Dartford Control Room Team Manager

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.

Reporting directly to the Dartford Service Delivery Manager, you will lead the Dartford Control Room (DCR), overseeing the team and ensuring the delivery of a high-performing, customer-focused service. You will be responsible for the day-to-day operational leadership of the DCR, ensuring the effective deployment of resources, managing real-time network performance, and supporting the safe and efficient flow of traffic.

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 (SRN) across Dartford, minimising any adverse effects on our customers.

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.

• Providing operational leadership of Dartford's SRN, ensuring the DCR proactively manages the network to deliver a safe and positive experience for customers, including the coordination of restricted vehicle movements through the Traffic Management Cell to support the safe and efficient flow of traffic.
• 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.
• 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.
• Oversee the DCR'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.

The successful candidate must live within a one-hour commute of the Dartford Control Room.

• Experience of managing team workload and performance, with a proven record of driving best practice/continuous improvement.
• Social media and adverse journalism check
• Experience of delivering incident and crisis management in a safety critical and customer focused operational environment.
• Strong communication, collaboration and stakeholder management skills.
• Driving licence check (if applicable)
• Fit to work questionnaire (for all), followed by a medical check (if applicable)
• DBS criminal record check
• Knowledge of highway assets and how to define and manage safety and time critical defects.
• 3 year employment history references
• Knowledge of traffic and incident management practices, procedures and protocols.
• Qualifications and/or professional membership check (if applicable)

External candidates will be offered a starting salary at the lower end of the pay scale, while current employees will be appointed in accordance with our established pay policy.

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

Our benefits package

A connected and sustainable working approach has been adopted across National Highways. For some roles, this means being able to work in a hybrid way spending up to 60% of time working from a remote location such as home.

• Flexible hours and an approach driven by connected and sustainable working which includes hybrid working
• Life assurance of 4 times annual salary
• Money friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays. Alongside a financial wellbeing programme
• Right to work check
• Annual Leave starting at 26 days (plus Bank Holidays) rising by 1 day each year up to 31 days (plus Bank Holidays)
• Contributory pension scheme with employer contribution of up to 10%
• Health and wellbeing support, including an Employee Assistance Programme, available 24/7 365 days and network of mental health first aiders. Plus access to a wellbeing app to enhance your self-care 24/7, Occupational health service and flu vaccines
• A cycle to work scheme for the purchase of a bicycle and equipment for healthy, low carbon travel
• Community friendly - offering paid leave to volunteer, 3 days basic/year
• Our total reward package includes basic salary, the potential for a performance related bonus
• Significant investment in your career development, through learning and development, talent management, coaching, mentoring and on job experience
• Family friendly with enhanced maternity leave and pay, paternity leave (15 days), shared parental leave, adoption leave. Plus access to financial support for holiday play schemes and paid special leave (up to 5 days pa), eg for caring responsibilities