Operations Controller

CMAC Group; Nottingham; On-site; GBP 28,000 - 40,000; Full time

Job summary

CMAC Group is recruiting for Operations Controllers based in the UK, with roles in Accrington and Nottingham. This office-based role follows a 12-hour shift pattern (8am–8pm) and focuses on coordinating transportation and accommodation for internal and external customers.

You will monitor service delivery against SLAs, update customers with timely information, and work with a 24/7 operations team to keep journeys moving despite disruptions.

Qualifications

• Strong administrative and organisational abilities.
• Ability to multitask and manage competing priorities.
• Excellent verbal and written communication skills.
• High level of accuracy and attention to detail.
• Competent IT skills, including database and email systems.
• Experience working to service level agreements and performance targets.
• Experience within transport, travel, logistics or operational coordination.
• Experience using GPS tracking systems and booking platforms.
• Knowledge of airline, rail or passenger transport operations.
• Experience working in a 24/7 customer service or operational environment.

Responsibilities

• Accurately record customer requests and fulfil transportation and accommodation requirements in line with customer SLAs.
• Schedule, source and coordinate passenger transport and hotel accommodation through approved third-party suppliers using the company's bespoke database system.
• Monitor transport and accommodation services provided by internal and external suppliers through GPS tracking systems, system integrations and direct communication with suppliers and drivers.
• Track and record key transport milestones throughout the customer journey.
• Provide internal and external customers with accurate and timely updates relating to their bookings and requests.
• Identify and upscale potential customer complaints by notifying the Customer Feedback Department via email as soon as issues are identified.
• Respond to and action all email correspondence in accordance with company standards.
• Monitor and record supplier performance against agreed service level agreements.
• Ensure compliance with all internal and external SLAs.
• Carry out additional administrative and operational duties as required.

Skills

Administrative abilities

Organisational skills

Multitasking

Communication skills

Attention to detail

IT skills

Teamwork

SLA experience

Transport logistics experience

GPS tracking experience

Booking platforms

Passenger transport operations

24/7 operations

Tools

GPS tracking systems

Booking platforms

Job description

We are currently recruiting now for Operations Controllers based in the UK in Accrington and Nottingham.

Please note Operations Controllers are fully office based and operate the following shift patterns:

• 12-hour shift: 8am–8pm

As CMAC Group continues to grow and support an increasing number of clients across the airline, rail, corporate and emergency services sectors, we're proactively building a talent pool of talented Operations Controllers to support future hiring needs within one of the most critical areas of our business.

Our Operations team works 24/7 to ensure people reach their destinations when travel plans are disrupted, coordinating transport and accommodation solutions at pace while delivering exceptional service to our customers. Due to the importance of this function and the specialist skills required, we are looking to connect with individuals who have the drive, resilience and customer focus needed to succeed in a fast-paced operational environment.

At CMAC Group, we don't just coordinate journeys, we solve problems, support people during times of disruption and help keep the world moving.

About the Role

This forward-facing role sits within the Operations team and reports directly to the Duty Manager. The position is responsible for delivering and monitoring transportation and accommodation requests on behalf of both internal and external customers.

The role supports customers across the airline, rail, road transport and internal pre-planning sectors by coordinating transport and accommodation solutions, monitoring service delivery against agreed SLAs, and providing accurate, timely updates throughout the lifecycle of each booking.

What Success Looks Like

• Customer requests and bookings are recorded accurately and processed within agreed service level agreements.
• Transport and accommodation solutions are coordinated efficiently and delivered on time.
• Customers receive proactive, accurate updates regarding the progress of their requests.
• Supplier performance is effectively monitored and recorded against contractual SLAs.
• Operational issues and potential complaints are escalated promptly to the Customer Feedback team.
• Internal and external service standards are consistently achieved.

Core Responsibilities

• Accurately record customer requests and fulfil transportation and accommodation requirements in line with customer SLAs.
• Schedule, source and coordinate passenger transport and hotel accommodation through approved third-party suppliers using the company's bespoke database system.
• Monitor transport and accommodation services provided by internal and external suppliers through GPS tracking systems, system integrations and direct communication with suppliers and drivers.
• Track and record key transport milestones throughout the customer journey.
• Provide internal and external customers with accurate and timely updates relating to their bookings and requests.
• Identify and upscale potential customer complaints by notifying the Customer Feedback Department via email as soon as issues are identified.
• Respond to and action all email correspondence in accordance with company standards.
• Monitor and record supplier performance against agreed service level agreements.
• Ensure compliance with all internal and external SLAs.
• Carry out additional administrative and operational duties as required.

About You

You are highly organised, customer-focused and able to work effectively in a fast-paced operational environment. You can manage multiple priorities simultaneously while maintaining exceptional attention to detail and accuracy.

You are a strong communicator who can confidently liaise with customers, suppliers and internal stakeholders, ensuring a professional and solutions-focused approach at all times.

Your Expertise

• Strong administrative and organisational abilities.
• Ability to multitask and manage competing priorities.
• Excellent verbal and written communication skills.
• High level of accuracy and attention to detail.
• Competent IT skills, including database and email systems.
• Ability to work effectively within a team environment.
• Experience working to service level agreements and performance targets.
• Experience within transport, travel, logistics or operational coordination.
• Experience using GPS tracking systems and booking platforms.
• Knowledge of airline, rail or passenger transport operations.
• Experience working in a 24/7 customer service or operational environment.

About Us

CMAC Group is a fast-growing leader in global passenger transport and accommodation solutions - trusted by airlines, rail operators, major corporations and emergency breakdown providers to keep people moving safely and seamlessly, 24/7/365.

Since 2007, we’ve built a powerful technology-led aggregation platform that connects clients to a vast, reliable global supply network, enabling us to move over 5 million passengers every year across the UK, Europe and beyond.

Our portfolio of specialist brands include Suntransfers.com, CoachHireComparison.co.uk, Minicabit.com and CheckedSafe, which gives us unmatched capability to coordinate transport and accommodation at scale, even in the most complex or time critical situations.

Backed by ComfortDelGro, one of the world’s leading mobility groups, CMAC Group continues to operate with the agility and innovation of an independent business whilst benefiting from the strength, stability and global reach of a major international parent company.

You’ll be joining a team that thrives on solving real world challenges, shaping the future of mobility and delivering exceptional service when it matters most. If you’re driven, curious and excited by meaningful impact, you’ll feel right at home here.

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.