Young woman smiling on a bus

‘Exceptional manager’ sought to lead Bus Users UK team in England

Bus Users UK is recruiting a Director for England to drive forward our mission and make transport inclusive and accessible to everyone.

We are looking for an exceptional manager to play a lead role in the delivery, development and promotion of the work of Bus Users UK in England. Your focus will be on implementing the charity’s mission and strategy and providing the best possible service and support to passengers who need our help to resolve their travel issues. Working from home and travelling throughout England you will be part of the Senior Management Team reporting to the CEO.

We would particularly welcome applications from people located in the Midlands and North of England, and from people underrepresented in this industry including women, disabled people and minority ethnic candidates.

If there’s anything we can do to make the application for this role more inclusive and accessible, please let us know on the application details below.

About Bus Users UK

Bus Users UK campaigns for inclusive, accessible transport. We are the only approved Alternative Dispute Resolution Body for the bus and coach industry and the designated body for handling complaints under the Passenger Rights in Bus and Coach Legislation. We are also part of a Sustainable Transport Alliance, working to promote the benefits of public, shared and active travel.

Alongside our complaints work we investigate and monitor bus services and work with operators and transport providers to improve services for everyone. We run events, carry out research, respond to consultations, speak at government select committees and take part in industry events to make sure the voice of the passenger is heard.

Role and responsibilities

The contents of this job description are not intended to be exhaustive and you may be required to carry out other reasonable duties which fall within your capabilities.

You will be required to:

  • Work with the Chief Executive to formulate and implement annual strategies to ensure Bus Users UK in England fulfils the charity’s aims, coordinates with the plans of other SMT colleagues and supports the interests of bus users in England
  • Manage, support and coach the team in England to underpin the charitable mission
  • Keep abreast of issues and concerns relating to the charitable mission and develop campaigns and activities to address them
  • Develop strong relationships with, local authorities, bus operators, relevant agencies and officials in local and UK government and key stakeholders.
  • Maintain good relationships with relevant public bodies and passenger representative organisations
  • Contribute to and, in some cases, chair meetings of Enhanced Partnership Boards, Bus Service Improvement Plan Boards, Stakeholder Group meetings, Bus Alliances and other such public transport development bodies
  • Work with relevant staff to develop and implement contracted and commercial services in England to increase the income of the organisation
  • Work with senior staff to assist in the sourcing and allocation of resources to support all development strategies within England
  • Supervise senior staff dealing with the resolution of complaints and disputes with an England element as well as maintaining a watching brief on the nature, volume and type of complaints received
  • Attend relevant meetings, conferences and seminars and provide comment on consultation documents as appropriate
  • Provide advice and guidance on all bus and coach related issues in England, especially those related to disability/equal access/financial exclusion with regard to public transport.
  • Play a key role in the PR, press and promotional strategies, in tandem with all relevant team members. This will involve media interviews, presentations, articles/blogs/podcasts and any other similar activities
  • Assist in the organisational development of Bus Users throughout the UK
  • Other relevant duties as may be required from time to time.

Personal specifications

We are looking for the following:

  • Ability to innovate, analyse, think critically and strategically
  • Confident self-starter, able to appropriately prioritise and plan complex work
  • Outstanding negotiation, public speaking and presentation skills
  • Able to manage and motivate others in a pressured environment
  • Understanding of the challenges of supporting a team while working remotely
  • Excellent verbal and written communication skills and ability to write clear and concise reports and communicate complex information simply and effectively
  • Experience in successfully collaborating with a diverse range of stakeholders, contributing to a level of professionalism in all internal and external communication that is consistent with the organisation’s brand
  • Understanding of social inclusion issues essential and experience of working with bus operators and the Third Sector desirable
  • Commitment to effective public transport with an understanding of the problems some groups or individuals might face if good public transport options are not available
  • Good attention to detail, sound judgment, logical decision making, flexibility and a hands on approach
  • Able to act as an ambassador for Bus Users UK and behave in a professional and courteous manner at all times
  • Numerate and ICT literate, experienced in various ICT environments, with a good grasp of web opportunities and social media
  • Experienced in managing multiple, time-sensitive priorities
  • Knowledge and experience of confidentiality and data protection issues, systems and legislation
  • Some out of hours working will be required on occasion
  • Extensive travel will be required within England and occasionally in other parts of the UK.

Our Team

Find out more about the people who make up the Board and Senior Management Team at Bus Users UK.

Claire Walters, Chief Executive, Bus Users UK
Claire joined Bus Users UK as Chief Executive in 2012. A champion of social inclusion, Claire has worked extensively with marginalised groups to improve access to life’s opportunities. Under her leadership, Bus Users has become a registered charity and a leading voice for accessible transport, as well as a founding member of the Sustainable Transport Alliance and the only approved Alternative Dispute Resolution Body for bus and coach passengers. In 2021 Claire was appointed Disability and Access Ambassador for the bus and coach industry by the Cabinet Office.

Greig MacKay, Bus Users Director for Scotland
Greig joined Bus Users UK in 2013, becoming Director for Scotland in 2019. With experience across the private, public and third sectors, Greig works closely with Scottish Government, the Traffic Commissioner for Scotland, local authorities, Regional Transport Partnerships and bus operators, to ensure passengers have access to high quality and reliable bus services. Greig has also forged strong business links with other key stakeholders, to improve transport accessibility across Scotland.

Barclay Davies OBE, Bus Users Director for Wales
Barclay became Bus Users UK Director for Wales in 2018 having joined as Deputy Officer in 2004. Barclay has a background in the banking and cooperative sectors where diversity and engagement with communities was a key focus. A passionate advocate of passenger rights, Barclay works closely with Welsh Government and operators to ensure the needs of passengers and communities are properly considered when developing services. Barclay was awarded an OBE in 2022 for services to Public Transport.


The closing date for applications is 9 June 2023.

To apply for this role email or send your application to Claire Walters, Bus Users UK, 22 Greencoat Place, London SW1P 1PR by 9 June 2023.

If you have any queries, please call us on 0300 111 0001. We may contact you for an informal chat so please include a telephone number. Your application should consist of your contact details, your recent work history and an explanation of why you are interested in the role and how your skills and experience make you a suitable candidate.

We will let candidates know if they have been shortlisted for interview by 23 June 2023.

Interviews will be held in London during the week beginning 26 June 2023.

Bus Users 2023-05-23T15:11:28+01:00