ROC Team Manager

National Highways; Birmingham; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading highway management organization in Birmingham seeks an Operations Team Leader to oversee a control room team responsible for the Strategic Road Network. You will ensure safe operations, manage incidents, and lead communication efforts to provide a positive experience for customers. The ideal candidate has crisis management experience, strong communication skills, and knowledge of traffic management practices.

Benefits

25% shift allowance

Qualifications

• Experience in a safety critical operational environment.
• Strong communication and collaboration skills.
• Knowledge of traffic incident management.
• Proven record in team performance management.

Responsibilities

• Lead a team of Regional Operations Centre Operators.
• Ensure safe and effective operation of the road network.
• Coordinate workflow in the control room.
• Act as Operational Commander during critical incidents.
• Communicate effectively with stakeholders.

Skills

Incident and crisis management

Communication skills

Stakeholder management

Knowledge of highway assets

Traffic management protocols

Team workload management

Job description

About the job.

Safety and Customer Service are at the heart of everything we do. In this role, you will directly impact the safe running of the strategic road network, minimising any adverse effects on our customers. Reporting directly to the Operations Manager you will lead a team of 8-10 Regional Operations Centre Operators based within the control room, responsible for ensuring the regional control room proactively manages the safe and effective operation of the Strategic Road Network across the region. You will also be responsible for the coordination of workflow in the regional control room and providing operational guidance to ensure the regional control room takes ownership of providing our customers with a positive experience.

Our teams operate in a 24/7 environment with this role attracting a 25% shift allowance.

The successful candidate must live within a 1-hour commute of the Regional Operations Centre.

• Embed safety as the first imperative across all areas of your responsibility.
• Have a clear and comprehensive picture of Strategic Road Network performance across the region on a real-time basis, ensuring that the regional control room is proactively managing the network and ensuring a positive experience for customers.
• Responsible for directing and coordinating the deployment of available resources across the region's Strategic Road Network to maximise traffic flow and minimise the impact of planned and unplanned events on customers.
• Act as National Highways Operational Commander during critical incidents, making sure plans are in place and actions are taken to ensure effective and safe resolution of network operational issues, proactively informing and assuring senior management as required.
• Oversee the regional control room's coordinated communications (using systems when needed) with customers, partners, stakeholders and colleagues across a range of mediums to ensure that all parties are kept informed and receive accurate and timely information.

About you.

• Experience of delivering incident and crisis management in a safety critical and customer focused operational environment
• Strong communication skills, collaboration and stakeholder management
• Knowledge of highway assets and how to define and manage safety and time critical defects
• Knowledge of traffic and incident management practices, procedures and protocols
• Experience of managing team workload and performance, with a proven record of driving best practice/continuous improvement

About us.

Here at National Highways, we manage and improve England's motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this, are our values of passion, integrity, safety, teamwork and ownership.

Operations is at the heart of keeping the strategic road network moving and ensuring our customers get the best possible experience when using our roads.

We address over 39,000 customer enquiries every month, plan and deliver all maintenance activities on the network, drive efficiencies and improvements across our systems and roads, and respond to incidents across 4,500 miles of motorways and major A-roads that we manage. All to make sure National Highways customers have safer, smoother, and more reliable journeys.

We are committed to creating a diverse environment and welcome applicants from all backgrounds.