Control Centre Manager

Role overview

Key responsibilities

• Lead service control strategies and support effective decisions and consistent service delivery.
• Build a high-performance culture; investigate performance issues and implement improvements.
• Improve communication about route performance and introduce technology for performance and reporting.
• Support route performance forecasts, targets, process efficiency and sharing best practice.
• Develop and train the team; manage staff costs and deliver QIC bonus revenue against budget.
• Lead crisis management, including Gold Control, under the Business Continuity Plan.
• Support either iBus centre, cover colleagues, and assist with tender plans and network amendments.
• Negotiate practical solutions and build relationships with garage, driving, operational, engineering, HR, senior leadership and industry stakeholders.
• Support new contract bids and service delivery above targets.
• Promote safety, consider risks and comply with health, safety and environmental management systems.

What we're looking for

• Knowledge of TfL bus control processes and understanding of the TfL bus network and Bus Action Plan.
• Strong data analysis skills and ability to turn performance information into practical improvements.
• Experience managing and developing diverse teams.
• Knowledge of health and safety requirements and commitment to compliance.
• Clear communication and relationship-building skills.
• Ability to make operational decisions, manage competing priorities and respond to service disruption.
• Proactive approach to improving processes, service quality and team performance.

Success measures

• Improve QIC earnings through better Excess Waiting Time and on-time performance.
• Exceed Minimum Performance Standards across operated TfL routes and deliver staff cost and QIC revenue budgets.
• Achieve successful internal and external audits and maintain strong working relationships.
• Support new contract bids and successful delivery of new services.

Benefits

• Retail discounts and offers through Arriva Village.
• Free travel on Arriva bus services and a TfL bus operator pass subject to scheme eligibility.
• Company pension scheme and training and development opportunities.