Operations Supervisor

Arriva Kent & Surrey Limited; Gillingham; On-site; GBP 36,000 - 49,000; Full time

Job summary

Arriva Kent & Surrey Limited in Gillingham is seeking an Operations Supervisor to contribute to the day-to-day bus operations, supporting drivers and ensuring safe, compliant services. You will allocate duties, respond to incidents, and drive continual improvement in customer and colleague experience while upholding Arriva values.

The role emphasises safety, KPI tracking, stakeholder communication, and staff development, with rotating shifts and a 40-hour week.

Qualifications

• 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.

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.

Skills

Supervisory experience

Health and Safety

Coaching and communication

Customer-focused

IT skills

Influencing and decision-making

Industry knowledge (PCV/HGV)

Team player and resilience

Tools

IT systems

Job description

Role: Operations Supervisor

Location: Gillingham

Shifts: Rotating; 5 days out of 7

Hours: 40 per week

Salary: £42772

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.

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.