Operations Executive - Festivals & Events

Job Description

Join us on the Journey... We have an exciting opportunity based at our Head Office in Birmingham for an Operations Executiveto support with the operational planning and delivery of festivals & events. In this role you will be responsibleto achieve strong safety, service delivery, customer satisfaction and ultimately drive financial performance.You will also support with the development, implementation and ongoing trading of the bespoke National Express coach network to a calendar of festival and events across the year driving revenue and profit growth.What you will do...

• Working closely with internal stakeholders, event organisers, traffic management companies, local authorities, agency staff and volunteer to ensure the safe, efficient, and profitable delivery of each event service.
• Create, develop and optimise operational plans, to include management of vehicles, drivers, staff, customers and partners on site at special events; ensuring a safe and efficient service delivery, whilst maintaining a superior customer experience.
• Responsible for on-site health and safety, highlight any areas of concern and ensure safe working practices are adhered to at all times.
• Conduct annual and ad-hoc risk assessments for site working processes.
• Support with the design, maintenance and implementation of the coach networks to and from new and existing events across the year.
• Support the Commercial Manager to ensure all services are merchandised effectively.
• Manage internal functions to undertake their required involvement in ensuring the events services across the calendar are live and on-sale in good time.
• Assist in identifying new business development opportunities and actively support these opportunities through the business development pipeline to conversion, seeking further added value to all acquired opportunities.
• Champion customer experience; working with colleagues in customer experience, conduct root cause investigations into any customer incidents; develop and implement action plans accordingly to ensure no repeat of any incident.
• Taking ownership for the production and maintenance of special services reporting to include, service performance, customer compliments / complaints, standard operational procedures / event operations manual and post event reviews.
• Ensuring all stakeholders are fully briefed on special service activity and acting as the day to day contact with queries.

What you will need...

• Fluent English speaking, educated to degree level or equivalent or proven relevant experience. Proficient in the use of Microsoft Office applications (Outlook, Excel, Word, PowerPoint). Understanding of internal National Express IT systems (AVR, OCS, uTrack,Tableau, eBIS) an advantage.
• Experience in the management and delivery of events, coach experience desirable
• Strong relationship building and communication skills and ability to coordinate internal business units.
• Knowledge and experience in the equation of supply and demand for festivals and events.
• Experience of health and safety responsibilities, IOSH qualification desirable.
• Occasional working overtime to meet business demands. Regular travel (particularly throughout the summer period) to other sites which may incorporate overnight stays and weekend working in order to fulfil the role.

In return, we offer a wide range of benefits such as...

• £25,000 - £28,000 per annum
• Company pension
• Free Coach and West Midlands Bus travel
• Access to NX Health Bus
• Employee Assistance Programme
• Variety of deals and discounts available through NX online portal
• Flexible working - 1 day minimum per week in the office, with most of the team working between 1-3 days per week in the Birmingham office

Things to note... At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.