The Duty Manager plays a critical role in the day-to-day control and coordination of transport operations in Stansted. 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
Pay: £38,000.00-£46,000.00 per year
Benefits:
- Company pension
- Free parking
Work Location: In person
