Operations Supervisor ID-2670 – Amazon Store

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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

• Promote a proactive safety culture across the depot and on the road.

• Identify and resolve unsafe behaviours or conditions.

• Support compliance with Arriva’s HS&E Management System and safety initiatives.

2. Customer Experience

• Provide professional, friendly responses to customer inquiries.

• Investigate complaints and ensure preventative actions are implemented.

3. People Management

• Ensure timely driver attendance and briefing; allocate vehicles and duties effectively.

• Maintain uniform and appearance standards.

• Support employee development and foster a culture of Equality, Diversity & Inclusion.

• Accurately manage absence records and enforce HR policies.

• Build constructive relationships with Trade Union representatives.

4. Operational Excellence

• Oversee day-to-day bus service operations ensuring all duties are covered.

• Manage and record lost mileage and service disruptions.

• Collaborate with Engineering to ensure vehicle availability.

• Monitor KPIs and local objectives to maintain service quality.

5. Financial Oversight & Decision-Making

• Ensure accurate timekeeping and wage input.

• Optimise duty planning and manage overtime for cost efficiency.

• Use data and tools to support operational decision-making.

6. Continuous Improvement & Innovation

7. Corporate Social Responsibility

Essential Requirements

• Supervisory experience in a staff or resource management role

• Understanding of Health & Safety legislation and standards

• Valid First Aid certificate (or willingness to obtain)

• Strong communication, coaching, and interpersonal skills

• Customer-focused mindset

• Proficient IT skills

• Ability to influence and lead teams

• Organised and decisive under pressure

• Knowledge of the PCV/HGV industry

• Experience working in partnership with Trade Unions

• Flexible, self-motivated, and resilient