Travel Passenger Lead

We are seeking an experienced and motivated Travel Passenger Lead to lead the Passenger Assistant service area and help ensure safe, reliable and high-quality support for children and young people who rely on transport services. This is an important leadership role, responsible for overseeing day-to-day service delivery, supporting staff performance, maintaining compliance with policies and procedures, and driving continuous improvement across the service. The postholder will provide operational leadership for the Passenger Assistant function, ensuring that services are well organised, responsive to need, and aligned with statutory responsibilities, safeguarding requirements, and service standards. You will work closely with internal colleagues, schools, families and transport providers to support the effective delivery of travel assistance arrangements and to promote positive outcomes for service users.,

• Lead the Passenger Assistant service area, ensuring effective coordination of day-to-day operations and high standards of service delivery.
• Manage, support and develop staff, including performance management, supervision, attendance monitoring, coaching and promoting a positive team culture.
• Ensure that all service activity is delivered in line with safeguarding requirements, health and safety expectations, council policies and relevant legislation.
• Monitor service quality, identify areas for improvement and implement changes that strengthen performance, consistency and customer experience.
• Work collaboratively with internal teams, schools, families, contractors and other stakeholders to resolve issues and support effective service delivery.
• Support the development and review of operational procedures, guidance, training and service standards for Passenger Assistants.
• Oversee service records, reporting and documentation to ensure accuracy, compliance and effective decision-making.
• Respond to complex queries, complaints and escalations in a professional, timely and solutions-focused manner.
• Contribute to service planning, workforce organisation and continuous improvement activity.
• Promote an inclusive, respectful and child-centred approach across all aspects of the service
Please upload an up-to-date CV and Supporting Statement via the attachments part of your application. The Supporting Statement should outline how you meet the criteria for the role through your personal qualities, skills and experience and include your motivation for applying to the post. Note the Personal Statement should be no more than 1500 words. Unfortunately, we cannot consider any applications without a CV and Personal Statement attached We encourage applications from people of all backgrounds and aim to have a workforce that represents the communities we serve. Our data tells us that for this level of role, ethnic minorities are underrepresented and therefore we will use positive action to support us to achieve diverse shortlists. This may mean that recruitment times are a little longer, but we think this is worth it to achieve our aim. Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people. We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application. For any informal enquires please contact the Resourcing Team A Disclosure and Barring Service (DBS) check will be undertaken. Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Working for Birmingham City Council is more than just a job; it's about making life better for the 1 million plus people who live and work in the city., The Council is a fantastic place to work. You will find an organisation that is both challenging and supportive; with a leadership impatiently adventurous in its pursuit of excellence. There is a clear vision which is ensuring that the Council is working for communities today and building for tomorrow, we focus our resources on five key priorities:
• A Prosperous Birmingham: through a focus on inclusive economic growth, tackling unemployment, attracting inward investment, and maximising the benefits of the Commonwealth Games.
• An Inclusive Birmingham: through a focus on tackling poverty and inequality, empowering citizens, promoting diversity and civic pride, and supporting and enabling all children and young people to thrive.
• A Safe Birmingham: through a focus on making the city safer, safeguarding vulnerable citizens, increasing affordable housing, and tackling homelessness.
• A Healthy Birmingham: through a focus on tackling health inequalities, encouraging physical activity and healthy living, supporting mental health, and improving outcomes for adults with disabilities and older people.
• A Green Birmingham: through a focus on street cleanliness, improving air quality, continuing the route to net zero, and becoming a city of nature.
We see the Council's role as providing strategic leadership - that's being able to visualise a new future for the city and equipping others to share our vision. We want to ensure the provision of services for all, so we can support those least able to support themselves by working with partners and putting citizens and neighbourhoods at the heart of our decision-making. We are always looking for people who put the customer at the centre of their approach, with a commitment to excellence to help us achieve our vision. We will support you to develop and thrive in your role, building a pathway for long-term success, with lots of development opportunities, such as apprenticeships.

In return, we offer you excellent terms and conditions, generous annual leave, a great pension scheme, well-being support, annual travel passes and discounts at a number of city centre establishments.