Passenger transport manager : Job description

A passenger transport manager is responsible for managing, planning and coordinating passenger transport operations, including delivery and organisation of services. The transport industry covers both the private and public sectors and includes road, rail, air and sea services.

Transport managers manage people, equipment and budgets, working closely with colleagues in finance, marketing, planning, market research and strategic development in order to ensure a quality service is provided at the right price.

Job titles vary and the word ‘passenger’ will not necessarily appear in job advertisements. Alternative titles include transport manager, operations/operating manager, depot manager and customer services manager, depending on the focus of the role.

Typical work activities

The work activities of transport managers vary significantly depending on the industry or sector and the size of the organisation.

Senior posts encompass strategic planning and project management work, while junior posts are more involved in customer contact and routine staff supervision. In general, however, typical work activities include:

• making sure the operation meets its performance and safety targets, monitoring and reporting performance to senior management;
• writing clear reports and presenting options and recommendations to clients and senior management;
• advising on policy and strategic developments, examining business decisions (pricing policy, level of service provision, timetable changes) to assess their impact on passengers;
• ensuring that all operations are carried out in accordance with UK and European Union (EU) laws and regulations, particularly relating to health and safety;
• managing and supervising staff, organising work shift rotas and coordinating staff training;
• negotiating and managing contracts, developing new business opportunities whenever possible;
• minimising disruption and resolving any unscheduled delays, making decisions in difficult situations;
• meeting passengers and customers, dealing with complaints and areas of concern;
• analysing results of surveys on passenger/customer satisfaction, instigating new projects to improve performance;
• ensuring that transport services are available to all through social inclusion initiatives;
• marketing passenger services to encourage greater passenger use of particular routes and methods of transport;
• liaising and negotiating with different stakeholders including planning and highways authorities, residents, councillors/politicians, developers and transport providers;
• identifying existing and possible future transport problems, developing transport models and investigating the feasibility of alternative means of transport;
• liaising with passenger watchdogs and other professional bodies;
• using IT systems for tasks such as timetabling and managing usage flows.