We have a fantastic opportunity for two Senior Performance Controllers to join our Central Control Room team in our Caledonia depot.
Reporting to the Head of Performance, the Senior Performance Controller will act as the direct line management for the Controllers ensuring that support and guidance is given when required and manage the day-to-day operation of all services under their control, highlighting poor performance and ensuring action plans are devised and shared with Head of Performance.
Key Accountabilities
* Manage the day-to-day floor operations of the Operational Control Centre (OCC) ensuring smooth service delivery, ensuring escalation protocols are followed and that appropriate corrective action is taken.
* Line management of Control Room Supervisors. Provide guidance and support to Control Room Supervisors and team members.
* Provide support to service performance controllers as needed to always achieve the best EWT / OTD – i.e. in normal and disrupted operating conditions
* Act upon live / known information impacting the quality of service by ensuring the most optimal route control strategies are ready and rolled out in a timely fashion
* Constantly provide guidance and reminders to Service Performance Controllers regarding “Dos and Don’ts” when implementing route control strategies, and regarding compliance with SOP service delivery standards and guidelines
* Ensure the company’s EWT/OTD objectives are consistently aimed for with a high Service Delivery standard. Identify the areas of consistent underperformance and report accordingly to the Hub Manager
* Liaise with internal and external stakeholders as needed (e.g. Operations & Engineering teams) to ensure any on-the-day issues are progressed and resolved
* Monitor on-the-day punctuality/attendance of Service Performance Controllers and report any issues to the Head of Performance and Operations management for appropriate action
* Provide formal and informal feedback to Service Performance Controllers and team members on their performance
* Be the first checker of all compliance items: officials report, logs, coding, lost mileage, control strategies, etc.
* Act as a deputy for the Head of Performance in their absence.
Skills and Experience:
* Proven experience managing multi-level teams in a control room or transport operations environment.
* Track record of improving operational efficiency or service delivery.
* Experience working with transport management software
* Strong understanding of regulatory frameworks, health & safety, and compliance requirements within transport operations.
* Strategic thinker with the ability to balance operational needs and long-term goals.
* High resilience and composure under pressure.
* Customer-focused mindset with a drive for continuous service improvement.
* Ability to mentor, develop and motivate supervisory-level staff.
* Conflict resolution and performance management capabilities.
Rewards
Your health is important to us which is why we offer Simply Health & Smart Health for you and your dependents at no cost to you! This offering includes cash back benefits across optical & dental as well as virtual GP appointments, mental health support and nutrition and fitness advise. Our EAP provision offers 24hr, 365 days a year mental health support
* We are also committed to your financial wellbeing, and we offer a platform with many discounts on high street brands and supermarkets etc
* Working at First you also receive discounted train travel for you and your family after 6 months service as well as a free bus pass
* Cycle to work scheme
* 25 days' holiday + bank holidays
* Pension scheme and chance to buy discounted First Group shares
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