Operations Manager
- Job Type: Full-time, Permanent
- Location: Wolverhampton
- Salary: Up to £44,000
- 35 hour week - flexible working hours
We are seeking an Operations Manager to lead a team of managers and caterers, delivering exceptional customer service and exceeding customer expectations. This role involves working with key stakeholders to innovate and differentiate our service offerings, driving key performance metrics, and continuously improving competitive value.
Day to Day of the role:
- Manage a depot of front-line staff, encompassing all aspects of line management with Key Performance Metrics such as attendance, revenue protection, customer satisfaction, and competency management.
- Collaborate with the safety team to enhance the safety culture within the depot, ensuring staff are trained and competent.
- Accountable for talent management, including retention, recruitment, and managing staff turnover in collaboration with HR and Finance departments.
- Engage with frontline staff through presence and availability, building strong relationships.
- Develop reports on key performance indicators with industry stakeholders.
- Work with the performance team to drive a culture of continuous improvement in train performance.
- Participate in projects within the business as agreed with the Customer Experience Manager.
- Maintain a collaborative and open relationship with Local Union Representatives.
- Conduct investigations and formal hearings with support from the HR team.
- Fulfil on-call duties to support colleagues and manage incidents.
Required Skills & Qualifications:
- In-depth knowledge of the railway industry.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
- Strong interpersonal skills with the ability to interact professionally at all levels.
- Proven ability to manage and lead a team effectively.
- Experience in leading and managing performance through people, preferably within a customer service environment.
- Experience in managing costs and influencing sales.
Benefits:
- Flexible working - come and go to suit you!
- Opportunities for professional development and growth within the company.
- Free passes for transport
- Free city centre parking
To apply for the Operations Manager position, please submit your CV detailing your relevant experience and why you are interested in this role.