Service Centre Operator

Aura; Reading; On-site; GBP 24,000 - 36,000; Full time

Benefits offered by this job

Company pension

Employee mentoring programme

Transport links

Equity potential

Career progression

Job summary

Aura in Reading, United Kingdom, is seeking a Service Centre Operator to manage incoming requests, coordinate responses, and ensure clear communication between clients and field resources.

In a fast-paced, high-pressure environment you will stay highly organized, make quick, informed decisions, and maintain a calm, supportive approach while upholding safety procedures and service standards. This role offers progression opportunities in a growing scale-up.

Qualifications

• Experience working in a fast-paced environment is essential.
• Strong written and verbal communication skills are required.
• Excellent problem-solving abilities and attention to detail.
• Empathy and the ability to handle sensitive situations with care.
• High emotional intelligence to respond calmly in distressing incidents.
• Willingness to work nights, weekends and public holidays.
• Experience in a control room, operations centre, or coordination role is advantageous.

Responsibilities

• Coordinate and dispatch appropriate resources in response to requests.
• Manage time-sensitive incidents by liaising with teams and stakeholders.
• Maintain accurate records of all activities, incidents and reports.
• Communicate effectively with clients and internal teams to ensure service delivery.
• Operate and maintain control room systems and equipment.
• Adhere to safety procedures and regulatory requirements.

Skills

Fast-paced work

Communication skills

Problem solving

Empathy

Telephone etiquette

Emotional intelligence

Flexible hours

Control room experience

Job description

Job Description

About Us

We are a technology-driven service centre focused on delivering rapid, reliable support through a smart and scalable platform. By connecting a wide network of field responders and support resources, we ensure that assistance is always within reach. Our mission is to make critical support services more accessible, efficient, and dependable.

Role Overview

We are seeking a proactive and detail-oriented Service Centre Operator to join our team. In this role, you will be responsible for managing incoming requests, coordinating appropriate responses, and ensuring seamless communication between clients and field resources.

Working in a fast-paced, high-pressure environment, you will play a critical role in maintaining efficient operations while delivering a high standard of service. The ideal candidate is calm under pressure, highly organised, and able to make quick, informed decisions.

What We Are Looking For:

• Ability to work in a fast-paced, high-pressure environment
• Strong communication skills, both written and verbal
• Excellent problem-solving skills and attention to detail
• Empathy and the ability to handle sensitive situations with understanding and care
• Strong telephone etiquette and the ability to professionally manage communication with clients and service providers
• High level of emotional intelligence to effectively assess and respond to individuals in distress, ensuring a calm and supportive environment
• Willingness to work flexible hours, including nights, weekends, and public holidays
• Previous experience in a control room, operations centre, or coordination role is advantageous

Key Responsibilities:

• Coordinate and dispatch appropriate resources in response to incoming requests
• Manage time-sensitive situations by liaising with relevant teams and stakeholders
• Maintain accurate records of all activities, incidents, and reports
• Communicate effectively with clients and internal teams to ensure efficient service delivery
• Operate and maintain control room systems and communication equipment
• Adhere to safety protocols and procedures, ensuring compliance with regulations

Remuneration & Benefits:

• Centrally located office with easy access to transport and amenities
• Free tea, coffee, and kitchen amenities
• Paid breaks
• Opportunity to work in a fast-paced, high-growth scale-up environment
• A meaningful role where your work contributes to real-world impact
• Clear pathways for career progression and internal advancement
• Ongoing learning and development opportunities with a supportive, collaborative team culture
• Potential for equity or share-based rewards for high performers

Job Types: Full-time, Part-time

Benefits:

• Company pension
• Employee mentoring programme
• Transport links

Ability to commute/relocate:

• Reading RG1: reliably commute or plan to relocate before starting work (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person