Customer Service Manager

Company Description

Egis is a leading global consulting, construction engineering and operating firm. We work together with our clients, across every aspect of transport, energy and the built environment to build a more balanced, sustainable and resilient world. The Egis Group has over 50 years’ experience and a team of 19,500 employees in over 120 countries around the world. Joining our Group means, above all, sharing our values as a people‑first company, strongly committed to sustainability and innovation.

In the UK we’re proud to be delivering some of the most iconic projects which help connect people, protect our environment and meet emission reduction targets. From motorways to tramways, nuclear power plants to smart cities, clients choose us to help them solve their most complex challenges – delivering climate‑responsible growth that meets the needs of communities, industry, and the planet.

The M40 motorway is just over 123 kms (about 76.43 mi) long, linking London and the M25 with Birmingham, with high traffic levels ranging from 90 000 to 140 000 daily. The contract is for routine O&M services, and provision of a dedicated incident response unit. There are 110+ staff across 3 depots. The contract also includes the management of road incidents, road availability / road‑space bookings, and running Network Control Centre NCC.

MISSION & MAIN

ACTIVITIES:

Reporting to the Watchman, the Customer Service Manager will be responsible for the management and processing of all client lead 3rd party enquiries and red claims (A Red Claim is where a third party seeks to claim financial compensation for damage or injury incurred whilst on our strategic road network (SRN). Management of the daily operations of the Network Control Operators, ensuring high standards of performance, compliance, and service delivery.

This role will act as a key point of contact between the Watchman and the NCC operator team, providing guidance, support, and coordination to maintain smooth and efficient motorway incident management and roadspace booking processes.

• Management and processing of all 3rd Party correspondence/Enquiries/Red claim(s) from receipt to closure.
• Manage the NCC Shift Rota to maximise efficiencies and minimisation of costs.
• Manage and support a team of Network Control Operators in delivering their core duties effectively.
• Monitor team performance and ensure compliance with National Highways standards and internal procedures.
• Provide operational oversight during shifts, ensuring incidents, claims, and enquiries are managed promptly and accurately.
• Act as first point of escalation for complex or high‑impact incidents, customer enquiries, and abnormal load notifications.
• Coordinate workload requirements to support the 24/7 operational requirements.
• Training, onboarding, and continuous development of team members.
• Review and validate reports, KPIs, and data submissions before escalation to management.
• Ensure timely and accurate booking of Roadspace via NEMS and support planning compliance.
• Promote a culture of safety, wellbeing, and continuous improvement within the team.
• Liaise with internal departments, ISU operatives, and external stakeholders to resolve issues and maintain service continuity.
• Support the implementation of new systems, processes, and initiatives within the NCC.
• Maintain high standards of documentation and audit readiness across all operational activities.
• Contribute to the development of best practice and standard operating procedures for the team.
• Develop a good working relationship with our client and partners.
• To fully engage with the promotion and adoption of any current and future health, safety and wellbeing initiatives rolled out by Egis Road operation M40 Ltd and/or Egis UK.
• To carry out other such related duties as may be required.

• Customer focused correspondence management.
• Defence of Claims (Insurance) or similar.
• Proven experience in a supervisory or team leadership role within a fast‑paced operational environment.
• Working knowledge of National Highways Network Event Management System (NEMS).
• Excellent communication and interpersonal skills, with the…