Customer Operations Operative

5 months ago

Wallsend, United Kingdom TT2 Full time

**Our Company**

TT2 Limited, the operator of the iconic Tyne Tunnels, has completed a large-scale transition from its historic toll plazas to an open road tolling-based operation, effectively becoming an online business for our customers. TT2 helps the 60,000+ customers who use the Tyne Tunnels each day to have the best journey experience possible and we have an exciting opportunity for two full time 12-month fixed term Customer Operations Operatives to join our friendly team at our premises in North Tyneside.

**About this career opportunity**

We are looking for two proactive team members, who can support the Customer Operations department by providing high levels of customer care through operational efficiency, while ensuring the safe passage of all our customers. They will be responsible for vehicle monitoring and escorting, safety and security duties, and traffic management.

**Main role responsibilities**
- Acting in accordance with TT2 Health & Safety Policies and Departmental Operating Procedures.
- Ensuring Tyne Tunnels Byelaws are adhered to.
- Ensuring operational proficiency is maintained through participation and completion of regular training sessions.
- Responding to breakdowns, incidents, accidents and liaising with emergency services.
- Completing validation of Image Reviews to ensure all vehicles pay the correct toll.
- Escorting of hazardous and abnormal loads.

**Terms**

This is a 12-month fixed term contract.

Working as part of a team, this role involves working in all weather conditions as part of a rolling shift pattern. You will be contracted to work 37 hours per week plus 5.88 average hours contractual overtime.

The current schedule is 4 x 12.25-hour shifts made up of: 06:45-19:00hrs for 4 days, followed by 4 rest days. This rotation is over 365 days per year including working bank holidays. Please note depending on the requirements of the business, this shift pattern may change with notice and may include night shift working.

You will be passionate about delivering customer service and have a willingness to learn new skills. You must be flexible and the have ability to problem-solve under pressure. You will be able to build, develop and maintain effective working relationships and have excellent communication skills.

You will also need a full, clean driving licence and a working knowledge of Microsoft office packages.

You will be fully supported with in-house training to ensure you have the best knowledge to carry out your role.

Previous experience in the transport industry and/or traffic or incident management would be advantageous.

For full details please refer to the Job Description shown below.

**Benefits**

We offer comprehensive training and continuous development for this role as well as encouraging and helping our employees gain relevant certification and qualifications. Other benefits include access to our Employee Assistance Programme, On-site gym, Cycle to Work scheme and Reward Me Now App offering discounts and offers on purchases at many UK retailers.

**TT2 Ltd is an equal opportunity employer - all applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.**

**JOB DESCRIPTION**

**DIRECTORATE**:Tyne Tunnels

**DIVISION**:Customer Operations

**POST TITLE**: Customer Operations Operative (COO) 12-month Fixed Term Contract

**GRADE**:T4 (SCP 5-6)

**RESPONSIBLE TO**:Duty Tunnels Controller (DTC)

**RESPONSIBLE FOR**:N/A

**JOB PURPOSE**:
To provide high levels of customer care through operational efficiency and ensure the safe passage of all customers. To ensure correct toll is collected for each vehicle. Responsible for vehicle monitoring, vehicle escorting, safety and security duties and traffic management.

**MAIN DUTIES**:
The following list is typical of the level of duties which the post holder will be expected to perform. It is not necessarily exhaustive and other duties of a similar type and level may be required from time to time.

**GENERAL DUTIES**:
Comply with TT2 Health & Safety Policies and Departmental Operating Procedures including Risk Assessments (RAs), Safe Working Instructions (SWIs) and Standard Operating Procedures (SOPs).
- Ensure operational competency is maintained through participation and completion of regular compulsory training sessions/programmes.
-
Report all near miss incidents, accidents and site/equipment defects.
-

Provide high levels of customer care at all times and to provide any customer feedback to DTC.
-

Respond to breakdowns, incidents, accidents and liaise with emergency services.
-
Complete validation of Image Reviews to ensure all vehicles pay the correct toll.
-

Control access to the Tunnels for abnormal, dangerous and hazardous vehicles in line with Management instructions, procedures and Tunnel Byelaws.
-

Undertake security related duties and site checks including investigation of an

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