.
• Corporate Social Responsibility : Uphold and promote the organization's values in all internal and external interactions.

Essential Requirements:

• Supervisory experience with strong operational management skills.
• Demonstrates Arriva's Values
• Proficient in Health and Safety
• First Aid certification (or willingness to obtain)
• Strong coaching and communication skills
• Customer-focused with effective IT skills
• Influencing and decision-making abilities
• Industry knowledge (PCV/HGV)
• Team player with resilience and flexibility
• Experience working with Trade Unions

This job description sets out the main duties and responsibilities of the jobholder. It does not constitute an exhaustive or comprehensive description of duties and the job holder will be required to carry out any additional tasks as and when requested to do so by their manager. Responsibilities and duties may also change in light of future business needs and personal development.

At Arriva we acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.