PSV, COACH Operations Supervisor

Operations Supervisor – Job Description

Reporting directly to the Director, the Operations Supervisor will play a key role in supporting the day-to-day management of the company’s coach operations, driving team and Traffic Office/Allocations function.

The role will support the Director in leading and managing the operational team, ensuring services are delivered safely, punctually, reliably and cost-effectively. The Operations Supervisor will also contribute to improving operational efficiency, customer satisfaction and overall business profitability.

The postholder will be responsible for supporting depot performance, driver management, staff engagement, customer service and compliance with company policies, procedures and legal requirements.

A key part of the role will be ensuring that the company maintains a safe, professional and disciplined working environment, while developing a skilled, motivated and compliant workforce.

Due to the nature of this role, you will be required to work closely with the Director, Traffic Office, Drivers, Engineering and other operational staff to ensure daily operational requirements and performance targets are achieved.

You will be expected to demonstrate strong leadership, promote structure and discipline, act professionally at all times and lead by example. All employees, customers and colleagues must be treated with dignity, fairness and respect.

Key ResponsibilitiesDriver and Staff Management

• Maintain strong engagement and communication with the driving team and operational staff.
• Conduct regular driver appraisals and performance reviews.
• Identify training and development requirements and ensure appropriate action is taken.
• Support the Director with disciplinary, grievance and absence management procedures in accordance with company policy.
• Conduct return-to-work interviews following periods of absence.
• Ensure all new drivers and operational employees receive an effective induction.
• Monitor staff welfare and ensure any concerns are dealt with appropriately and promptly.
• Maintain effective working relationships with employees across the business.
• Promote a positive working environment based on teamwork, professionalism, accountability and respect.
• Ensure employees understand and follow company policies, procedures and operational standards.
• Occasional driving to do cover any sickness or emergency.

Operations and Traffic Office

• Support the day-to-day management of coach operations and the Traffic Office/Allocations function.
• Ensure adequate staff and vehicle planning is in place to meet the operational requirements of the business.
• Support the effective allocation and deployment of drivers and vehicles.
• Monitor daily operations to ensure services are delivered safely, punctually and efficiently.
• Assist in managing operational issues and ensuring appropriate action is taken.
• Support the implementation and continuous improvement of Standard Operating Procedures.
• Ensure operational decisions are made in accordance with company procedures and relevant legislation.
• Support the Director in delivering agreed operational plans, budgets and service standards.
• Ensure the company’s Operator Licence undertakings are consistently followed.

Safety, Compliance and Incident Management

• Promote a strong safety culture throughout the business.
• Support the management and reduction of vehicle collisions, staff injuries and passenger injuries.
• Ensure effective incident prevention and management procedures are followed.
• Investigate operational incidents where required and ensure appropriate follow-up action is taken.
• Identify operational risks and escalate concerns to the Director where necessary.
• Ensure drivers and operational staff comply with company policies, procedures and legal requirements.
• Support ongoing driver compliance, training and development.

Performance and Customer Service

• Manage and monitor agreed operational Key Performance Indicators (KPIs).
• Support improvements in punctuality, reliability, vehicle utilisation and operational efficiency.
• Monitor customer service performance and ensure customer issues and complaints are dealt with professionally and promptly.
• Develop and maintain positive working relationships between Operations, Commercial and Engineering teams.
• Liaise with external organisations and service providers where required to improve operational performance, reduce lost mileage and improve punctuality.
• Support the Director in maintaining consistently high standards of customer service.
• Take ownership of operational issues and ensure they are resolved or escalated appropriately.

Financial and Administrative Responsibilities

• Support the Director in ensuring all cash-handling procedures are followed correctly.
• Support the effective management of operational costs and resources.
• Assist with delivering agreed budgets and operational targets.
• Ensure operational records and documentation are completed accurately and maintained appropriately.

Essential Qualifications

• Current PCV/PSV driving licence
• GCSE Grade C/4 or above in English and Maths, or equivalent qualifications.

Key Competencies

The successful candidate will demonstrate:

• Reliability, conscientiousness and a strong sense of responsibility.
• The ability to take ownership of issues and see them through to resolution.
• A self-motivated and positive “can-do” attitude.
• Strong leadership and people-management skills.
• Excellent written and verbal communication skills.
• Good organisational and time-management skills.
• Excellent working knowledge of Microsoft Office.
• The ability to work independently and use initiative.
• The ability to work effectively as part of a wider team.
• A flexible and cooperative approach to changing business requirements.
• The ability to remain calm and make effective decisions in a busy operational environment.
• The ability to make decisions in accordance with company policies, procedures and operational requirements.
• A professional approach with the ability to lead by example.
• Must have flexibility

Essential Experience

• Previous supervisory or team-leadership experience.
• Experience working within a transport, coach, bus, logistics or similar operational environment.
• Experience managing drivers or operational staff is desirable.
• Experience dealing with customer service and operational issues is desirable.

What We Offer

• A dynamic and supportive working environment.
• The opportunity to play an important role in the development and success of the business.
• Company benefits, including pension and uniform, subject to company policy.
• Opportunities for training and professional development.
• The opportunity to make a real difference to the quality, safety and reliability of our transport services.
• A role with responsibility, variety and opportunities for progression.

About Us

Zen Travels West Midlands Ltd is a growing, privately owned passenger transport company providing professional coach and minibus services across the UK and Europe.

We work with a diverse range of customers, from corporate clients, schools and tour operators to private groups, events and airport transfers. Our business is built around safety, reliability, punctuality and excellent customer service.

As we continue to grow, we are strengthening our operational team and looking for people who want to play an important role in shaping the future of the business.

We believe our people are at the heart of our success. We are committed to creating a professional, supportive and positive working environment where employees are encouraged to take ownership, develop their skills and contribute ideas.

This is an exciting opportunity to join a growing business in a role where no two days are the same. As an Operations Supervisor, you will work closely with the Director and wider team, helping to manage our daily operations, support our drivers and ensure our customers receive a safe, reliable and high-quality service.

If you are an experienced transport professional who enjoys working in a fast-paced environment, leading people and making a real difference to day-to-day operations, we would love to hear from you.

Pay: £30,000.00-£36,000.00 per year

Benefits:

• On-site parking

Work Location: In person