Travel Passenger Lead

Fixed Term Contract

Grade 6 - £54,495- £64,811

Consultation grade - subject to formal evaluation under the Pay Equity Review

Working 36.5 hours per week

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.

Key responsibilities

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 <Resourcing@birmingham.gov.uk>

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.

Birmingham City Council is committed to safeguarding and promoting the welfare of our citizens and expects all staff and volunteers to share this commitment. You can view our Corporate Safeguarding Policy | Birmingham City Council here.

Job Description and Person Specification