Lead Control Centre Operator

4 weeks ago


High Wycombe, Buckinghamshire, United Kingdom Egis Road Operation M40 Full time

Egis Road Operations M40 Ltd is seeking a highly skilled Lead Control Centre Operator to join their team based out of the Handy Cross depot.

Key responsibilities:

  • Take the lead for the NCC when required or requested by the NCC Manager, ensuring excellent working knowledge of Incident Management Procedures.
  • Adhere to and promote policy, procedures, and protocols for the M40 DBFO contract, providing guidance to team members as needed.
  • Assist the NCC Manager with the 24/7 operation, ensuring cover for sick leave/annual leave periods and maintaining a team of two controllers on shift Monday to Friday from 7am-7pm.
  • Work a 4 on 4 off daytime - 12-hour shift pattern, with flexibility to adapt to changing circumstances.
  • Quality check data on all databases and spreadsheets for National Highways and internal Audits as required/requested by the NCC Manager.
  • Ensure timely submission of Daily, Weekly, Monthly reports (AYL/APP5/APP7) & KPI information, providing accurate and reliable data to stakeholders.
  • Provide working hours of the team to the QESH team on a monthly basis.
  • Train and develop new team members in the use of IT systems, including Helpdesk requests for new starters.
  • Liaise with Foreman, Depot Managers, Senior Managers, Lead Scheduler, Asset Manager, Planning Manager, and National Highways Operations/Team Managers for escalations/queries.
  • Monitor HART requests and address Health and Safety matters as required.
  • Proactively manage resource for severe weather as part of the Winter Maintenance Process and Procedure, working closely with Operations.
  • Respond to and monitor Customer Contact Centre Enquiries, closing out with National Highways Contact Centre and updating APP 7 to meet KPI deadlines.
  • Deal with Customer Complaints received via email and phone, providing timely and effective resolutions.
  • Monitor the quality of data for the green claim & red claim process.
  • Collate and provide data for Freedom of Information requests.
  • Check generic mailboxes to ensure timely management of workload on every shift.
  • Escalate any missed KPIs for the 7 Day Accuracy report to Planning and the NCC Manager.
  • Support the team in working to the Road Space booking procedure on NEMS, resolving escalated clashes.
  • Develop or possess a full working knowledge of Microsoft packages, including Word, Excel, and Outlook.
  • Manage systems employed in the NCC, ensuring all team members are up-to-date with changes.
  • Ensure the team processes works in a timely manner, periodically checking for accuracy.
  • Embody a team player mentality, with a customer-focused approach.
  • Remain calm under pressure, with excellent communication and decision-making skills.


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