Operational Control Room Operator

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.

Working Hours:

• 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.

Key Responsibilities:

• 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.

Key Requirements:

• 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.

FOOTNOTE:
If you feel that you are right for this role technically, but the rate, location, or seniority does not suit you specifically, please still feel free to send us your CV. We constantly recruit for similar roles at all levels across the UK. We are always keen to chat with you discreetly about your employment situation.
Even if you are happy in your current role for now, we always welcome calls from professionals looking to explore future opportunities. Our specialist team has over 40 years of combined experience in this market. Please contact Leah Kimber at Carrington West on (phone number removed) for more information.
By applying for this position, you are agreeing for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will be shared with third-party clients specifically relevant to any roles you have applied for. If at any stage, you wish to withdraw your consent, please email (url removed).