Session 2 – Developing the Dream Team to deliver the best possible passenger experience

In a Nutshell:

Find Really Nice People, who share The Big Lemon’s values
Motivate them, give them something to believe in
Train them really well
Develop a clear system of roles and responsibilities; policies and procedures
Lead by example
Show interest in them
Understand when someone isn’t the right fit for the team and move on, maintaining good relationships wherever possible
Look after yourself; you can’t allow yourself to get tired and grumpy
Monitor progress, share feedback
Use everything as a learning experience for you and your team

Job Title – Big Lemon Bus Driver
Package: salary, hours, pension, TBF, smart uniform provided, the opportunity to work in a small family team, 20 days paid holiday plus bank holidays.
Introduction to the role:
great customer service skills and care to join family orientated team, varied shift pattern incl evenings and weekends with a minimum 39 hour week and attractive starting salary.
Are you looking for a change of direction? We can train you to obtain a bus licence.
No one day is the same, with great views from your moving mobile office.
Enthusiastic, friendly, reliable and respectful, something who wants to get involved with the local community
As a company we have an open door policy with the opportunity to talk and convey freely
opportunities to progress within the company

Person Specification:
- Personality – willing to go the extra mile to provide high standards of service to the local community; be flexible, part of the family, make friends along the way with our regular passengers and colleagues; self-motivated, able to work on your own as well as part of the team, relationship-building, reliable, trustworthy
- Skills & Qualifications: licence, driver CPC,
- Training – Driver CPC, customer service, first aid
- Experience: desirable but not essential, we can offer support to develop experience and confidence
Areas of Responsibility:
High standards of driving
Friendly, helpful, approachable, smart
- Safety of the vehicle: defect checking & reporting,
- Passenger experience: assisting passengers, high level of customer service, disability awareness,
- Cleanliness of the vehicle: keeping clean during shift, check bus for lost property and rubbish, take pride in your workspace
- Records & Reporting: defect reporting, log sheets, incident forms, holiday, sickness, paying in,
Tasks – within each area:
- Safety of the vehicle
- Passenger experience
- Cleanliness of the vehicle
- Records & Reporting

A Day in the Life of a Bus Driver

Arrive on time, tea and a chat with the supervisor
vehicle allocation
first use check – procedure
defect report
duty sheet
ticket machine login
spare ticket roll
correct destination screen
follow instructions on duty card
give every passenger a safe, comfortable and enjoyable experience on your bus
do litter and lost property sweep at each terminus
monitor Ticketer for your punctuality and ensure no early running
Monitor ticketer for messages and respond as soon as safely responsible
take fares and issue tickets
In case of incident:
- check safety and welfare of passengers, phone ambulance if required
- communicate with the office
- photos (damage to all vehicles, most importantly the passengers on our bus and any third party vehicle, and the road layout)
- witness statements and details
- don’t admit liability
Procedure on safe driving, incident, running defect, taken ill while driving, changing procedure,breakdowns, lost property, diversions, paying in, fuelling, charging buses, log sheets
Passing on information at end of shift to other driver and supervisor.

Job Title – Big Lemon Bus Driver
Package: salary, hours, pension, TBF, smart uniform provided, the opportunity to work in a small family team, 20 days paid holiday plus bank holidays.
Introduction to the role:
We are looking for friendly people with great customer service skills and care to join our family orientated team, with a varied shift pattern including evenings and weekends, a minimum 39 hour week and attractive starting salary.
Are you looking for a change of direction? We can train you to obtain a bus licence.
No one day is the same, with great views from your moving mobile office.
Person Spec
Enthusiastic, friendly, reliable and respectful, someone who wants to get involved with the local community
As a company we have an open door policy with the opportunity to talk and convey freely
opportunities to progress within the company

Key elements of the role are:

Based in Bristol, Brighton, or Hailsham

Indeed, Website, Social Media, Posters on the bus, inside the bus, word of mouth

Recruitment Video

30 seconds
Introduce yourself
What you enjoy about being a bus driver = love meeting people, doing something for the local community
What you enjoy about working at The Big Lemon, a great team with nice family feel,
Our Vision is for every community to have affordable public transport, run with zero-emission vehicles, powered by renewable energy and owned by the local community, and we’d love you to be a part of it
Apply online at thebiglemon.com/jobs

We need risk assessments for:

A risk assessment needs to:

Identify Hazards
Identify who or what may be at risk
Assess Severity and Probability with no control measures (Severity x Probability = Risk Score)
Outline Control Measures
Assess Severity and Probability with control measures in place (Severity x Probability = Risk Score)
Communicate Control Measures
Be reviewed periodically (each time/annually/following an incident)

A passenger feedback form needs to:

Inform passengers
Identify Passenger Profiles
- Age
- Where they live
- What they use the bus for
- Where they go
- How often they use the bus
Give you feedback on
- vehicles
- drivers
- routes & timetables
- quality of information
- customer service off the bus
Opportunity to give written feedback
Opportunity to be contacted afterwards (in response to feedback or join mailing list etc)