PSV, COACH Operations Supervisor

zen travels west midlands limited; Walsall; On-site; GBP 32,000 - 42,000; Full time

Job summary

zen travels west midlands limited is seeking an Operations Supervisor to support the Director in leading the day-to-day coach operations, ensuring safety, punctuality and cost efficiency. You will manage drivers, drive staff engagement and ensure adherence to policies while improving customer satisfaction and profitability.

The role requires strong leadership, professional conduct, and the ability to work with cross-functional teams including Traffic Office, Drivers, and Engineering to meet

Qualifications

• Current PCV/PSV driving licence.
• GCSE Grade C/4 or above in English and Maths, or equivalent qualifications.

Responsibilities

• Maintain engagement and communication with driving teams and operational staff.
• Conduct driver appraisals and performance reviews.
• Identify training and development requirements and take appropriate action.
• Support disciplinary, grievance and absence management procedures in line with policy.
• Ensure induction for new drivers and operational employees.
• Monitor staff welfare and maintain relationships across the business.
• Promote teamwork, professionalism, accountability and respect.
• Support day-to-day coach operations and Traffic Office allocations.
• Ensure services are delivered safely, punctually and efficiently.
• Assist in implementing Standard Operating Procedures and budgets.

Education

GCSE English and Maths

Job description

Reporting directly to the Director, the Operations Supervisor will play a key role in supporting the day-to-day management of the company’s coach operations, driving team and Traffic Office/Allocations function.

The role will support the Director in leading and managing the operational team, ensuring services are delivered safely, punctually, reliably and cost-effectively. The Operations Supervisor will also contribute to improving operational efficiency, customer satisfaction and overall business profitability.

The postholder will be responsible for supporting depot performance, driver management, staff engagement, customer service and compliance with company policies, procedures and legal requirements.

A key part of the role will be ensuring that the company maintains a safe, professional and disciplined working environment, while developing a skilled, motivated and compliant workforce.

Due to the nature of this role, you will be required to work closely with the Director, Traffic Office, Drivers, Engineering and other operational staff to ensure daily operational requirements and performance targets are achieved.

You will be expected to demonstrate strong leadership, promote structure and discipline, act professionally at all times and lead by example. All employees, customers and colleagues must be treated with dignity, fairness and respect.

Key ResponsibilitiesDriver and Staff Management

• Maintain strong engagement and communication with the driving team and operational staff.
• Conduct regular driver appraisals and performance reviews.
• Identify training and development requirements and ensure appropriate action is taken.
• Support the Director with disciplinary, grievance and absence management procedures in accordance with company policy.
• Conduct return-to-work interviews following periods of absence.
• Ensure all new drivers and operational employees receive an effective induction.
• Monitor staff welfare and ensure any concerns are dealt with appropriately and promptly.
• Maintain effective working relationships with employees across the business.
• Promote a positive working environment based on teamwork, professionalism, accountability and respect.
• Ensure employees understand and follow company policies, procedures and operational standards.
• Occasional driving to do cover any sickness or emergency.

Operations and Traffic Office

• Support the day-to-day management of coach operations and the Traffic Office/Allocations function.
• Ensure adequate staff and vehicle planning is in place to meet the operational requirements of the business.
• Support the effective allocation and deployment of drivers and vehicles.
• Monitor daily operations to ensure services are delivered safely, punctually and efficiently.
• Assist in managing operational issues and ensuring appropriate action is taken.
• Support the implementation and continuous improvement of Standard Operating Procedures.
• Ensure operational decisions are made in accordance with company procedures and relevant legislation.
• Support the Director in delivering agreed operational plans, budgets and service standards.
• Ensure the company’s Operator Licence undertakings are consistently followed.

Safety, Compliance and Incident Management

• Promote a strong safety culture throughout the business.
• Support the management and reduction of vehicle collisions, staff injuries and passenger injuries.
• Ensure effective incident prevention and management procedures are followed.
• Investigate operational incidents where required and ensure appropriate follow-up action is taken.
• Identify operational risks and escalate concerns to the Director where necessary.
• Ensure drivers and operational staff comply with company policies, procedures and legal requirements.
• Support ongoing driver compliance, training and development.

Performance and Customer Service

• Manage and monitor agreed operational Key Performance Indicators (KPIs).
• Support improvements in punctuality, reliability, vehicle utilisation and operational efficiency.
• Monitor customer service performance and ensure customer issues and complaints are dealt with professionally and promptly.
• Develop and maintain positive working relationships between Operations, Commercial and Engineering teams.
• Liaise with external organisations and service providers where required to improve operational performance, reduce lost mileage and improve punctuality.
• Support the Director in maintaining consistently high standards of customer service.
• Take ownership of operational issues and ensure they are resolved or escalated appropriately.

Financial and Administrative Responsibilities

• Support the Director in ensuring all cash-handling procedures are followed correctly.
• Support the effective management of operational costs and resources.
• Assist with delivering agreed budgets and operational targets.
• Ensure operational records and documentation are completed accurately and maintained appropriately.

Essential Qualifications

• Current PCV/PSV driving licence
• GCSE Grade C/4 or above in English and Maths, or equivalent qualifications.

The successful candidate will demonstrate:

• Reliability, conscientiousness and a strong sense of responsibility.
• The ability to take ownership of issues and see them through to resolution.
• A self-motivated and positive “can-do” attitude.
• Strong leadership and people-management skills.
• Excellent written and verbal communication skills.
• Good organisational and time-management skills.
• Excellent working knowledge of Microsoft Office.
• The ability to work independently and use initiative.
• The ability to work effectively as part of a wider team.
• A flexible and cooperative approach to changing business requirements.
• The ability to remain calm and make effective decisions in a busy operational environment.
• The ability to make decisions in accordance with company policies, procedures and operational requirements.
• A professional approach with the ability to lead by example.
• Must have flexibility
• Previous supervisory or team-leadership experience.
• Experience working within a transport, coach, bus, logistics or similar operational environment.
• Experience managing drivers or operational staff is desirable.
• Experience dealing with customer service and operational issues is desirable.