Operational Control Room Operator

Operational Control Room OperatorAre 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 ..... full job details .....