We are looking for a Performance Supervisor to oversee and control bus services, either across the network or within the control room, ensuring the safe, reliable and punctual delivery of bus services throughout the Liverpool City Region. The role supports the achievement of franchise performance standards, operational KPIs and customer service objectives established by the Liverpool City Region Combined Authority (LCRCA) and the operating company.
Main Responsibilities & Tasks
- Manage the daily delivery of bus services, ensuring reliability, punctuality, service regularity and compliance with franchise and contractual performance standards
- Monitor operational performance against KPIs, using real-time interventions, driver deployment and resource management to minimise delays, service gaps, disruption, and lost mileage
- Supervise drivers and coordinate with depot administration and engineering teams to ensure efficient operations, vehicle availability and adherence to legal, safety, and customer service standards
- Respond effectively to incidents, breakdowns, accidents, adverse weather and road closures, implementing contingency and service recovery plans to maintain service continuity
- Collaborate with local authorities, emergency services, police and franchise stakeholders to reduce the impact of planned works, major events and operational disruptions on service delivery
- Maintain accurate operational records, investigate customer feedback, identify performance trends and support continuous improvement initiatives to enhance service quality and customer satisfaction
Knowledge & Experience Requirements
- Target-driven and motivated to achieve operational, customer service and performance objectives
- Extensive operational knowledge of the Liverpool City Region Bus Network
- Experience of managing or coordinating people, resources and operational activities within a transport, logistics or customer service environment
- Strong understanding of service reliability, punctuality and performance management principles
- Strong written and verbal communication skills with the ability to communicate effectively at all levels
- Effective listener with the ability to build positive working relationships and treat others with respect
- Ability to use initiative, make sound operational decisions and resolve issues in a fast-paced environment
- Computer literate with experience of using operational management systems and a willingness to embrace new technology
- Ability to produce clear reports, records and correspondence
- Ability to assess situations quickly, prioritise effectively and perform under pressure
- Good understanding of relevant transport legislation, regulations, performance indicators and operational procedures
- Good knowledge of the Liverpool City Region bus network, key transport corridors and operational challenges
- Understanding of franchised bus operations, contractual performance requirements and public transport service delivery would be advantageous
- Demonstrable commitment to customer service excellence and continuous improvement
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
