Night Control Room Operator — Heathrow

APCOA PARKING UK

Hounslow

On-site

GBP 31,000 - 34,000

Full time

14 days+

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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.