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.
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