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Team Leader, Operational Support

Job Title:                     Team Leader, Operational Support

Reports to:                  Shared Services Manager     

Location:                     Princes Exchange – Leeds City Centre

Salary:                         Circa £30k      

Hours:                         Full Time, 37.5 hours

Contract Type:           Permanent


Are you a highly experienced team leader in a back-office support or process driven function?

Do you have a head for numbers, and a passion for spreadsheets, with the ability to adapt to various systems

Are you looking for a dynamic and varied role, where you can challenge the status quo and implement real change?  


About the Role

You will be joining First Bus Shared Services, in a pivotal role, based in the Operations Team, known as our Back Office, who are responsible for supporting First Bus internal customers with their back office requirements.

You will be managing a team of 10 to 15 people, and responsible for managing, coaching and developing the team members. The role will work closely with colleagues within Shared Services to define and deliver a range of cost efficient, quality services to First Bus.

You will help to further develop and apply new systems to continually improve the quality and effectiveness of data provided.

You and your team will support internal customers such as finance and local depot teams to provide relevant key data. You will provide back office support to First Bus operating companies.


About Shared Services and The Team

You will be working within First Bus Shared Services, in our prestigious city centre offices.  You will be part of the Operations Team, reporting into the Shared Service Centre Back Office Manager. The Shared Services Centre (SSC) is a new and growing business within First Bus, that focusses on delivering high-quality, efficient and centralised services to the whole of the bus division. We provide support to 14 Operating Companies. Our core purpose is to enable First Bus to perform at its best, embrace change, innovate and grow. We achieve this by empowering our colleagues. We have grown rapidly from just 10 people in 2018, to over 140 people, and we continue to grow.

First bus is one of the UK's largest bus operators, our team of 17,000 Journey Makers helps 1.6 million customers every single day to get to where they want to go. Together we provide helpful and reliable services on our buses, keep thousands of vehicles on the road and make sure everything runs smoothly. Shared Services are pivotal in supporting this.

We can offer you a wide range of rewarding careers, as we make a big investment in the future and transform the world of bus travel.


Key Accountabilities

  • Lead several process streams, providing back office support to UK Bus operating companies
  • Managing, coaching and developing team members. Developing and ensuring cross functional working across the team to progress within the Shared Service Centre
  • Accountable for the delivery of a high-quality data output defined by the Service Level Agreement (SLA) with the appropriate internal customer.
  • Responsible for adopting agreed business processes to support First Bus Customer focused policies and procedures
  • Presentation of data and reports to internal audit.
  • Support other areas within Shared Services as and when required,
  • Responsible for maintaining the appropriate balance of speed, cost and quality as defined
  • Supporting continuous improvement across the Shared Services Centre
  • Stakeholder engagement with internal and external customers


Skills, Experience and Qualifications required

  • Proven ability to identify, plan and implement change effectively
  • Proven track record of achieving deadlines and working effectively within a complex and dynamic environment
  • Excellent verbal and written communication skills
  • Previous experience of coaching and managing teams in a process and administrative function
  • Outstanding Excel skills
  • High attention to detail, good with numbers, and a strong administrator
  • Highly analytical and numerical
  • Previous track record of driving performance and delivering results


Why join First Bus

  • 25 Days Annual Leave (pro-rata for part time) 
  • Real career development - show the skills and attitude and we will invest in you.
  • Two “company bus / travel pass” as soon as you start. And following completion of your probation, colleagues meeting agreed criteria will be eligible to apply for up to three additional passes.
  • First Xclusives - Discounts on First UK rail and bus and over 3,000 offers on goods and services for you, your family and friends
  • Discounted travel for you and your family on the trains (GWR, TPE, Hull Trains) and your family & friends will also benefit from cheap bus travel. For £6 per day you can take the train all the way to London and back
  • Social events throughout the year
  • Recognised award scheme
  • Great facilities including free tea and coffee

Close map
Leeds Princes Exchange
2 Princes Square, Leeds, West Yorkshire, England, LS1 4BY
  • Ref:
  • Company:
    First UK Bus
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
  • Location:
    Leeds Princes Exchange
  • Closing Date:
    29 January 2020
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