Control Room Operator

Main Purpose:
Delivery of effective and efficient day to day Traffic Scotland service to the travelling public. Monitoring the Scottish Trunk Road Network and providing remote assistance during incidents, breakdowns, road works, major events, poor weather conditions and other circumstances which affect journey times and the travelling public.

The post is based at the Traffic Scotland Control Centre which provides a 24/7x 365 service to plan, monitor, control and inform traffic on the network.

In the main the job will include;
- Monitoring Scottish trunk road network
- Use of CCTV and ITS systems
- Responding to traffic incidents and events
- Answering emergency roadside telephones
- Keeping the public advised via lane control signal units, variable

message signs, websites and social media
- Recording and logging events and activities carried out within the

control room

Additional Information

The work involves shifts and weekend working, including nightshifts and working on public holidays. This is reflected in the starting salary.

This post requires the person to cover for team absence and where there is a requirement for additional cover within the control room. This requires the person to be flexible and work different shift patterns dependant on the service requirements. The shifts can range from working an 8 hour or 12 hour shift. The individuals shift pattern will change at short notice to meet the requirement of the service. The successful applicant must be able to demonstrate that they meet this prerequisite.

There will be a requirement to work additional hours on occasion to support the operational service.

Tasks (Needs To Do):

- Monitor the operation of the road network and maintain a current record of network status through use of CCTV, network management and Traffic Scotland systems
- Operate the various traffic control, driver information and fault management systems
- Respond to traffic incidents, breakdowns, road works, major events, poor weather conditions and other circumstances which affect journey times and the travelling public
- Keep the public advised by updating the lane control signal units, roadside variable message signs, Traffic and Freight Scotland web sites and social media sites
- Answer and respond to calls from the emergency roadside telephones
- Deploy the Trunk Road Incident Support Service and log all activity
- Record all events and actions monitored from within the control room in a clear, legible and accurate written format using the systems provided
- Operate, monitor and prioritise the systems and information sources within the Control Centre in an efficient proactive/reactive manner, ensuring that all work is undertaken in compliance with the operating procedures, current legislation and the codes of practice
- Liaise and deal tactfully and effectively with people at all levels within the organisation, with client and stakeholders such as Operating Companies, Emergency Services, Breakdown Recovery Agencies, Media organisations, members of the public and others as required
- Implement approved emergency plans and procedures as required
- Deliver excellent customer service by:

- Ensuring all information that is supplied is accurate and timely
- Meeting and exceeding the agreed service level targets and KPIs
- Responding to all incoming telephone calls and correspondence answering them as quickly and efficiently as possible
- Taking responsibility and ownership for progressing ‘jobs’ to ensure queries/issues/tasks/complaints are progressed to resolution effectively and efficiently
- Proactively working with the client, stakeholders and customer to improve the customer experience
- Communicating effectively to realistically manage client and customer expectations
- Escalating customer queries/issues/complaints as appropriate
- Remaining professional and courteous at all times
- Validate and disseminate traffic conditions, equipment faults and other information to client, stakeholders, media organisations and public as required
- Ensure that all equipment and system faults are recorded and reported to the appropriate maintainer and ensure that all such faults are promptly corrected
- Monitor and report on key stakeholder performance such as Operating Companies, DBFOs, Police, Maintenance contractors and others as requested by the client
- Record and report any ‘non-compliance’ issues to the Shift Leader/Supervisor and/or Manager as soon as practicable
- Provide management information reports as and when required
- Assist in the professional development and training of staff, including new Control Room Operators, through mentoring and coaching
- Provide technical support to system users in relation to system operation and maintenance and assist in training as required
- Attend meetings, training days/courses, on or off site as and when required including if scheduled off shift.
- Contribute to promoting a culture of excellence and continuous improvement a