Control Room Operative

APCOA PARKING UK; Hounslow; On-site; GBP 31,000 - 34,000; Full time

Job summary

APCOA PARKING UK at Heathrow Airport is seeking a Nights Control Room Operative to join the on-site team on a full-time, 12-month contract. You will handle first-line customer queries, monitor operations, and work a 6-on-3-off pattern (5am–2pm and 2pm–11pm shifts) to maintain service levels.

Role focuses on resolving issues calmly and professionally, liaising with partner teams, and ensuring accurate incident reporting and handovers.

Qualifications

• Excellent customer service skills required.
• Strong communication ability in a professional manner.
• Ability to work well in a team.
• Calm and professional demeanor essential.
• Good problem-solving approach when handling inquiries.

Responsibilities

• Handle first-stage queries from customers.
• Maintain high standards of customer areas by liaising with teams & partners.
• Professionally deal with escalated customer issues and help resolve them.
• Respond courteously to calls and remain professional.
• Close calls using provided tools and document handovers.
• Complete shift handover documentation for continuity.
• Record incidents accurately in the reporting tool and follow up as needed.
• Complete relevant log sheets as instructed.
• Report any service issues to line manager promptly.
• Ensure consistently high levels of customer care.
• Monitor CCTV, ANPR, Bespoke and Microsoft software to keep car parks operational.
• Attend regular customer service training.

Skills

Customer service

Communication

Teamwork

Calm demeanor

Problem solving

Job description

The Role

Control Room Operative / Customer service Attendant – Heathrow Airport – Full Time - 12 month contract - £15.84 Per Hour.

Do you have excellent Customer Service Skills?

Can you communicate in a professional and calm manner?

Do you enjoy resolving potential issues whilst maintaining a great level of Customer Service?

If Yes, then keep reading!

We are looking for a Nights Control Room Operative. To work as part of the on-site APCOA team, based at Heathrow Airport. You will be handling first stage queries from customers and will know how to resolve problems in a calm and professional manner from the main Control Room.

Please note this is a working shift pattern of 6 on 3 off, 3 early shifts 5am - 2pm and 3 late shifts 2pm - 11am

What you'll do:

• You will be responsible for handling first stage queries from customers.
• You will always ensure a high standard of customer areas and facilities by monitoring & liaising with the appropriate teams & APCOA’s business partners.
• You will professionally deal with escalated customer issues and assist in resolving these issues.
• You will respond courteously to calls received and to remain professional throughout the call.
• You will close calls handled by you to your best ability using the tools provided.
• Complete relevant shift handover documentation to ensure incoming shift is fully up to date on operational issues.
• Ensure that all incidents are recorded thoroughly and accurately in the appropriate incident reporting tool, with any follow up actions also being dutifully recorded.
• Complete report sheets or any other log sheets, in full and as instructed.
• Report to your line manager any element of car park service that might compromise the level of service that we wish to achieve as well as any irregularities.
• Ensure a consistently high level of customer care.
• Monitor software (CCTV, ANPR, Bespoke, Microsoft) to ensure car parks remain fully operational.
• Attend regular customer service training to keep abreast of current trends and legislation.

What you'll bring:

• Excellent Customer Service Skills
• Great Communication Skills
• Ability to work as a team
• A calm and professional manner
• A problem solving approach when dealing with customer queries

Do you think you could be the right person for this role? Is this the next opportunity you are looking for?

We are focused on ensuring APCOA is a fair place to work regardless of age, race, gender, sexuality or level in the organisation. We offer a motivating work environment where successes are shared. With challenging projects and an atmosphere of fostering and support, staff have the development opportunities to fulfil their potential while aiming for excellence in their work.