Operations Controller

Job Purpose: 

Working either nights or during the day to offer 24 hour coverage at Victoria Coach Station (VCS) to ensure the safe and secure provision of express bus services on the ground through front-line supervision of operational activities and staff, pro-actively engaging with stakeholders and customers to deliver operational excellence.   

Manoeuvring Coaches onto their agreed locations, supporting drivers with vehicle movements and informing drivers of their allocated gates on station to ensuring the coach station can operate at optimum efficiency. 

Ensuring safety and security on the vehicle movement area and being the custodian of the Traffic Management Plan which governs the safety of pedestrians, customers, contractors and employees within the Victoria Coach Station Estate. 

Key Accountabilities:  

• Monitor and control the 24 hour vehicular operation of all three terminals at VCS through close liaison with coach operator staff, drivers and stakeholders, ensuring Traffic Management Plan (TMP) rules and procedures are followed, business strategies can be implemented and Key Performance Indicator (KPIs) targets can be met 

• Drive and manoeuvre Public Carrying Vehicles around the vehicle movement area and local roads to enable coach drivers to observe the required legal rest periods and to rearrange coaches onto the gates securing maximum utilisation of the available space to ensure coach services arrive and depart safely and efficiently  

• Meticulously record and input all arriving and departing vehicle data using a variety of paper-based and electronic equipment to enable real-time information to be shared across the station and vehicle activity to be accurately charged to the relevant operator 

• Liaise with coach operators to obtain real time information to enable the effective management of coach activities at VCS and across London 

• Custodian of the Traffic Management Plan ensuring the governance of safety and security of pedestrians, customers, contractors and employees on the vehicle movement area. 

• Support the Site Controller in emergency situations, initiating the deployment of resources and leading operational staff to evacuate terminals and ensure the safety and security of staff and customers 

• Provide Health, Safety and Security assurance across the VCS operational areas through report creation and collation, awareness of contractor activities on site and proactive patrols to continuously meet our commitment to safety and security on site. 

• Deputise for the Site Controller as required 

Knowledge, Skills & Experience - 

Knowledge: 

• Education to GCSE or equivalent 

• Knowledge of TfL and VCS objectives, policies and procedures – especially those relating to health and safety.  

• A geographical knowledge of the coach service network in the United Kingdom and of international services operating from VCS 

• Understanding of the unique limitations of coach manoeuvrability and how this can impact operations within finite working space 

• Have a full UK driving licence for at least 3 years and have, or be able to achieve within 6 months, a PCV driving licence qualification (Essential) 

Skills: 

• Well practised, demonstrable communication skills, both oral and written, 

• Proficient in the use of Microsoft Office products including Outlook, Word and Excel. 

• Proficient in the use of press to talk 2 way radios 

• Ability to achieve results through others  

• Excellent customer service skills in a busy 24/7 front-line operational environment and ability to manage difficult conversations. 

• Motivation to achieve quality results and to seek continual improvement. 

• A meticulous approach to the completion of paperwork relating to operator charging and the security of monies, possessions and equipment . 

Experience: 

• Working under pressure in a frequently changing front-line environment.  

• Achieving results with minimal supervision, resolving problems and reacting dynamically to challenging situations  

• Delivering world class service to multiple stakeholders with limited resources 

• Supervising small teams to deliver against agreed targets 

Application Process: 

• Please apply with your CV and 1 page cover letter  

• Think carefully about the skills, knowledge and experience in the advert and cover this in your CV 

• PDF format preferred and do not include any photographs or images 

• We may close this advert early if we receive a high volume of suitable applications.   

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice. 

Equality, diversity and inclusion: