Head of Operations

We have an exciting opportunity for someone to join our Senior Management Team as our Head of Operations.

About Us:

Nottingham City Transport is the biggest transport operator in Nottingham, with approximately 1,100 employees we provide a comprehensive network of bus services across the city, 7 days a week.

We are one the most successful Bus Companies in the UK and the only operator to have won UK Bus Operator of the Year five times. Our mission is to provide those we serve with a safe, reliable, value for money, integrated, public transport network which has the least impact on our environment.

Role Overview:

An exciting opportunity has arisen to join the Senior Management Team as Head of Operations at NCT. Reporting into the Managing Director, the successful candidate will provide strategic leadership on all commercial and operational aspects of the business.

Key Responsibilities:

Commercial, Operations & Service Planning

  • Control and coordinate the efficient and effective delivery of the Company’s scheduled and advertised service in accordance with our Customer Charter and Business Plan.
  • Ensure that the Company’s service network meets customer requirements, ensuring service reliability, efficiency, and safety.
  • Developing, in conjunction with the Executive Board, the Company’s operational objectives, and short, medium and long-term strategies, having regard to the Company’s responsibilities to its shareholders, customers, employees and other stakeholders.
  • Ensure that the Company meets all its statutory obligations in respect of the delivery of its service network with particular reference to “Operator Licence” requirements, health and safety at work, and other driving regulations as stipulated by DVLA, DVSA or other regulatory bodies.
  • Authorised “Transport Manager” responsibility and status on Company’s “O” Licence.
  • Closely monitoring performance against KPI’s and ensuring that necessary action is taken to address any underlying performance issues relating to operations and service delivery.
  • Conduct comprehensive analysis of service performance, market trends, and customer feedback to identify areas for improvement and growth.
  • Collaborate with cross-functional teams to develop innovative solutions for enhancing service quality, reliability and customer experience.
  • Ensure that the Company’s policy in respect of the “Emergency Plan” and response to “serious incidents” is properly maintained and communicated, as appropriate, throughout the business.

Leadership and Communication

  • Create a ‘one department’ culture between our Service Delivery and Garage Management functions.
  • Lead and inspire a diverse team of Managers and Supervisors, fostering a positive work environment and promoting a culture of accountability and continuous improvement.
  • Provide guidance and support to team members, promoting their professional growth and development.
  • Foster a culture of safety and ensure compliance with all applicable regulations and standards.
  • Manage staffing matters in accordance with the Company’s policies, to include; target setting, monitoring of employee performance, and dealing with disciplinary and grievance issues.

Customer Experience

  • Promote a customer-centric culture throughout the business, emphasising service excellence, reliability, and customer service.
  • Working alongside the Head of Marketing, develop and implement initiatives to enhance our overall customer experience.
  • Monitor customer satisfaction levels through surveys, feedback mechanisms, and other metrics, and take proactive measures to address any issues or concerns.

Stakeholder Engagement

  • Represent the Company with external bodies and agencies including local authorities (i.e. Officers and members) and their agents, national & local regulatory bodies, trade groups and associations and local community groups.
  • Collaborate with stakeholders to identify and address service gaps, emerging trends, and evolving customer needs.
  • Work alongside the Head of Engineering to optimise resource allocation and utilisation.
  • Attend Joint Consultation Committee (JCC) meetings with its Committee Members and recognised Trade Union.
What We’re Looking For:
  • Previous experience managing a Commercial/Operations function of a similar size to NCT within the industry (1,000 + employees, 300 + vehicles, multi-site and turnover of circa £50m).
  • Experience and detailed understanding of the design and operation of bus services in an urban environment (incl. network design, service planning and delivery).
  • Extensive knowledge and experience in managing change within the bus industry including network/service changes, operational restructuring, and performance improvement
  • Previous experience representing a Company with external bodies and agencies including local authorities, national & local regulatory bodies, trade groups and associations and local community groups.
  • Analytical with a strong capability in analysing service performance, market trends, and customer feedback to identify areas for improvement and growth.
  • Proactive approach in addressing underlying performance issues relating to operations and service delivery.
  • Detailed understanding of the road regulatory regime covering the operation of commercial passenger vehicles and drivers hours’ legislation.
  • Excellent communication and interpersonal skills.
  • Collaborative leader that can foster a positive work environment and promote a culture of continuous improvement.
  • Personable leader who relates well at all levels of the business.
  • Optimistic and solution focused when dealing with difficult situations.
  • Experience working in a Unionised business with a strong background in Trade Union relations and working knowledge of collective bargaining processes
  • Manager CPC holder.
  • Preferably a PCV driving licence holder.
  • Monday to Friday, 37 hours weekly, with some flexibility to meet operational requirements
Salary and Benefits:
  • Salary will be dependent upon skills and experience.
  • 25 days’ holiday per year, plus bank holidays.
  • Free travel for you and two nominees on all NCT buses and the tram.
  • Excellent pension scheme with 6% employer contributions (after approx. 3 months).
  • Great health care package that includes dental and optical care with a range of other benefits (after 6 months).
  • Life assurance worth £10,000 (after 6 months).
How to Apply:

Applications are managed online. Before you apply, there are a few basic requirements:

  • You must be legally entitled to work in the UK.
  • Basic skills in reading, writing and maths are important too.
  • All new employees have to undertake a medical assessment as part of the assessment process.

As you complete the application form, remember this is your opportunity to sell yourself. Tell us as much about you as possible and why you want to work for NCT.

Closing date for applications is Friday 3rd November 2023.

CLICK HERE to apply.

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