Operations Controller (Barcelona)

CMAC Group; Barcelona; On-site; EUR 35,000 - 55,000; Full time

Job summary

CMAC Group in Barcelona is seeking an Operations Controller to coordinate customer journeys and operational services within CMAC's fast-paced Control Centre. You will monitor live operations, manage bookings and service delivery, coordinate transport and accommodation, and act as the central point for stakeholders to ensure safe, efficient and compliant service delivery.

This role suits someone who thrives under pressure, excels at coordinating multiple partners, and can keep accurate records

Qualifications

• Experience in operations, customer service or logistics and travel coordination.
• Ability to manage multiple tasks, priorities and deadlines in a dynamic environment.
• Strong written and spoken communication with stakeholders and suppliers.

Responsibilities

• Receive, record and manage customer and operational requests through to completion.
• Coordinate transport, accommodation and other services with approved suppliers.
• Manage bookings and service delivery to meet customer and contractual requirements.
• Ensure actions are recorded in systems and service levels are met.
• Monitor activity and take proactive steps to prevent disruptions.

Skills

Operations experience

Customer service

Logistics familiarity

Stakeholder management

Communication skills

Problem solving

Microsoft Office

Job description

Hours: 40 hours per week with rotating shifts of 4 days of 10 hours followed by 4 days off.

About the Role

The Operations Controller is responsible for coordinating the successful delivery of customer journeys and operational services within CMAC's fast-paced Control Centre.

Acting as the central point of coordination, you will bring together customers, suppliers, operational teams and partners to ensure services are delivered safely, efficiently and in line with agreed service levels. From arranging transport and accommodation to managing time-critical disruptions, you will oversee requests from initial contact through to successful resolution.

No two days are the same. Part customer service operation, part live operational control and part crisis response centre, the role requires you to think quickly, remain calm under pressure and make effective decisions in changing situations. Whether supporting disrupted airline passengers, responding to operational needs or coordinating multiple stakeholders, you will play a key role in keeping people moving when it matters most.

You will monitor live operations, manage competing priorities, maintain accurate records and proactively identify risks, service issues and customer concerns, ensuring they are resolved or escalated appropriately.

This is an exciting opportunity for someone who thrives in a dynamic, high-energy environment and enjoys problem solving, stakeholder coordination and delivering exceptional customer outcomes in real time.

What Success Looks Like

• Customer and operational requests are delivered accurately, efficiently and within agreed service levels.
• Customers receive professional, responsive and customer-focused support throughout their journey.
• Transport, accommodation and other services are coordinated effectively to achieve positive customer outcomes.
• Booking records, operational updates and audit trails remain accurate and up to date.
• Operational risks, service issues and customer concerns are identified and escalated appropriately.
• Workloads are managed effectively, even during periods of disruption or high demand.
• Operational procedures, quality standards and compliance requirements are consistently followed.
• Shift handovers support seamless operational continuity.
• Customer service standards, operational KPIs and stakeholder expectations are consistently achieved.

Core Responsibilities

Operational Delivery & Coordination

• Receive, record and manage customer and operational requests through to completion.
• Coordinate transport, accommodation and other required services with approved suppliers.
• Manage bookings and service delivery in line with customer, contractual and operational requirements.
• Ensure requests are actioned accurately within the Operations Portal and within agreed service levels.
• Monitor operational activity and take proactive action to prevent service disruption.
• Deliver excellent customer service throughout the operational process.

Booking Management & Service Monitoring

• Monitor bookings through internal systems, supplier platforms and operational tracking tools.
• Maintain oversight of active requests and identify issues requiring intervention.
• Liaise directly with suppliers to ensure services are delivered as expected.
• Provide accurate progress updates to customers and internal stakeholders.
• Ensure service delivery remains aligned to customer requirements and operational standards.
• Support service recovery activities where required.
• Act as a point of contact for customers and operational stakeholders.
• Communicate booking updates, service changes and operational information clearly and professionally.
• Manage customer expectations and provide timely support throughout the delivery process.
• Build positive working relationships with suppliers and internal teams.
• Escalate customer concerns and service-related issues appropriately.
• Maintain high standards of customer care and professionalism.

