Job Title: Duty Manager
Location: Dartford
Reports To: Site Operations Manager
Direct Reports: Drivers
Salary: £37,043.80 per annum
Hours: 38 hours per week (flexibility required to support operational demands)
Overtime Rate: £18.68 per hour
Key Internal Stakeholders
1. Engineering
2. Health & Safety (incl. Risk)
3. Transcare
4. Training School
5. Customer Service
6. Trade Unions
Key External Stakeholders
7. Regulatory/Statutory Authorities (e.g., TfL)
8. Cleaning Contractors
9. Customers
10. Local Businesses
Job Purpose
To support the effective, compliant, and customer-focused operation of daily bus services at Dartford, contributing to the successful delivery of the site's annual business plan. This role serves as the first point of contact for drivers during daily operations and has responsibility for proactive network and resource management.
You will oversee the allocation of duties, respond promptly to incidents (e.g., collisions, passenger injuries, traffic disruptions), and ensure operational continuity and excellence. You will champion a culture of safety, inclusivity, and continuous improvement, aligned with Arriva’s values.
Core Responsibilities
1. Health & Safety
11. Promote a proactive safety culture across the depot and on the road.
12. Identify and resolve unsafe behaviours or conditions.
13. Support compliance with Arriva’s HS&E Management System and safety initiatives.
2. Customer Experience
14. Provide professional, friendly responses to customer inquiries.
15. Investigate complaints and ensure preventative actions are implemented.
3. People Management
16. Ensure timely driver attendance and briefing; allocate vehicles and duties effectively.
17. Maintain uniform and appearance standards.
18. Support employee development and foster a culture of Equality, Diversity & Inclusion.
19. Accurately manage absence records and enforce HR policies.
20. Build constructive relationships with Trade Union representatives.
4. Operational Excellence
21. Oversee day-to-day bus service operations ensuring all duties are covered.
22. Manage and record lost mileage and service disruptions.
23. Collaborate with Engineering to ensure vehicle availability.
24. Monitor KPIs and local objectives to maintain service quality.
5. Financial Oversight & Decision-Making
25. Ensure accurate timekeeping and wage input.
26. Optimise duty planning and manage overtime for cost efficiency.
27. Use data and tools to support operational decision-making.
6. Continuous Improvement & Innovation
28. Maintain up-to-date KPI data.
29. Share best practices and contribute to operational improvements across the business.
7. Corporate Social Responsibility
30. Uphold Arriva’s brand, values, and community engagement in all interactions.
Essential Requirements
31. Supervisory experience in a staff or resource management role
32. Understanding of Health & Safety legislation and standards
33. Valid First Aid certificate (or willingness to obtain)
34. Strong communication, coaching, and interpersonal skills
35. Customer-focused mindset
36. Proficient IT skills
37. Ability to influence and lead teams
38. Organised and decisive under pressure
39. Knowledge of the PCV/HGV industry
40. Experience working in partnership with Trade Unions
41. Flexible, self-motivated, and resilient
Note: This job description outlines key responsibilities and expectations but is not exhaustive. The role may require additional tasks as determined by the Site Operations Manager.