Présentation de l'entreprise

Le poste

Description de l'offre

Egis Road Operations M40 Ltd are looking to speak to a Lead Network Control Centre Operator to join the team based out of our Handy Cross depot.

Key responsibilities:

• Have an excellent working knowledge of Incident Management Procedures and to take the lead for the NCC when required or requested by the NCC Manager.
• To adhere to and promote policy, procedures and protocols for the M40 DBFO contract.
• Assist the NCC Manager with the 24/7 operation and to ensure cover for sick leave/annual leave periods and that the NCC has two controllers on shift Monday to Friday on from 7am-7pm.
• To work a 4 on 4 off daytime
• 12-hour shift pattern but be willing to be flexible.
• Quality check data on all databases and spreadsheets for National Highways and internal Audits as and when required/requested by NCC Manager.
• To Ensure the Daily, Weekly, Monthly reports (AYL/APP5/APP7) & KPI information is obtained, validated and is submitted in a timely manner.
• Provide the working hours of the team every month to the QESH team.
• Train and develop new team members in the use of the IT systems to include 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 M40 for escalations/queries.
• Monitor that HART requests are raised when required and any other matters relating to Health and Safety.
• Proactive Management of resource for severe weather as part of Winter Maintenance Process and Procedure, working with Operations.
• Respond to and monitor the Customer Contact Centre Enquiries and to close out with National Highways Contact Centre and updating of APP 7 to meet the KPI deadline.
• Dealing with Customer Complaints received both my email and phone.
• Monitor the quality of the data for the green claim & red claim process.
• Collate and provide data for Freedom of Information requests.
• Check all generic mailboxes to ensure the workload is being managed in a timely manner on every shift.
• Escalate any missed KPI's for 7 Day Accuracy report to Planning and NCC Manager.
• To Support the team to ensure they work to the Road Space booking procedure on NEMS and deal with escalated clashes.

• Develop or currently possess a full working knowledge of the Microsoft packages to include – Word, Excel and Outlook.
• Manage the systems employed in the NCC and ensure all team members are fully up to speed with any changes.
• Ensure the team process the works in a timely manner and periodically check for accuracy.
• Team player
• Customer Focused
• Ability to remain calm under pressure
• Excellent communication skills
• Decision making skills

Working arrangements:

4 on 4 off 12-hour days shift pattern: But willing to be flexible.

Equality, Diversity & Inclusion

We are an Equal Opportunities employer and we strive to build a workforce that truly reflects the communities we represent. We welcome candidates from all backgrounds, regardless of age, disability, gender, gender identity, gender expression, race, religion or belief, sexual orientation, socioeconomic background, and any other protected characteristic. If you decide to apply for an opportunity with us, your application will be assessed based purely on your experience, the essential and desirable criteria, and your suitability for the role. We value each and every one's contribution as this builds our culture and means that if you work with us, you will be included, listened to, and respected.

Diplôme(s) demandé(s) : BAC / A. Level / High school Diploma / 12th Grade

Expérience demandée : Débutant

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