Job Description

We're looking for an Operational Control Room (OCR) Manager to join our Highways team based in Birmingham. In this role you will manage a team of OCR operators ensuring all contract service level agreements are met.
Can you imagine a world without transportation links via land, sea or air? Nor can we! Your journey is our journey, come and join us at Kier Transportation and make a difference. Supporting the movement of people, goods and equipment.
Location: Thimble Mill Lane, Birmingham - travel to the office required with some remote working available
Hours: 37.5 hours per week
Salary: 40,000 - 45,000 per year + private healthcare + benefits
We are unable to offer certificates of sponsorship to any candidates in this role.
What will you be responsible for?
As an Operational Control Room Manager, you'll deliver effective and efficient day-to-day service to client, customers and internal stakeholders by providing timely and relevant responses to enquiries, resolving customer requests, queries and complaints.
Your day to day will include:

• Monitor all aspects of Helpdesk performance managing resources to ensure service deadlines are met
• Manage staffing levels and rotas to ensure that operational hours are covered
• Create and regularly review OCR processes to ensure best practice, proactively looking to improve them where possible
• Complaint handling and escalation where appropriate

What are we looking for?
This role of an Operational Control Room Manager is great if you have:

• High level of communication skill across multiple channels (email, letter, telephone)
• Excellent organisational skills to manage team members and high volumes of work
• Ability to work as part of a team to achieve objectives

Rewards and benefits
We're proud to be able to offer our brilliant people a wide variety of benefits that you can tailor to your needs. You can see more information of benefits here.
Diversity and inclusion
Making Kier a diverse and inclusive place to work is a huge priority for us. We're proud of the steps we've taken so far, but we know we must always do more. Our employees are key in shaping Kier's diversity and inclusion initiatives and our people have made a huge impact on how we work, by using their experiences to shape our policies. You can see our D&I action plan here.
As a Disability Confident employer, we will ensure that a fair and proportionate number of disabled applicants that meet the minimum criteria for this role will be offered an interview.
We look forward to seeing your application to #joinkier
#LI-JB2

Skills Required