Service Delivery Manager

The Role

At Aircoach, we pride ourselves on getting our customers to the Airport on time! With our routes reaching out of Dublin to Belfast, Derry, Galway, Cork and South Dublin we need a Service Delivery Manager join our team, reporting into the Operations Manager working within our close knit Operations team here in Dublin.

What will you be involved in?

You will lead the improvement of the driving standard through thorough training, quality investigations which identify root causes, and meaningful assessments of our driving team, while sharing best practice with the wider FirstGroup team along the way. You will work with our Staff Manager to ensure our front-line team are well trained and well equipped to provide the best customer journey to our passengers.

You will be delivering and managing all aspects of our Customer Experience, Safety and Driver training, incorporating the FirstGroup and Aircoach vision and values and policies and procedures. You will be supported by a Driver Trainer and Driver Standard Coach' to achieve this.

Part of the role is to manage all aspects of compliance and systems across our internal processes (CCTV/Fire Safety/Drivers Hours/ticketing) and functions both under EU and Domestic regulations

Got your attention?

To be successful in this role, you will of course need to have demonstrable experience in a similar role as you'll be the subject matter expert on all things People and Process.

Alongside that, we're looking for,

• Bus or Coach experience would be ideal, otherwise experience in a similar environment
• An effective communicator and leader who is able to challenge the culture of "assessment"
• Comprehensive knowledge of Driver Rules and Regulations
• An innovator, able to identify tools and technology which will enhance our systems and reduce inefficiencies and manual intervention
• Leadership skills, with the ability to develop people to there best!
• Most importantly people driven.
  
  

You will be accountable for delivering Driver Training, ensuring training programmes are fit for purpose, and working alongside the driver trainer to assist with remedial support. Other duties will be involved such as oversite of Aircoach compliance, ensuring legislative updates are implemented and own the company training & workforce plans & ensure they remain relevant. You will be carrying out audits of the sites, working with transport claims & carrying out monthly Drug & alcohol testing as required by FirstGroup Policy.

Skills, Experience and Qualifications required

• Well-developed oral communication skills to deliver presentations, facilitate learning and explain complex issues to a range of audiences with various levels of understanding or be willing to undertake development to reach this standard
• Well-developed instructional training skills, able to demonstrate complex tasks effectively to a range of audiences with various levels of understanding or be willing to undertake development to reach this standard
• Demonstrates a positive attitude and the ability to accept and encompass change, friendly and approachable
• Pro-active, tenacious, and self-managing with a strong personal drive, able to cut through negativity and focus on the positive.
• Professional appearance and manner at all times
• Ability to act as a role model for learners and existing drivers, demonstrates interest and curiosity in new ideas and opportunities. Mentor Driver Standards Coach's and the Driver Trainer.
• A valid PCV license is an advantage, either EU or UK.
• Occupationally competent in the bus and coach industry or other transport sector.
• Experience of successfully achieving deadlines and working without close supervision within the transport industry
• Demonstrates excellent customer service through understanding the customer journey.
• IOSH or other recognised Health and Safety qualification.
• Experience of carrying out Risk Assessments within the workplace and have an understanding of the Health and Welfare at work Act 2005.

On top of your salary, there are some brilliant benefits. Our package helps your weekly wage go further, while providing long-term financial security.

• First Xclusives discount scheme: You and your family & friends can benefit from over 3,000 offers on high street & leisure brands such as: ASDA, Specsavers, Costa, B&Q and many more
• Free travel on our buses for you and your family
• £6 all-day train travel for you and your family on Great Western Railway, South Western Railway, Avanti, Trans Pennine Express, Hull Trains
• Free onsite parking + cycle to work scheme
• Up to 5 weeks holiday + bank holidays
• Pension scheme + chance to buy discounted FirstGroup shares.