Transport Operations Controller - 24/7 UK

CMAC Group; East Midlands; On-site; GBP 26,000 - 30,000; Full time

Job summary

CMAC Group is recruiting for Operations Controllers based in the UK, with offices in Accrington and Nottingham. This role is fully office-based and operates a 12-hour shift from 8am to 8pm, supporting airline, rail, and travel sectors.

We seek individuals with drive, resilience and customer focus to succeed in a fast-paced operational environment. You will report to the Duty Manager and coordinate transport and accommodation requests, monitor service delivery against SLAs, and provide timely

Qualifications

• Excellent customer service and a professional phone/email manner.
• 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.

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 and direct communication.
• 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 escalate potential customer complaints to the Customer Feedback Department promptly.
• Respond to and action all email correspondence in accordance with company standards.
• Monitor and record supplier performance against agreed SLAs and ensure compliance.

Skills

Excellent customer service

Administrative & organisational

Multitasking & prioritisation

Verbal & written communication

Attention to detail

IT skills & database usage

Job description

CMAC Group is recruiting for Operations Controllers based in the UK, with offices in Accrington and Nottingham. This role is fully office-based and operates a 12-hour shift from 8am to 8pm, supporting airline, rail, and travel sectors.

We seek individuals with drive, resilience and customer focus to succeed in a fast-paced operational environment. You will report to the Duty Manager and coordinate transport and accommodation requests, monitor service delivery against SLAs, and provide timely