ROC Team Manager

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.

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.

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.

• 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.
• 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.
• 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.

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

• 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
• Experience of delivering incident and crisis management in a safety critical and customer focused operational environment

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