Purpose

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.

Promote the Arriva Values to create an inclusive working environment reflective of the communities we serve.

Safety is everybody's responsibility

You are required to co-operate and ensure that the workplace is safe for everyone by taking reasonable care not to do anything that might endanger yourself or others, either through your actions or lack of action, and never to act in a way that causes either you or Arriva to be in breach of the law. You are expected to consider, and take account of, the potential hazards and risks in everything you do whilst you are at work. Detailed H&S Responsibilities are published in the Arriva HS&E Management System.

Main responsibilities

Health and Safety - Work with the Site Leadership Team to ensure that the workplace is safe for everyone by taking reasonable care not to do anything that might endanger you or others, either through your actions or lack of action. Complete and encourage the proactive identification of unsafe conditions or unsafe behaviours either within the Depot or in respect of Road risks.

Customer - Respond to customers in a positive, understanding, friendly manner, providing as much information as possible to answer customer enquiries. Ensure complaints are answered in a timely manner and fully investigated with appropriate actions taken to prevent a reoccurrence. Ensure the secure management and storage of lost property is maintained at all times.

People - Support an organisational culture that embodies the values of Arriva and promotes Equality, Diversity & Inclusion (ED&I). Ensure drivers report for work and on time, are fully briefed / updated on the latest communications, including driving standards/road incidents updates, and are allocated the specific vehicle to take out on service. Ensure that drivers present themselves for duty wearing the correct uniform in the correct manner. Ensure all staff have the necessary training and development to enable them to perform to their optimum capability. Create an open culture of trust and honesty, inspiring and motivating employees to be proud to work for Arriva. Ensure adequate recording of absence and that drivers adhere to policy and procedures. Communicate with Trade Union reps, with a view to achieving a positive working relationship based on mutual honesty and trust.

Quality - Effectively manage the day-to-day operational systems, ensuring all duties are fully staffed. Accurately record lost mileage on service disruptions and enter on system, and liaise with Engineering Department to ensure vehicle availability and progressing vehicle issues. Monitor quality standards as defined by Arriva KPIs and local business objectives.

Financial and decision-making - Ensure correct hours are recorded daily on the computer/wages system. Ensure optimized duty allocation and scrutiny of overtime to maximise cost-efficiency building their own awareness and capabilities in the tools and techniques as to deliver effective performance, people and process improvement.

Continual Improvement & Innovation - Contribute to the continual improvement of the site by ensuring the daily KPI data is up to date. Work closely with Site Operations Manager and peer group to share best practice throughout UK Bus.

Corporate social responsibility - Uphold, safeguard and promote the reputation and values of the organisation throughout all internal and external business relationships and activities.

Essential Postholder Requirement
Supervisory experience in a role where a high level of staff or other resource management skills are required. Person Specification
Demonstrate the Arriva Values.
Good understanding of Health and Safety
Valid First Aid certificate (or willing to obtain)
An effective coach, able to demonstrate effective listening, direction setting and feedback skills
Customer awareness
Effective written and verbal communications, as well as proficient IT Skills
Influencing skills
Well developed organisational and decision-making skills
Knowledge of PCV/HGV industry
Works well as part of a team
Strong self motivation and resilience
Flexibility
Capable of working under pressure, and prioritising workload.
Experience of working in partnership with Trade UnionsThis job description sets out the main duties and responsibilities of the job-holder. 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