Area Manager

As Area Manager for Caledonian MacBrayne, you’ll play a pivotal role in helping to deliver the best service and experience for our customers and the communities we serve.

Reports to: Head of Operations

Contract: ​Permanent

Rate of pay: Senior Manager Grade

Location: Network wide

Hours per week: 37.5 hours per week 5/7 days

Closing date: 10 July 2024

Caledonian MacBrayne 

Caledonian MacBrayne (CalMac Ferries Limited) is the UK’s largest ferry operator, delivering services on 30 routes, between 56 ports across Scotland’s west coast. It’s the most complex and the most extensive network in Britain, serving millions of passengers each year.

We are a lifeline service – and we see ourselves at the heart and soul of the places and the people we serve. Our focus is to improve every single journey our customers take with us – and that’s why these vacancies for a further 3 Area Managers are now open for your application.

These roles are a very significant investment in our team. With you at the heart of this work, you’ll play a pivotal role in supporting and working with the communities we serve, maintaining a sharp focus on ensuring we improve our service every single day, every single time we take to the seas, and for every person connected with us.

The Area Manager roles will cover the following areas, and we welcome and encourage your applications, particularly if you already live in our network area:

• Arran

• Clyde

• Islay and Jura

• Argyll Islands

• Hebrides North

• Hebrides South

We are a multi award winning ferry operator. Behind us is a diverse, hardworking, and skilled team of just over 1,900 individuals who deliver our service, often in the face of challenging conditions. If you think you can play your part in this next step in our journey, and you are motivated by the sound of the role we’ve described below, then we can’t wait to hear from you.

Our values – locality, bravery, and people first – define our history, propel us forward – and guide our people today.

Benefits of a career with Caledonian MacBrayne

One of our core values is People First – we help each other thrive. When you join our team, you’ll have: 

  • 37 days annual leave per year
  • Free staff travel pass across the CalMac network, for you, your partner/spouse and dependants
  • A very rewarding career in some of the most scenic parts of Scotland
  • A competitive salary + car allowance + on call payments (when required)
  • Final salary pension
  • Excellent training, development, and career progression

Role Overview 

As Area Manager for Caledonian MacBrayne, you’ll play a pivotal role in helping to deliver the best service and experience for our customers and the communities we serve. Your skills and effort will

be vital in helping us to engage with our stakeholders, establishing proactive, collaborative, and positive relationships with each one, across the region. 

Supported by Deputy Area Managers, and Port teams, you’ll lead a team that works to understand and deliver on local needs and issues. As a leader, you will:

  • Develop, enhance, and manage strong, collaborative, fair, and positive relationships with all our key stakeholders.
  •  Work collaboratively to implement and deliver a service that meets and exceeds our contractual requirements. 
  • Ensure the safe and effective operation of all ports and services in your area.
  • Focus on delivering customer outcomes at all times. 
  • Achieve or exceed key performance targets to deliver the Operations and CFL business plans. 
  • Deliver port budgets and control costs associated with port operations.
  • Develop your team in order to deliver overall company objectives. 
  • Deputise for the Head of Operations and cover for colleagues during absence, where required. 

Principal Accountabilities

Leadership

As an empowered leader, you will: 

  • Deliver inspiring leadership and direction to the wider team, with a focus on compliance, communication, strong relationships, performance enhancement and process optimisation.
  • Lead the development and enhancement of proactive, collaborative, and positive relationships with all our stakeholders across the region.
  • Communicate, and embody the company values and goals with clear and compelling communication, outlining the measure of success in achieving our values and shared goals.
  • Promote shared ownership and accountability of goals and objectives across your defined area.
  • Identify, enhance, and develop your team’s capabilities to meet current and future operational challenges.
  • Create a culture within the designated area and support this network wide, placing a high value on collaboration and teamwork.
  • Create a positive balance of centralised and localised leadership and support. Understand and communicate a knowledge of the skills of both areas - along with the importance and benefit of both.
  • Empower area teams, encourage resilience, and ensure accountability for individual decisions across the team. 
  • Challenge the status quo and encourage innovation and continuous improvement.

Stakeholder and Relationship Management 

As a strong and effective manager of relationships, you will: 

  • Foster and lead the development of strong relationships with external stakeholders, including local community groups, businesses, and customers. 
  • You will work to ensure their perspectives and needs are integrated into operational planning and decision-making.
  • Engage actively with stakeholders through regular, proactive initiatives and swiftly address any issues though reactive measures. Ensure robust mechanisms are in place for crisis management and unexpected disruptions.
  • Be a brand ambassador, delivering communications, both external and internal in an honest, brand focused, direct manner, coupled with empathy, honesty and understanding for each customer and stakeholder.
  • Have the ability to understand the customer’s needs, from communication style to operational requirements. You will be able to empower local and centralised teams by educating them on the customer’s needs, creating a strong companywide knowledge of their priorities and requirements. 
  • Have and continue to develop your understanding of the Caledonian MacBrayne network.
  • Deliver customer-centric operations: serving as the voice of the customer in operational contexts. You will ensure that customer feedback and insights drive improvements and innovation in service delivery.

Safety and Quality 

With a commitment to safety and quality management, you will: 

  • Confidently oversee and have compliance over all safety and quality, monitoring. You will ensure all operations adhere to legal standards and internal policies.
  • Actively participate in the development and implementation of compliance programs across the area.
  • Take overall accountability and responsibility for quality and compliance for the area, driving mitigation through delegation.
  • Ensure effective and positive working with our centralised function. You will also refresh policy, process, and guidelines to promote safety for our people and our service.
  • Take overall accountability and responsibility for the area risk register and risk management.

Functional 

You will deliver: 

  • Overall management and accountability for the operations of the designated localised area supported by the centralised function.
  • Out of hours support, providing leadership and decision-making support during out-of-hours operations as needed, ensuring continuous operation and swift resolution of issues.
  • Execution of strategic plans; ensuring that all strategic action plans are effectively implemented, monitored, and adjusted in response to operational realities and external and internal stakeholder feedback.

Qualifications, Skills, and Experience 

  • Exposure to a fast paced, mass travel/hospitality industry and/or multi-faceted operational business at a management level.
  • Strong people leadership skills with tangible results, and the ability to create, develop, motivate, and maintain high performing teams.
  • Proven multi-stakeholder engagement exposure, with the ability to demonstrate positive and honest communication at all levels. You will be able to deliver a range of communications through in a wide variety of channels.
  • Experienced in managing safety and continuous improvement. 
  • Key proven strengths in resilience, accountability, driving change to success. 
  • HNC/BA or equivalent through work.

Our People: Values & Behaviours

To navigate the waters, ensuring life thrives wherever we are
 

The recruitment Information pack is designed to provide you with as much information as possible, relevant to the role and the recruitment process.

CalMac Ferries Limited is an equal opportunity employer as such our selection processes  are designed to promote equality of opportunity for all.

If you have any further queries, please contact HR Services by email at 
vacancies@davidmacbraynehr.co.uk

The Selection Process 

Shortlisting
We will evaluate your suitability for the role by assessing your qualifications, skills and experience.

Interview
To ensure you are in the best position to perform to your highest standards during our selection process, make sure you review the competencies outlined in the Job Description and have prepared examples of times you have successfully demonstrated these behaviours in the past.

Data
Your personal data will be processed in accordance with UK data protection laws and will be deleted in accordance with our Retention Policy and Schedule. If you have any queries regarding how we process your personal data, please contact our DPO using the following email address: info@rgdp.co.uk.

Please apply below 

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