We are looking for a Performance Team Leader to lead the Operational Control Centre (OCC) for Wirral, providing guidance, direction, coaching, and support to ensure the effective delivery of operational performance across the Liverpool City Region bus network.
The role will oversee the activities of OCC Controllers and On-Street Supervisors, ensuring the safe, reliable, and punctual operation of bus services throughout the network. The postholder will play a key role in supporting the delivery of franchised bus services in line with Liverpool City Region Combined Authority (LCRCA) requirements, contractual obligations, and customer expectations.
This position requires flexibility in working hours to provide leadership and operational support across a large-scale transport network operating on a 24/7 basis.
Main Responsibilities & Tasks
Leadership & Performance Management
- Lead the team responsible for monitoring and managing bus services to ensure the provision of regular, reliable, and punctual services across the Liverpool City Region network.
- Ensure services operate in accordance with LCRCA contractual requirements, minimising avoidable gaps, service bunching, early running, and performance failures through effective deployment of operational resources and technology.
- Provide direct line management to OCC Controllers, and On-Street Supervisors.
- Set, monitor, and deliver team objectives aligned to organisational and contractual performance targets.
- Minimise contractual deductions and performance-related penalties under franchising agreements.
- Monitor team performance and provide regular coaching, feedback, and development support.
- Identify opportunities for continuous improvement and implement strategies to enhance productivity and operational efficiency.
- Manage team rotas and resource allocation to ensure appropriate operational coverage.
- Organise and lead team meetings, briefings, and performance reviews.
- Support recruitment, selection, onboarding, and development of operational team members.
- Develop and maintain positive and effective working relationships across all operational departments.
Operational Oversight and Control
Ensure the team is able to effectively:
- Supervise drivers to ensure services operate in accordance with timetables, operational standards, and company procedures.
- Cover a line of the OCC rota to ensure cover across the spread of the operational day.
- Utilise operational systems and technology to monitor service performance and report service quality data.
- Liaise with depot and administration teams to ensure efficient utilisation of operational resources.
- Work collaboratively with engineering teams to minimise service disruption resulting from vehicle defects and shortages.
- Liaise with the police, highway authorities, emergency services, and Liverpool City Region Combined Authority (LCRCA) to minimise disruption during incidents, major events, road closures, and planned works.
- Manage emergency situations effectively, including accidents, severe weather events, and unplanned road closures.
- Ensure compliance with Drivers’ Hours Regulations, Health & Safety legislation, and all relevant transport regulations.
- Produce clear, accurate, and concise records of operational decisions and significant events.
- Support customer service activities, including investigating and responding to customer enquiries, comments, and complaints.
- Undertake any other duties as reasonably required by the Performance Manager.
Knowledge & Experience Requirements
Essential
- Demonstrable experience in operational supervision within a transport, logistics, or service delivery environment.
- Target-driven with a strong focus on achieving operational and contractual performance standards.
- Excellent communication skills, both written and verbal.
- Strong IT skills with the ability to utilise operational systems and emerging technologies.
- Ability to write reports, records, and professional correspondence clearly and accurately.
- Proven ability to assess situations quickly and make effective decisions under pressure.
- Strong understanding of relevant legislation, operational procedures, and performance management principles.
- Ability to effectively coordinate people, resources, and activities to maximise operational performance.
- Excellent problem-solving skills and ability to use initiative.
- Effective listener with the ability to build positive working relationships and treat others with respect.
- Strong knowledge of the Liverpool City Region bus network and key transport corridors
Desirable
- Understanding of franchised bus operations and contractual performance frameworks.
- Experience working within a control room, transport operations, or service regulation environment.
Salary & Hours
- Competitive salary
- 38 hours per week
Role Details
Primary place of work – Birkenhead Bus Depot, CH41 8ES
Benefits
- 25 days of annual leave per year plus public holidays
- Employee benefits and discount application access to hundreds of high street stores
- Employee workplace pension scheme
- Various other workplace benefits including the ability to buy/sell annual leave, long service recognition and many others
How to apply
Please send your CV and cover letter to [email protected] before Friday 10th July 2026
