Control Room Operator

Phoenix 365; Leicester; On-site; GBP 26,000 - 34,000; Full time

Job summary

Phoenix 365 in Leicester is seeking a full-time, on-site Control Room Operator to monitor systems and incoming calls, coordinate responses to breakdowns, and log incidents accurately.

You will dispatch resources, communicate with drivers, technicians and clients, follow procedures, escalate issues when needed, and maintain up-to-date records to support 24/7 operations.

This shift-based role requires calm under pressure and strong computer literacy to operate call handling and dispatch software.

Qualifications

• Strong control room and monitoring skills with experience in coordinating live operations and incident response.
• Knowledge of plant operations and power generation processes, with an understanding of operational safety and efficiency.
• Familiarity with steam systems or related industrial environments and basic technical awareness of equipment behavior.
• Excellent communication skills, both verbal and written, to interact clearly with internal teams, clients, and service partners.
• Ability to remain calm under pressure, make timely decisions, and prioritize tasks in a fast-paced environment.
• Comfort with computer-based systems, including call handling software, dispatch tools, and standard office applications.
• Previous experience in a control room, emergency response, logistics, or breakdown recovery environment is beneficial.
• Relevant vocational training or qualifications in operations, engineering, or a related field are advantageous.

Responsibilities

• Monitor systems and incoming calls and coordinate responses to breakdowns.
• Ensure accurate logging of incidents and actions in records and reports.
• Communicate with drivers, technicians, and clients to dispatch resources as needed.
• Track job progress to completion and follow established procedures.
• Escalate issues when necessary and maintain up-to-date records for 24/7 operations.

Skills

Control room operations

Incident coordination

Communication skills

Decision making under pressure

Computer proficiency

Education

Vocational training in operations or engineering

Tools

Dispatch software

Call handling software

Office software

Job description

Company Description

Phoenix 365 is a specialist provider in call handling and breakdown recovery services, with more than 30 years of industry experience. The company delivers true 24/7/365 nationwide coverage, supporting businesses that require reliable, continuous operational support. Phoenix 365 aims to act as an additional arm of its clients’ operations, helping them maintain high service levels when vehicle or equipment breakdowns occur. The team is focused on responsive, professional service that minimizes downtime and supports customer satisfaction.

Role Description

This is a full-time, on-site Control Room Operator role based in Leicester. The Control Room Operator will monitor systems and incoming calls, coordinate responses to breakdowns, and ensure accurate logging of incidents and actions. The role involves communicating with drivers, technicians, and clients, dispatching appropriate resources, and tracking job progress to completion. The operator will follow established procedures, escalat​e issues when necessary, and maintain up-to-date records and reports. The position requires working within a shift-based environment to support 24/7 operations.

Qualifications

• Strong control room and monitoring skills, with experience in coordinating live operations and incident response.
• Knowledge of plant operations and power generation processes, with an understanding of operational safety and efficiency.
• Familiarity with steam systems or related industrial environments, including basic technical awareness of equipment behavior.
• Excellent communication skills, both verbal and written, to interact clearly with internal teams, clients, and service partners.
• Ability to remain calm under pressure, make timely decisions, and prioritize tasks in a fast-paced environment.
• Comfort with computer-based systems, including call handling software, dispatch tools, and standard office applications.
• Previous experience in a control room, emergency response, logistics, or breakdown recovery environment is beneficial.
• Relevant vocational training or qualifications in operations, engineering, or a related field are advantageous.