Job Title
Transport Planner – Passenger Travel Solutions (PTS)
Hours
37.5 hours per week, 09.30 to 17.30 Monday to Friday
Role Summary
As a Transport Planner for Passenger Travel Solutions (PTS), part of Roberts Travel Group, you will be responsible for planning, coordinating, and optimising school transport services to ensure the safe, efficient, and reliable delivery of operations. You will review existing transport routes, develop and implement route amendments, manage service changes arising from road closures and other operational disruptions, and coordinate transport logistics to meet contractual and customer requirements.
Working closely with internal teams and external stakeholders, you will use your organisational skills, attention to detail, and sound judgement to support service performance, maintain operational compliance, and contribute to the continuous improvement of transport planning processes. This role requires a highly organised, detail-oriented individual with strong problem-solving skills and the ability to adapt quickly to changing operational demands while maintaining a high standard of customer service.
Key Responsibilities
- Work alongside the Service Manager and Operations Team to review, plan and continuously improve school transport services.
- Monitor planned and emergency road closures, implementing route diversions and timetable amendments where required.
- Communicate service changes promptly to the Operations Team, transport operators, schools and customers.
- Maintain accurate and up-to-date transport information across company systems and the website.
- Administer school bus pass applications from initial enquiry through to allocation and distribution, ensuring compliance with GDPR and company policies.
- Allocate bus passes in accordance with vehicle capacities and operational requirements.
- Support the administration of the school transport system and provide general administrative assistance to the wider team.
- Respond professionally and efficiently to customer enquiries and complaints via telephone and email, ensuring a high standard of customer service.
- Produce and review recurring payment reports to ensure travel passes remain valid and customer accounts are up to date.
- Develop and maintain positive working relationships with schools, local authorities, stakeholders, transport operators and internal departments.
- Promote Passenger Travel Solutions through the company website, school open events and other marketing initiatives where appropriate.
- Contribute to the continuous improvement of planning processes, operational efficiency and customer experience.
- Undertake any other duties necessary with the responsibilities of the role.
Key Targets & Performance Objectives
- Ensure all transport routes are accurately maintained and updated to reflect operational requirements.
- Effectively handle planned and unplanned road closures, ensuring all team members, operators and parents receive timely communications regarding diversions and timetable changes.
- Acknowledge all new applications and enquiries within five working days and, wherever possible, resolve them within ten working days.
- Maximise income on commercial school services with effective route planning and capacity management.
- Support revenue growth by promoting Passenger Travel Solutions through digital channels and school open days.
- Maintain accurate transport, customer and payment records in accordance with company procedures and GDPR requirements.
- Deliver excellent customer service, maintaining high levels of customer satisfaction and professionalism.
Skills, Knowledge & Experience
Essential
- Minimum of three years' experience of route planning and transport scheduling within a passenger transport, logistics or scheduling role.
- Excellent organisational and time management skills with the ability to prioritise competing demands.
- Strong attention to detail and a high level of accuracy.
- Excellent communication skills, both written and verbal with the ability to influence stakeholders at all levels.
- Strong customer service skills with the ability to handle enquiries and complaints professionally.
- Good analytical and problem-solving abilities.
- Proficient in Microsoft Office applications and other transport or planning software.
- Good understanding of GDPR and the importance of handling confidential information appropriately.
- Collaborative team player with the ability to work independently whilst contributing effectively as part of a team.
- Ability to build positive working relationships across all departments.
Desirable
- Knowledge of transport management or route planning software.
- Understanding of driver hours, transport legislation and operational compliance.
- Experience working with multiple stakeholders including schools and local authorities.
Work Location: In person
