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Service Delivery Lead

2 months ago

Bolton, Bolton, United Kingdom DIAMOND BUS Full time

About DIAMOND BUS

DIAMOND BUS is a leading provider of passenger transportation services, committed to delivering safe, reliable, and efficient journeys for our customers.

Role: Service Delivery Manager

Reporting directly to the Managing Director, you will play a pivotal role in overseeing all aspects of bus operations within the East Midlands region. Your primary responsibility will be to lead and manage a team of drivers and traffic office personnel, ensuring smooth and efficient service delivery.

Key Responsibilities
  • Operational Excellence: Directly supervise and manage a team of drivers, traffic office staff, and allocation specialists. Implement robust operational procedures to ensure punctuality, reliability, and cost-effectiveness in all bus services.
  • Customer Focus: Act as the primary point of contact for customer service inquiries and complaints. Proactively address any issues and strive to deliver a consistently positive customer experience.
  • Performance Management: Conduct regular driver appraisals, identify training needs, and foster a culture of continuous improvement within the team.
  • Resource Allocation: Oversee the efficient allocation of drivers and resources to ensure optimal service coverage and minimize operational disruptions.
  • Compliance & Safety: Ensure strict adherence to all relevant regulations, including Operator's Licence undertakings, health and safety protocols, and driving legislation.
Team KPI Success

You will be responsible for ensuring the achievement of key performance indicators (KPIs) that measure operational efficiency and service quality. This includes:

  • Daily random drug and alcohol testing.
  • Regular driver licensing checks.
  • On-time performance monitoring.
  • Customer satisfaction surveys.
Your Profile

We are seeking a highly motivated and experienced individual with a proven track record in the transportation industry. You possess exceptional leadership skills, a strong commitment to safety, and a customer-centric approach.

A Transport Manager CPC qualification is essential for this role.