Operations Controller

We are currently recruiting now for Operations Controllers based in the UK in Accrington and Nottingham.

Please note Operations Controllers are fully office based and operate the following shift patterns:

• 12-hour shifts: 7am–7pm / 7pm–7am
• 4 on / 4 off rotation
• Monthly rotation between days and nights

As CMAC Group continues to grow and support an increasing number of clients across the airline, rail, corporate and emergency services sectors, we're proactively building a talent pool of talented Operations Controllers to support future hiring needs within one of the most critical areas of our business.

Our Operations team works 24/7 to ensure people reach their destinations when travel plans are disrupted, coordinating transport and accommodation solutions at pace while delivering exceptional service to our customers. Due to the importance of this function and the specialist skills required, we are looking to connect with individuals who have the drive, resilience and customer focus needed to succeed in a fast-paced operational environment.

At CMAC Group, we don't just coordinate journeys, we solve problems, support people during times of disruption and help keep the world moving. If that sounds like something you'd like to be part of, register your interest today.

About the Role

This forward-facing role sits within the Operations team and reports directly to the Duty Manager. The position is responsible for delivering and monitoring transportation and accommodation requests on behalf of both internal and external customers.

The role supports customers across the airline, rail, road transport and internal pre-planning sectors by coordinating transport and accommodation solutions, monitoring service delivery against agreed SLAs, and providing accurate, timely updates throughout the lifecycle of each booking.

What Success Looks Like

• Customer requests and bookings are recorded accurately and processed within agreed service level agreements.
• Transport and accommodation solutions are coordinated efficiently and delivered on time.
• Customers receive proactive, accurate updates regarding the progress of their requests.
• Supplier performance is effectively monitored and recorded against contractual SLAs.
• Operational issues and potential complaints are escalated promptly to the Customer Feedback team.
• Internal and external service standards are consistently achieved.

Core Responsibilities

• Accurately record customer requests and fulfil transportation and accommodation requirements in line with customer SLAs.
• Schedule, source and coordinate passenger transport and hotel accommodation through approved third-party suppliers using the company's bespoke database system.
• Monitor transport and accommodation services provided by internal and external suppliers through GPS tracking systems, system integrations and direct communication with suppliers and drivers.
• Track and record key transport milestones throughout the customer journey.
• Provide internal and external customers with accurate and timely updates relating to their bookings and requests.
• Identify and escalate potential customer complaints by notifying the Customer Feedback Department via email as soon as issues are identified.
• Respond to and action all email correspondence in accordance with company standards.
• Monitor and record supplier performance against agreed service level agreements.
• Ensure compliance with all internal and external SLAs.
• Carry out additional administrative and operational duties as required.

About You

You are highly organised, customer-focused and able to work effectively in a fast-paced operational environment. You can manage multiple priorities simultaneously while maintaining exceptional attention to detail and accuracy.

You are a strong communicator who can confidently liaise with customers, suppliers and internal stakeholders, ensuring a professional and solutions-focused approach at all times.

Your Expertise

Essential

• Excellent customer service skills.
• Strong administrative and organisational abilities.
• Ability to multitask and manage competing priorities.
• Excellent verbal and written communication skills.
• High level of accuracy and attention to detail.
• Competen…