Transport Operations Lead – 24/7 Booking & Coordination

CMAC Group; Nottingham; On-site; GBP 26,000 - 34,000; Full time

Job summary

CMAC Group is recruiting for Operations Controllers based in the UK, with roles in Accrington and Nottingham. The job is office-based with 12-hour shifts from 8am to 8pm.

You will coordinate passenger transport and hotel accommodation, monitor supplier performance, and provide timely updates to clients as part of a 24/7 operations team. You will work to SLAs across airline, rail, road transport and internal pre-planning sectors, ensuring accurate bookings and proactive communication.

Qualifications

• Excellent customer service skills.
• 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.

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 elevate 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

Customer service

Administrative

Multitasking

Communication

Attention to detail

IT literacy

Teamwork

SLA knowledge

Tools

Database systems

Email systems

Job description

CMAC Group is recruiting for Operations Controllers based in the UK, with roles in Accrington and Nottingham. The job is office-based with 12-hour shifts from 8am to 8pm.

You will coordinate passenger transport and hotel accommodation, monitor supplier performance, and provide timely updates to clients as part of a 24/7 operations team. You will work to SLAs across airline, rail, road transport and internal pre-planning sectors, ensuring accurate bookings and proactive communication.