Operations Support Manager -Heathrow

Location: Farnworth

Job Type: Full Time
Location: Hallmark Connections Ltd, Heathrow Depot, Stanwell
Salary: Competitive Salary

Job Description

Driving People, Performance & Compliance - Are you a hands-on operations professional who thrives in a fast-paced environment?

We're looking for an Operations Support Manager to play a pivotal role supporting our people, drivers, and frontline operations.

This is a varied role where no two days are the same — combining HR, employee relations, learning & development, and traffic office oversight.

Responsibilities Recruitment & Onboarding

• Coordinate end-to-end recruitment processes including advertising vacancies, shortlisting, arranging interviews, and issuing offers
• Conduct reference checks and ensure right-to-work compliance
• Manage onboarding and ensure induction processes are followed for all new starters

Employee Relations

• Lead on accident and incident management
• Lead on fact find investigations
• Manage any grievances / complaints received from employees and public

HR Administration

• Lead on maintaining and updating employee records on the Natural HR system

Absence Management

• Monitor sickness absence and ensure all return to works are completed with employees
• Lead on absence disciplinaries

Learning & Development

• Support the coordination of CPC, Induction and any other training that may be required
• Maintain training records and assist in evaluating training effectiveness
• Employee appraisal - improve employee skills and identify any training needs

Traffic Office

• Oversee the traffic office and supervisory team
• Responsible for First Line driver management
• Oversee allocation of work
• Manage Lost mileage and Network Issues
• Management of punctuality

Team Responsibility KPI'S

To ensure that the following KPI's are met:

• Ensure random Drug testing is conducted daily- minimum of 2 per day as standard
• Ensure random Alcohol testing is conducted daily- minimum of 15 per day as standard
• Ensure Driving Licence checks are conducted daily- minimum of 15 as standard
• Ensure Gate Checks are conducted daily- minimum of 10 run-out per day and 10 run-back per day as standard
• Ensure Service Monitoring (roadside and/or ticketer) is conducted daily- minimum of 20 per day as standard
• Ensure Depot (departure time) Punctuality is conducted daily – minimum of 15 per day as standard

Hand over Report (Team)

You need ensure that the Traffic Office team record all matters arising from the Company's operating activities and forward such information via email to the next on-duty Inspector. This approach will automatically ensure that the next on-duty Inspector is fully informed thus they are able to continue to monitor and act, as necessary. Verbal communication in respect of a handover report is unacceptable, it must be electronically recorded

Hours of Work

You are required to work 45 hours per week (Monday to Friday) you may be required to work weekends and anti-social hours as well as statutory holidays. A flexible approach toward working hours is required to ensure effective cover throughout each day of operation

Health & Safety

Employees are required to comply with all Statutory/Company Health & Safety Policies and Procedures

Preferred Skills

• Excellent knowledge and understanding of British Domestic Hours Rules (as defined within the) Transport Act 1968 and the Working Time Regulations 1998
• A basic level of competence in the use of Microsoft Office Suite (Word, Excel, PowerPoint and Email)
• A basic level of Competence in the use of Omni-das and Ticketer systems

What We Offer ...

• A dynamic, supportive team environment.
• Company benefits including: free travel for you and immediate family, company pension.
• The chance to make a real difference in how our communities move.

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