Operations Controller

CMAC Group; Accrington; On-site; GBP 22,000 - 28,000; Full time

Job summary

CMAC Group in Accrington is seeking a forward-facing operations team member to handle customer requests and transport coordination. This role requires excellent customer service skills and the ability to work under pressure, fulfilling requirements from various transport sectors.

You'll be responsible for accurate record-keeping, coordinating with third-party services, and ensuring compliance with service level agreements while operating on a shift basis.

We promote equality, diversity, and inclusion, welcoming applicants from all backgrounds.

Qualifications

• Experience of working in a call centre or contact centre environment is essential.
• Good geographical knowledge is important.
• Experience working within a transport environment (Airline, Rail, Road) is an advantage.

Responsibilities

• Accurately record customer requests and fulfill transportation/accommodation requirements.
• Schedule and coordinate transport and hotel arrangements with third parties.
• Provide up-to-date information on the progression of requests/bookings.

Skills

Customer service skills

Communication skills

Organisational skills

Problem-solving

Attention to detail

Job description

This forward-facing position is working within the Operations team reporting to the Duty Manager, delivering and monitoring requests/bookings from both internal and external customers.

This is achieved by supplying accurate on time feedback on the progression of any requests/bookings, from our customers within the Airline, Rail, Road transport and internal Pre-Planning team, whilst monitoring and recording our supplier’s performance against SLA’s.

Please note that this role operates a shift pattern of:

• 12-hour shifts: 7am-7pm / 7pm-7am
• 4 on / 4 off rotation
• Monthly rotation between days and nights

What you will do

• Accurately recording customers requests, fulfilling customer transportation and accommodation requirements within our customers SLA’s.
• Schedule, recruit and coordinate passenger transport and hotels with third party operations, using the company’s bespoke database system within our customers SLA’s.
• Tracking of transport (four points) and accommodation supplied by both internal and external customers. This is achieved by monitoring through GPS systems, integrations and direct contact with suppliers, both office and vehicle based.
• Providing both internal and external customers with up to date and accurate information on the progression of their request/booking.
• Ensuring anything that may result in a complaint is sent via email to the Customer Feedback department at the time of discovering/being informed of the potential complaint.
• Respond to and action all email correspondence to company standards.
• Adhere to internal and external SLA’s.
• Any other relevant office duties, as and when required.

About you

• Experience of working in a call centre/contact centre environment is essential
• Excellent customer service, communication and organisation skills
• Ability to stay calm and responsive under pressure
• Email handling, documentation, and complaint escalation
• Real-time problem solving, multitasking, prioritisation
• Attention to detail and working effectively under pressure
• Experience of working within a transport environment (i.e. Airline, Rail and Road etc) would be an advantage
• Good geographical knowledge

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.