Operational Control Room Operator

Are you organised, proactive and confident working in a fast-paced customer-focused environment? As an OCR Operator, you'll play a vital role in coordinating incoming enquiries and ensuring requests are handled efficiently, accurately and within agreed service level agreements.

• Full training will be provided in the office, Monday to Friday, 07:00-15:00.
• Once fully trained, you will move onto a rotating two-week shift pattern:
  • Week 1: 2 late shifts (12:00-20:00, remote) and 3 early shifts (07:00-15:00, office).
  • Week 2: 2 early shifts (07:00-15:00, office) and 3 late shifts (12:00-20:00, remote).
• Some bank holiday working will also be required.

• Receive, log and categorise incoming client enquiries, allocating emergency and urgent requests to the appropriate operatives using the Confirm tracking system.
• Manage and monitor shared inboxes, ensuring emails and requests are responded to, recorded and progressed within agreed service level agreements.
• Carry out daily audits of incoming enquiries and logged emails, ensuring information is accurate and processes are followed.
• Issue advisory letters and tree notifications, accurately record events and monitor operative attendance against agreed service levels.
• Handle customer queries and complaints professionally and empathetically, escalating issues where necessary while maintaining strong relationships with clients and colleagues.

• Previous experience allocating work to engineers, coordinating operational activities or working within a control room environment.
• GCSEs in English and Mathematics (or equivalent qualifications).
• Excellent communication and customer service skills, with the ability to remain calm and make confident decisions when handling urgent or time-critical requests.
• Strong organisational skills, with the ability to prioritise workloads, manage multiple tasks and use initiative to resolve issues effectively.
• Proficient in Microsoft Office, with a positive attitude, willingness to learn and the ability to work collaboratively as part of a team.