Job Description

Job Title: Duty Manager

Location: Acre Road Depot, Reading

Region: London & South East

Reporting to: Operations Manager / Assistant Operations Manager

Working Pattern: Rotating shift rota

Operating Brands: Horseman, Stewarts, ReadyBus & TurboStyle

Role Purpose

The Duty Manager plays a critical role in the day-to-day control and coordination of transport operations across the London & South East region. Acting as a central point of operational control, the role supports service delivery, compliance, and effective communication with all relevant stakeholders.

Working as part of a rotating rota alongside the Operations Management team, the Duty Manager is responsible for monitoring live services, responding to operational challenges, and making timely decisions to minimise disruption and protect the customer experience.

This is a hands-on, fast-paced role requiring confidence, resilience, clear communication, and the ability to act independently when issues arise, including during out-of-hours periods.

Key Responsibilities

Operational Control & Decision-Making

Monitor daily service delivery and respond promptly to issues including delays, vehicle defects, and staff shortages

Make independent, real-time operational decisions to maintain service continuity

Remain calm and effective under pressure when managing incidents or disruptions

Adjust duties, vehicles, and schedules in line with driver hours regulations and working time legislation

Provide regular operational updates to Operations Management

Escalate complex, high-risk, or serious issues in line with agreed processes

Provide out-of-hours operational control across the London & South East region

Maintain awareness of available resources and identify opportunities to support additional work across the region

Driver Liaison & Engagement

Act as the primary point of contact for driving staff during duty periods

Communicate clearly, confidently, and professionally with drivers, providing instruction and guidance where required

Build and maintain positive working relationships with drivers through regular engagement

Promote high standards of professionalism, vehicle presentation, and depot cleanliness

Support drivers in resolving operational issues quickly and professionally

Lead investigations into complaints, driver conduct matters, or potential capability concerns

Customer Experience

Take proactive steps to prevent or minimise service disruption wherever possible

Ensure any unavoidable disruption is managed in a way that protects the customer experience

Communicate clearly and effectively with internal teams and customers when operational changes impact services

Compliance & Record Keeping

Ensure all operational decisions comply with driver hours regulations and legal requirements

Maintain accurate and timely operational records

Act as a final check to ensure all job data is correct, including report times, vehicle allocations, passenger numbers, and access requirements

Ensure driver packs are fully prepared with correct passes, completed documentation, and cards

Monitor daily vehicle movements, record delays, and communicate issues to relevant stakeholders

Use company systems and software to record incidents, changes, and operational updates

Monitor and respond to Samsara driver behaviour events in line with company policy

Teamwork & Communication

Work closely with Operations Managers, Assistant Operations Managers, and fellow Duty Managers

Build and maintain strong working relationships with stakeholders across all operating businesses in the region

Support colleagues during busy or challenging operational periods

Contribute positively to a cooperative, professional, and supportive team environment

Key Skills & Attributes

Ability to remain calm and think clearly under pressure

Strong attention to detail

Confident decision-maker, comfortable acting independently

Clear and effective communicator, particularly when dealing with drivers

Practical, common-sense approach to problem-solving

Flexible, positive, and team-oriented attitude

Well organised with strong time management skills

Confident and competent using IT systems and operational software

Experience & Knowledge

Previous experience in transport, logistics, or a fast-paced operational environment (desirable but not essential)

Awareness of driver hours and transport regulations (advantageous; training will be provided)

Willingness to learn and develop within an operational control environment

What You Can Expect

A varied, fast-moving operational role

Responsibility and trust to make real-time operational decisions

Training and ongoing support from experienced Operations Management

Opportunities to develop skills and progress within transport operations

A supportive, professional, and collaborative team environment

Job Types: Full-time, Permanent

Experience:

Passenger Transport: 2 years (preferred) Shift management: 2 years (preferred)
Work Location: In person