Head of Operations – Henley-In-Arden
Johnsons Quality Coach Travel Shortlist Email JobJob Description
Job Title: Head of Operations
Reports To: Director
Location: Henley-In-Arden
Date: June 2025
Vision Statement: Travel with Johnsons – Travel with Friends
Mission Statement: “To be the highest quality and most successful coach operator in the Midlands by providing our customers with an attractive and diverse range of high-quality travel services, delivered by an efficient and friendly team of highly motivated staff”
An introduction to the role
The Head of Operations will play a critical role in leading the Operations Teams at both Johnsons and Whittles to deliver growth whilst continuously improving operational performance. As a member of the Senior Leadership Team (SLT) you will work with senior colleagues to deliver and monitor our strategy. Reporting to the Director, you will oversee operational performance as well as actively looking for innovative ways to improve further.
This role requires strong leadership, strategic thinking, operational acumen, cost focus and the ability to drive process improvements to enhance overall efficiency. Our culture is such that you will be able to balance both a strategic and hands on approach to your role, providing role model performance to your team and the wider business.
Key Responsibilities
Operational Leadership
- Support managers in decision making and ensuring that a positive, pro-active, ‘can do’ attitude is embedded in all aspects of company decision making.
- Provide line management to the Operations Manager, Training Manager and Compliance Officer.
- Ensure regular 121’s happen for all team members and robust annual reviews take place.
- Oversee daily operational activities for Johnsons & Whittle Coaches to ensure efficiency, compliance, and high service standards.
- Develop and implement strategies to improve operational processes and cost efficiencies.
- Work collaboratively with department managers to ensure smooth communication and coordination across the business.
- Ensure customers and clients receive high service delivery standards, reacting quickly and professionally when things go wrong to maintain satisfaction.
- Develop governance around our relationships with sub-contractors to ensure best value decision making whilst ensuring and our customers receive the same high standards when travelling on contracted in services.
- Actively develop ways to reduce risk by focussing on preventative measures.
- Ensure full compliance with all Operator Licence requirements.
- Ensure all operations comply with relevant transport legislation and safety regulations, both internal and external.
People Management & Leadership
- Lead, motivate and support your direct reports and wider operational teams.
- Foster a positive working culture, ensuring high levels of staff morale and engagement.
- Lead on driver communication, chairing regular meetings and ensuring actions are followed through.
- Ensure your team understand relevant KPIs and work collaboratively to achieve / exceed targets.
Customer Service & Performance Improvement
- Monitor customer feedback and implement changes where necessary to improve service levels.
- Drive initiatives to enhance passenger experience and operational efficiency.
- Develop and implement KPIs to track and improve operational performance
Driver Training Management
- Lead the driver training team to ensure that all statutory, specific and practical training is successfully provided for new and existing drivers.
- Measure and evaluate training to ensure effectiveness.
- Regularly review onboarding pathways for new drivers to ensure operational needs are balanced with quality of induction
Financial Responsibility
- Support compilation of your departmental budget and forecasts throughout the financial year
- Manage your P&L closely, identifying cost reduction opportunities
- Scrutinise departmental expenditure to ensure value for money
- Identify opportunities for revenue growth and efficiency improvements
Location and Hours of Work
- Location: Johnsons & Whittle Coaches
- Hours: Core hours of 08:00 to 16:00 however flexibility is required at this senior level so you will be expected to vary these
- Duty Manager Cover: Required as part of role responsibilities
Salar
£50k-£55k per annum
Management Bonus Scheme
33 Days Holiday (Including Bank Holidays)
Health Insurance
Private Pension Scheme
Government Pension Scheme – (You pay 5% / Employer pays 3%)
Conclusion
This is a critical role in ensuring Johnsons & Whittle Coaches continues to operate efficiently, safely, and with a strong focus on customer service. The Head of Operations will be a key player in shaping the future of the business, implementing improvements, and leading a high performing team. This role requires an individual with strong operational expertise, leadership skills, and a commitment to upholding the company’s vision and values.
Finally, our culture and ethics is about ensuring that Johnsons is a happy place to work! The staff are friendly and there is a clear management structure. The company also operates substantial coach hire services; we operate a fleet of 99 vehicles across the Johnsons Group. We employ over 220 staff and we operate from substantial and well quipped office facilities here at our premises in Henley-in-Arden. We have a strong culture for excellent customer service in everything we do and our vision statement of “Travel with Johnsons – Travel with friends” is evident in everything we do.
For further information about the company, our history and details of all our brochures, products and services, please visit our website www.johnsonscoaches.co.uk
Please send your CV ands covering letter to nicole.smith@johnsonscoaches.co.uk
