Lead Coordinator

1 month ago

Reading, Reading, United Kingdom First Bus Full time
Lead Coordinator Job Description

We are seeking a highly skilled and experienced Lead Coordinator to join our team at First Bus. As a key member of our operations team, you will play a vital role in enhancing the skills and abilities of our coordinators, ensuring optimal service levels and exceeding client expectations.

Key Responsibilities:
  • Liaise with the Coordination Manager and operations managers to understand key stakeholder concerns and identify areas for improvement.
  • Address performance or training issues and deliver performance improvements in line with our values and commercial commitments.
  • Work directly with frontline staff to deliver effective coaching, improving performance, quality, accuracy, and productivity.
  • Engage with coordinators individually and as a group to proactively facilitate and positively impact engagement levels and ultimately performance.
  • Routinely conduct performance observations to provide immediate intervention and performance improvement coaching.
  • Report various metrics to the Coordination Manager and other key stakeholders, including portal usage compliance and quality, station staff feedback, engagement, and performance levels.
  • Coach, motivate, and assist frontline staff in a safe, compliant, and ethical manner to achieve goals and performance targets.
  • Work with the staff manager to ensure regular communication with coordinators as a whole and identify opportunities for further engagement.
  • Create innovative coaching activities and interventions to support performance improvement.
  • Assist in recruiting and inducting new coordinators.
Requirements:
  • Transport industry experience desirable.
  • Experience of working in an operational role and managing workflow.
  • Working in a fast-paced customer service environment.
  • Experience of coaching others and managing performance.
  • Experience of working to safety policies and procedures.
  • Excellent presentation and training skills in both small and large group settings.
  • Energetic and passionate about helping others achieve goals and targets.
  • Meticulous attention to detail, process-oriented thinking.
  • Ability to positively influence behavior changes through a naturally engaging and inspiring approach.
  • Ability to influence and effectively persuade to build on improved performance.
  • Self-motivated and collaborative in developing solutions.
  • Ability to prioritize and meet specified deadlines.
  • Strong ethos of inter-departmental working.
  • Customer-focused and committed to excellent service delivery.
  • Proficient use of MS Office.
Benefits:
  • Your health is important to us, which is why we offer Simply Health & Smart Health for you and your dependents at no cost to you. This offering includes cash back benefits across optical & dental as well as virtual GP appointments, mental health support, and nutrition and fitness advice.
  • We are also committed to your financial wellbeing, and we offer a platform with many discounts on high street brands and supermarkets.
  • Working at First Bus also includes discounted train travel for you and your family after 6 months of service, as well as a free bus pass.
  • Cycle to work scheme.
  • 25 days' holiday + bank holidays.
  • Pension scheme and chance to buy discounted First Group shares.
  • Enhanced maternity/paternity pay.
  • Flexible working.

We put a big focus on physical and mental wellbeing at First Bus. We recognize that anyone can be affected by the stresses and strain 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.

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.

Applicants are advised that background checks will be conducted as a standard part of our recruitment process.

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