Records, Compliance & Risk Management

• Maintain complete and accurate booking records, customer notes and operational documentation.
• Ensure all actions are recorded within company systems and audit requirements are met.
• Identify service failures, customer complaints and operational risks.
• Escalate issues promptly in accordance with company procedures.
• Follow operational controls, governance requirements and service standards.
• Ensure information is managed accurately and confidentially.

Decision Making & Problem Solving

• Resolve routine operational issues independently where possible.
• Assess operational situations and determine the most appropriate course of action.
• Make appropriate operational decisions within defined authority levels.
• Escalate complex, high risk or customer critical issues when required.
• Support operational continuity through effective decision making and prioritisation.
• Contribute to positive customer and business outcomes.
• Manage personal workload effectively in a busy operational environment.
• Contribute to effective shift handovers and team communication.
• Work flexibly across operational workstreams when trained and authorised.
• Support colleagues during periods of high demand or operational disruption.
• Identify inefficiencies, risks or recurring issues and raise them through the appropriate channels.
• Contribute to continuous improvement and operational best practice initiatives.

About You

You are a highly customer focused and detail oriented individual who takes pride in delivering exceptional service, even in fast paced and demanding environments. You enjoy helping people, solving problems and ensuring every customer interaction is handled professionally, accurately and with care.

You remain calm under pressure, communicate confidently and are passionate about creating positive outcomes for customers during both routine and challenging situations. You understand that small details matter and consistently maintain high standards of accuracy, organisation and record keeping.

A natural team player, you work collaboratively with colleagues, suppliers and stakeholders to achieve the best possible outcomes. You are always willing to support others, share information and contribute to a positive team environment.

You thrive in operational environments where customer service, attention to detail, responsiveness and teamwork are critical to success.

Your Expertise

• Experience within Operations, Customer Service, Logistics, Travel Coordination or Service Delivery environments would be preferred.
• A customer-first mindset with a passion for delivering exceptional service.
• Strong organisational skills with the ability to prioritise effectively in a fast-paced operational environment.
• Excellent communication and stakeholder management skills, with the focus on delivering positive customer outcomes.
• Experience managing multiple tasks, priorities and deadlines simultaneously.
• Strong problem solving skills and the ability to make effective decisions under pressure.
• Ability to remain calm, resilient and customer focused in challenging situations.
• Experience using operational systems, booking platforms, case management or service delivery tools.
• Excellent attention to detail and commitment to data accuracy.
• Strong teamwork skills, with the ability to collaborate effectively whilst taking ownership of individual responsibilities.
• Proficiency in Microsoft Office applications and operational systems.

About CMAC Group

We’re on a mission to keep the world moving - wherever, whenever people need it.

We believe disruption shouldn’t stop people in their tracks. From delayed flights to complex transport challenges, we make the complicated simple - getting people where they need to be safely and seamlessly.

Since 2007, we’ve built a technology-led platform connecting clients to a trusted global network, moving over 5 million passengers every year across the UK, Europe and beyond

We partner with airlines, rail providers, major corporations and emergency services, delivering 24/ 7 solutions through our family of brands when it matters most, with the scale and flexibility to handle even the most time critical journeys.

We’re not just moving people - we’re solving real world problems, creating calm in disruption and delivering exceptional service when it matters most.

CMAC Group actively promotes equality, diversity and inclusion (EDI).

EDI is extremely important to us and we work hard to ensure that everyone connected with CMAC - whether employees, customers, Board Members, suppliers, or partners - has genuine and equal opportunities to participate in our organisation.

We welcome and support people of all backgrounds and identities, regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.

Our aim is to create an environment where everyone’s rights, dignity, and individuality are respected.

We value the unique contribution each person brings to our team and business, and we are committed to building an environment where everyone feels included and able to thrive.

CMAC Group is an equal opportunities employer. We welcome applications from all suitably qualified candidates and are committed to ensuring fair, accessible, and equitable treatment for all applicants and employees.