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National Express are looking to recruit an Operations Supervisor to work within the Regional Transport Coordination Centre (RTCC). The successful candidate will responsible for monitoring the quality of service across the National Express bus network on a day to day basis, to include the management of accidents and/or incidents taking place on local or national highways which will impact our service delivery function. To monitor key corridor routes via a network of CCTV cameras and other available systems.

What you'll do:

• The radio system must be used in a proactive manner in order to ensure efficient communication, delivery of published services and swift channelling of emergency requirements.
• Give clear guidelines to planned and/or unplanned diversions and explain issues to sites requiring guidance. To monitor potential or actual incidents to stop or minimise loss, theft, vandalism to Company property or assaults to company employees and to provide up to date factual and timely information regarding such incidents via social media channels.
• Monitor and take appropriate corrective actions with Drivers by ensuring timetable and route adherence in conjunction with depots.
• Ensure good customer care is delivered and be fully aware of quality standards ensuring the delivery of a quality product to our customer. To promote a positive Company and self-image when communicating with customers and to wear full uniform issued and the wear/use any ancillary items as directed.
• Requires a good working knowledge of legislation and ensure compliance with driver’s hours Regulations, health and safety regulations and all other Company policies and procedures.
• Assist in cascading information to Drivers and sites where and when necessary. To monitor other operators in all its forms and producing good quality, factual and detailed reports.
• Demonstrate and recognise that the RTCC Operations Supervisor role has a key level of responsibility and that working hours are flexible and general attitude should reflect this.
• Obtain details regarding accidents/incident locations via social media, CCTV or internal and external stakeholders and feed this information onto the relevant departments.
• Regulate services where required by the use of technology and proactively challenge sites on service regulation.
• Inform National Express and other extremal stakeholders of any issues across our service network.
• Manage and assist Drivers or/and sites with short notice diversions if necessary, with factual and up to date information.
• Carry out reliability checks using internal and external software to assist services to ensure the scheduled timetable is maintained and documented as per procedure.
• The ability to appropriately update social media channels with timely and factual service disruption information.
• The RTCC is a shared environment with the local authority and other agencies, which must be dealt with in an appropriate way. The sharing of company sensitive data or information must be appropriate and relevant at all times.
• RTCC has access to CCTV cameras across our bus network which requires a level of trust in this professional environment, where data is shared freely between all agencies.
• Responsible for the overview of service monitoring, and proactively challenge National Express sites on service regulation.
• The management of major events and public order incidents are managed from within the RTCC, in conjunction with internal and external stakeholders, which could include National Express Inspectors, Team leaders and site management.
• Work closely with the Highways Supervisor, taking on current and upcoming tasks as and when required.

What you'll need:

• Relevant operational experience in scheduled service environment.
• Well developed verbal and written communication skills and the ability to influence.
• Confidence in dealing with individuals at all levels of organisations.
• Competent presenter.
• Good computer literacy and competent in using laptop, tablets or other communications devices.
• Strong multi-tasking skills.
• Excellent attention to detail as documents and reports will be submitted to all leaves of the organisation.
• Logical, with the ability to work at both a detailed and strategic level.
• Knowledge and experience in using VIX Horizon software.
• Good knowledge of the National Express network and wider local authority’s areas.
• Good knowledge of the 7 Metropolitan areas of the West Midlands region and the National Highways network.

What we offer in return for your hard work and commitment...

• Free Bus & Coach travel for yourself
• Complimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner
• 50% discount for friends and family on full fares on our coach services

National Express is proud to be a Disability Committed organisation. We therefore welcome applications from disabled candidates. Please let us know in your application if you have any accessibility needs.

Things to Note...

At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.

As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.