Lead Coordinator

1 day ago

Reading, Reading, United Kingdom First Bus Full time
Lead Coordinator Opportunity

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:
  • Health and wellbeing benefits, including Simply Health & Smart Health, EAP provision, and cycle to work scheme.
  • Financial wellbeing benefits, including a platform with discounts on high street brands and supermarkets.
  • Travel benefits, including discounted train travel and a free bus pass.
  • Pension scheme and chance to buy discounted First Group shares.
  • Enhanced maternity/paternity pay.
  • Flexible working.

We are committed to creating an inclusive and diverse workplace, where everyone feels valued and supported. We welcome applications from all backgrounds and perspectives.

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