Duty Manager - Dial A Ride

Job Title: Duty Manager – Dial A Ride

Reference: 4537

Headcount: 4

Salary: Circa £38,500 (plus 17% unsocial hours)

Location: London (Palmers Green, South London, Wembley & Woodford)

Contract Type: Permanent

Band: 2

Application closing date: 06/07/2026 @ Midnight

All offers of employment are subject to satisfactory right‑to‑work checks. Candidates must be able to demonstrate their right to work in the UK. At the present time TfL is unable to offer visa sponsorship for this role.

Job Overview

Dial a Ride operates a door-to-door service for elderly and disabled Londoners who have difficulty using mainstream public transport. There are five principle depots which are staffed and two smaller sub depots which are managed remotely. Dial a Ride Duty Managers work agreed shift patterns, seven days a week to ensure the smooth running of the depots, managing driver attendance, carrying out investigations and risk assessments, taking responsibility for site health and safety, daily scheduling, on the road driver issues, passenger complaints and feedback and vehicle maintenance regimes as well as other adhoc duties.

Key Accountabilities

• Manage the staffing requirements of the depot to ensure we maintain the level of driver/duty resources required on a daily basis and carry out the tasks involved to ensure this is met.
• Manage the day to day needs of a large remote work force, ensuring their development, feedback, scheduling issues and HR requirements (annual leave, shift swaps) are taken care of, taking line management responsibility for a selected group.
• Develop and maintain effective relationships with key stakeholders.
• Take responsibility for fleet maintenance regimes, including MOTs, daily and periodic maintenance and investigate any observed damage to vehicles. Ensure driver vehicle checks are carried out at the start and end of shift to ensure compliance.
• Clearly demonstrate a commitment to equality and inclusion in the workplace and service delivery, ensuring all TfL policies and procedure are fairly followed and appropriately applied.
• Identify urgent and important issues and take appropriate action, either reporting, investigating or actively rectifying the problem observed.
• Demonstrate an understanding of customer requirements & manage these expectations, ensuring passenger complaints are suitably investigated, safeguarding issues are addressed and appropriate risk and location assessments are completed.
• When appropriate carry out investigations into performance, attendance or other disciplinary matters, referring cases to the Regional Operations Manager when formal sanctions are considered appropriate.
• Understand the importance of reacting quickly to change in the workplace, demonstrating the ability to multi task and problem solve to ensure the service runs as efficiently as possible during all hours of operation.
• Share responsibility for all health and safety matters on site, ensuring correct uniform and PPE is worn, maintenance issues are reported and tracked to completion, fire and other safety checks are carried out and that on site contractors provide and comply with pre-issued RAMS.
• To undertake any other duties that may be reasonably required
  
  

Knowledge

• Proven understanding of operational transport issues, and the role of public transport in a major urban conurbation.
• Knowledge of Health and Safety Law and the Highway Code.
• Understanding of what it is to work in a unionised environment, within a strict policy framework.
• Awareness of fleet maintenance and management systems (desirable)
• Knowledge of PCV regulations, the Equality Act and the Blue Badge Scheme (desirable)
• Awareness of issues faced by elderly and disabled transport users (desirable)
  
  

Skills

• Ability to manage remote staff across several sites; ability to manage individuals and provide feedback and performance reviews.
• Excellent problem solving skills, and the ability to work collaboratively with internal and external partners
• Ability to negotiate and instruct using evidence based decisions
• Investigation skills, demonstrating the ability to make impartial decisions based on fact, interpretation of information while following policy and procedure.
• Flawless communication skills, both written and oral.
• Ability to work quickly and precisely, meeting daily deadlines and prioritising tasks in a fast pace operational environment.
  
  

Experience

• Proven staff management experience, managing remote workers advantageous.
• Extensive experience of working in a Unionised environment, utilising and managing staff in accordance to a strict policy framework.
• Experience of using Microsoft Office applications and ability to learn and use specialist scheduling/database software (Trapeze)
• Experience of managing schedules and rotas to ensure an operational service runs efficiently (desirable)
• Experience conducting internal investigations, risk assessments and producing reports.
  
  

Application Process

• Please apply using your CV and a separate cover letter (2 Pages Max)
• Think carefully about the skills, knowledge and experience in the advert and cover this in your CV
• PDF format preferred and do not include any photographs or images
  
  

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:

Final salary pension scheme

Free travel for you on the TfL network

Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home

30 days annual leave plus public and bank holidays

Private healthcare discounted scheme (optional)

Tax-efficient cycle-to-work programme

Retail, health, leisure and travel offers

Discounted Eurostar travel

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.

Vetting Process

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter (https://tfl.gov.uk/corporate/careers/our-vetting-process) explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application, but we’ll always treat you with transparency, respect, and clear communication throughout.

We may close this advert early if we receive a high volume of suitable applications.