Bus Station Manager

Permanent | £37,435 - £41,890 per annum + benefits

Permanent
Hours of Work: 36.5 per week
Reference number: WMCA00915
Salary: £37,435 - £41,890 per annum
Closes: Sun 5 Mar 2023

If you are a natural team leader and consider yourself to be an expert when it comes to delivering a great customer experience then this may be the role for you.
We are looking for someone who thrives within a fast-paced environment and enjoys a role with a lot of autonomy. We need a conscientious individual who will act as the eyes and ears for the organisation, to maintain our high standards of customer service and the health and wellbeing of all Bus Station users. Our aim is to deliver a smart, friendly, visible, customer-centric service to all bus station users.
The Bus Station Manager is a brand-new role within the organisation and has been put in place to manage the day-to-day operation of a cluster of Transport for West Midlands owned Bus Stations, ensuring a safe and operationally effective environment. You will create positive working relationships with a range of internal and external stakeholders and coach and direct your team to deliver an exceptional customer experience.
This is the perfect role for someone with direct management experience and an extensive background in customer service, who is looking for a change of industry. This role will allow you to make a real difference to the customer experience across our bustling sites and it’s a special opportunity to inject positive change.
Due to the nature of the role, there will be a requirement to work occasional weekends and bank holidays and work on-call shifts. You must be flexible to travel to different Bus Stations across the West Midlands.
What you will be doing

• Ensure accurate local passenger information, journey planning and ticketing support in Bus Stations
• Lead and manage a local Bus Station team and work with the Regional Bus Station Manager to ensure an effective people plan is in place
• Ensure accurate rota and holiday/annual leave planning, including overtime allocation within agreed budgets
• Work with the Regional Bus Station Manager to implement Transport for West Midlands’ emerging Bus Station Customer Experience Strategy
• Ensure the Bus Stations are maintained to high standards, facilities adhere to brand guidelines and are clean and safe
• Responsible for ensuring the day-to-day operational Health and Safety of the bus stations
• Support the Regional Bus Station Manager in managing the slot booking system for bus departures at bus stations
• Foster positive working relationships with a range of stakeholders including Bus Operators, contractors and local authority representatives
• Collect and report on a range of agreed KPI’s, ensuring compliance against set criteria, providing monthly performance updates and improvement action plans
• Carry out adhoc administration tasks to support regional manager including raising invoices and purchase orders
• Provide 24 hour ‘On Call’ Duty Manager’ support on a rotational basis (1 week in 7) for bus stations and infrastructure, ensuring sites remain safe and secure outside of normal working hours. Provide emergency assistance to other areas of Transport for West Midlands e.g., Midland Metro during periods of disruption and act as Key Holder to open and secure bus station facilities where required

About you

• Experience of Line Management including performance management processes
• Able to identify and implement measures to improve the customer experience
• Effectively manage own time and workload
• Experience of Health and Safety Management
• Stakeholder Management experience
• A high level of customer service skills and experience in a customer-interfacing role within a pressurised environment
• Able to coachteam members to achieve their full potential
• A good standard of literacy and numeracy sufficient to produce reports including numerical data
• Good organisational skills with the ability to follow/give instructions to achieve results
• The ability to work positively with the public and stakeholders and work under pressure
• Have cultural sensitivity and empathy, with an ability to identify and serve the needs of a range of customers from different backgrounds and experience of helping people with mobility and other impairments, challenges, and requirements
• Good I.T. skills, including Microsoft Word, Excel and Outlook

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About us*
WMCA is committed to a better connected, more prosperous, fairer, greener and healthier region. This is our vision. We will achieve our vision through living our values which are central to how we work and interact with our wider partners and stakeholders.
We’re a partnership organisation. Our people feel valued and respected, have a can-do attitude and are innovators. We try new ways of doing things, we aren’t afraid to fail, learn from what went wrong and try again. Our people are empowered to be creative and explore and innovate.
We are a “Leaders in Diversity” accredited organisation, are in the Inclusive Top 50 Employers List and are one of The Times Top 50 Employers for Women. As a Disability Confident Employer, we have made a positive commitment to interviewing all applicants with a disability who meet the essential role criteria. We are committed to building a team of people with varied backgrounds and experiences as we recognise that this will only benefit us as an employer, the more inclusive we are the better our work will be.
As an organisation, we will continue to adapt and develop to the opportunities and challenges ahead. We will continue to transform ourselves and our organisation into the best we can be, underpinned by our values and behaviours and everyone contributes towards achieving our vision.
Furthermore, wherever possible we will offer flexible working options which assist work-life balance. We are very happy to discuss a flexible working pattern that suits your needs, so please do not let that be a barrier to applying. If your values align with ours and you’re committed to working towards creating a future we can all be proud of, we want to hear from you.
About your application
You will be asked to upload an up-to-date CV and a supporting statement which demonstrates how you meet the essential criteria for the role for which you are applying.
If you would like to discuss alternative methods to the online application as a reasonable adjustment please contact the Resourcing Team (careers@wmca.org.uk
).
Our application process is designed to be anonymised. By doing this, we pay attention to relevant information and mitigate the potential for any unconscious bias. We ask all applicants to remove their name and avoid referring to protected characteristics, such as gender or age, when uploading their CV and Supporting Statement.
Location
16 Summer Lane, Birmingham, B19 3SD. Hybrid working conditions are currently in place which means working remotely and coming to the office when required.

Job Type: Permanent

Salary: £37,435.00-£41,890.00 per year