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Service Delivery Manager

First Bus are looking for a Service Delivery Manager in Truro!

As our Service Delivery Manager, you will manage the contracts for all activities placed within the Truronian remit, as well as having direct operational accountability for the Truronian Private Hire, Rail Replacement and Contracts unit, based across the full operating company. 

You will be responsible for ensuring that contractual targets, compliance measures and customer requirements are fully achieved, both in terms of internal delivery and external customer satisfaction. Your key focus will be to operational performance and customer service.

This is a middle management role reporting directly to the Head of Operations, which also includes providing staff managerial support and also supporting the commercial team with new and existing business development activity.

Welcome to First Bus

First Bus is one of the country's largest bus operators – taking 1.6 million customers to their destinations every day. We're a forward-looking business at the forefront of bus technology, leading the way on contactless payments, mobile Apps and real time information. Our investment in state-of-the-art, new buses is just one part of our transition to a low-carbon future. It's an exciting time to be here.

What will you be doing?

  • Improving operational performance in a sustainable manner, with a key focus on improving lost miles and punctuality, resulting in delivery of agreed key performance indicators
  • Ensuring that all staff (Supervisors and Drivers) are fully trained to a high standard of Customer Service, so that the customer experience at each site is consistently achieved
  • Assisting commercial team in the development of new commercial opportunities within the Operating Company (OpCo)
  • Ensuring that all drivers are compliant with domestic or EU hours regulations and ensuring that all depots have the facility to correctly manage both driver and vehicle requirements and accurate records maintained
  • Ensuring that available fleet is fully utilised to ensure that commercial opportunities are maximised throughout the OpCo, linking with business unit managers
  • Liaising with depots on all performance management, disciplinary and grievance investigations related to activities within your control
  • Conducting any disciplinary, grievance or absence management reviews  
  • Raising PO's and controlling budget of allocated projects as agreed
  • Working with the Training function to ensure that operational teams are competently trained, and achieving agreed establishment requirements for the rail replacement hub
  • Ensuring that all staff involved in any ad-hoc work (non-local network) are fully conversant with route risk assessments and have been provided the correct job packs to ensure the job can be carried out safely
  • Liaising with external stakeholders and attending relevant meetings to improve service performance and to ensuring we are positioned to acquire as much work as possible
  • Ensuring collaboration between operational and engineering team members, fostering excellent working relationships between drivers and Supervisors, to ensure a consistent customer experience
  • Ensuring an effective working relationship with recognised trade union representatives and officials
  • Being the Site Responsible Person for all aspects of depot compliance, governance and engagement of our people

What are we looking for?

  • Experience of contract and commercial management of high-profile contractual relationships
  • Hold CPC in Passenger Transport or have ability and willingness to acquire this and be prepared to go on O licence as Transport Manager
  • Approachable and a strong team player
  • Ability to work under pressure and to tight deadlines
  • Confident communicator at all levels, including good presentation writing skills
  • Outstanding project management and organisation skills
  • Customer focussed, inquisitive and confident to challenge the status quo
  • Proficient in the use of Microsoft Word, Excel and Powerpoint to communicate plans and results across the business

What can we offer you?

  • 25 days Annual Leave + Bank Holidays
  • Free bus pass for you and your family on joining
  • First Xclusives – Discounts on many high street brands, supermarket's, holiday's and cinema tickets, to name a few
  • First My Rewards - Discounted train travel for you and your family after 6 months service – travel as far as London/Edinburgh for £6!
  • Generous pension and shares scheme
  • Employee Assistance Programme – 24hr, 365 days a year mental health support

We put a big focus on physical and mental wellbeing at First Bus. We recognise that anyone can be affected by the stresses and strains of work, or life outside it. You'll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.

Apply now! We look forward to receiving you application.

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.

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UK Bus - Truro
Unit 4, The Whetter Buildings, Newham Industrial Estate, Truro, Cornwall, England, TR1 2XR
  • Ref:
  • Company:
    First UK Bus
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    UK Bus - Truro
  • Salary:
    £32k - £35k, dependent on experience
  • Closing Date:
    31 August 2022
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