TEAM LEADER BUS OPERATIONS - Heathrow Airport

Job dimensions

-Ensure the delivery of a high level of customer service to all customers.
-Responsibility for the day to day supervision of the Bus service in all areas in terms of shift patterns, completion of daily tasks and compliance with security and Health & Safety procedures.
-Plan and monitor so that required tasks are completed on time and to a high standard.
-Co-ordinate the development and coaching of the team.
-Work closely with other key departments within the organisation to develop the branch.To manage the daily operations of the Bus service. To control/drive and monitor the Bus service and ensure smooth daily operations.

Key-result areas:

1.Fleet

-Ensure all Defect sheets are being returned and properly completed, Clear sheets to be filed on daily basis
-Any sheets reporting faults to be brought to attention of MM
-Ensure any maintenance issues are promptly reported during shift
-Liaise with Evobus, Radiocoms and any other outside body as required or directed by management
-Be aware of new /or updated procedures or polices
-Ensure that all the buses are tidy and have professional appearance
-Perform regular audits and feed the information back to the Heathrow management team

2.Bus Operations/Service

-Ensure all Gold customers are being identified on the bus and correct procedure is being followed
-Ensure all Courtesy Bus Drivers (including yourself) meet the Hertz uniform and grooming standards and name plates and badges are properly displayed.
-Monitor radio use
-Action Customer complaints and queries to either resolve the complaints or pass them over to a senior member of staff if necessary
-Ensure all courtesy service drivers obey highway code regulations
-Liaise with ASM,MM and other team leaders
-Ensure adequate shift levels
-Plan for overtime when required
-Ensure all courtesy service drivers are following Hertz procedures, i.e. Golden Rules, Standard work, Smiles
-Drive courtesy shuttle bus to provide cover for breaks and to ensure service remains at suitable level

3.Health & Safety

-Follow company Health & Safety procedures

4.Financial/Quality Audits

-Ensure all Fuel receipts are safely returned and are left for attention of MM

5.People Management

-Ensure Courtesy service is running to company requirements
-Supervise staffing levels, attendance and work standards
-Seek approval for and arrange overtime as required
-Prepare drivers rota Monthly/Weekly/Daily as required
-Authorise holidays in line with company policies
-Ensure leave in taken in timely manner; obtain information from kronus and CSDs to be given reminder of leave entitlement every month.
-Identify disciplinary issues and escalate as required
-Assist with Investigations and Disciplinary Meetings
-Carry out smiles and Golden rules audits and take corrective action

6.Training

-Identify staff training needs and escalate to ASM
-Day to day coaching of staff
-Plan induction and training for new staff

7.NPS

-Brief drivers daily on NPS and liaise with ASM /MM to ensure board is updated
-Ensure drivers are aware of focus areas and reasons for them.

Knowledge, skills and experience required

Educational Background:

-PCV qualified

Professional Experience:

-Enthusiastic, flexible and positive attitude
-Good communication and interpersonal skills
-Ability to motivate and build relationships with team
-Ability to demonstrate organisational and time management skills.
Knowledge/Skills

-Operational Supervisory Experience
-Target Driven
-Effective People Management Skills
-Customer Driven
-Planning & Organisation skills
-Commercial Awareness
-Demonstrates flexibility and able to work within demanding business environment
-Ability to multi task