Controller - Call Handler

2 weeks ago

Crawley West Sussex, United Kingdom Balfour Beatty plc Full time

Amazing infrastructure isnt the only thing that gets built here. Incredible careers do too. Join our Rail UK team as a Night Call Handler (Night Controller) and you can build something to be proud of.

Balfour Beatty has an exciting opportunity for a Night Controller to join our growing team in Crawley

Working as part of the 24hr Balfour Beatty Rail Plant Control Centre (BBRPCC) team to ensure all aspects of the contract services are delivered efficiently to required deadlines. Providing real time coordination and response to delivery and ensuring actioning and completion within the contractual requirements. This will be based in Three Bridges.

What you'll be doing
  • You'll spend your time communicating with our teams and our customers providing support real time for our machines, including assistance for breakdowns.
  • On the ground, Some of these situations can be challenging so you'll need to step up in their hour of need with compassion, empathy and a helping hand.
  • You will undertake some document control tasks, including creating machine/shift logs and distributing post shift reports and documents.
  • By providing you with the right tools, training and support, well set you on the road to being a Balfour Beatty Rail Plant Controller, empowered to resolve every call in the best way possible.
Who we're looking for

Previous customer service experience is desirable, but whats most important is that you have the right attitude, dedication and commitment to great customer service, as well as a calm and reassuring manner and outstanding written and verbal communications skills.

You will be comfortable with multi-tasking and adapting to change as essential requirements of this role.

A knowledge of the Railway and how it works is ideal, but not explicitly necessary as full training will be given.

  • Excellent interpersonal skills and a strong communicator and networker.
  • Friendly and professional telephone manner
  • Good verbal and written English
  • Able to question effectively; to gather facts / information and evaluate a situation / risk
  • Calm under pressure, when dealing with accidents / incidents / unplanned events
  • Demonstrable drive, commitment, and willingness to learn and adapt.
  • Identifies opportunities to make the way we work simpler.
  • Encourages others to deliver results by making decisions and trying new approaches.
  • Self-starting and self-motivating with ability to work under own initiative.
  • Strong, resilient team player
  • Robust personality with a sense of humour
  • Able to follow and work with documented processes and procedures
Why work for us

Working as a team this role is interesting and varied where every day different.

You will gain knowledge of the rail industry and be able to progress a career within Balfour Beatty.

About us

Our Rail business has an extensive legacy of rail expertise. Our teams safely deliver complex projects, from consultancy and design to all aspects of construction and maintenance. Using advanced plant and machinery, and unique innovations, we provide end-to-end solutions for our customers.

Our aim is to improve the passengers experience, and our teams create better journeys by increasing network capacity, improving reliability, and making our railways more efficient and sustainable.

At Balfour Beatty we are committed to creating a diverse workforce and an inclusive culture where everyone can be themselves and reach their full potential, not only because this is the right thing to do, but because it makes us a better business. To ensure we deliver on this commitment, we have a UK Diversity and Inclusion Action Plan which sets out the wide range of targeted, proactive, measurable steps we are taking to make this a reality. You can read our UK Diversity and Inclusion Action Plan in full at

To help and support us with our desired commitment to create an inclusive culture we are members of WISE, enei, Business Disability Forum and Women into Construction. In 2020, we signed the Audeliss and Involve Open Letter to demonstrate our commitment to taking key long term and sustainable actions on Black Inclusion. Balfour Beatty is also a Gold Award holder in the Ministry of Defence 'Employer Recognition Scheme' and actively encourage applications from Armed Forces personnel, veterans and reservists.

As a Disability Confident Employer, we are committed to working with people who have disabilities and long-term health conditions to remove barriers for them in obtaining employment. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role.

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