Control Room Operators

  • Job Reference: 5487
  • Date Posted: 8 July 2024
  • Recruiter: National Highways
  • Website:
  • Location: Wakefield, Yorkshire
  • Salary: £33,387.50 to £34,762.50
  • Bonus/Benefits: Up to £34,762.50 (inclusive of 25% shift allowance) after 9 months pro
  • Sector: Engineering
  • Job Type: Full Time Flex
  • Work Hours: Full Time

Job Description

Whether you drive on motorways or major A-roads the staff in our Regional Operations Centre up and down the country are looking after you. Our trained Operators are the first point of contact when people ring an emergency roadside telephone, or if they breakdown or get into an accident and need assistance. They also set signs and signals, respond to alerts and urgent road defects, and make sure our road workers get on the network safely to conduct maintenance and upgrades. We do all this with great pride and passion, connecting businesses and families up and down the country. It is safe to say that no day is the same in our Regional Operations Centres.

We’re looking for people to join our diverse and energetic team to manage our road networks in the Yorkshire, North East region, where you’ll be based at our Regional Operations Centre in Wakefield.

You’ll be working with emergency services personnel, recovery companies, our very own Traffic Officers, our highways works personnel, and even motorists who have broken down or been involved in incidents. We expect you to be professional at all times yet highly motivated in providing a friendly and positive service.

Our Regional Operations Centre operates 24/7, 365 days of the year, so our operators work 6 days on, 3 days off and shifts consist of a variety of shifts.

The starting salary for this role is up to £33,387.50 (made up of base salary plus 25% shift allowance) increasing to up to £34,762.50 (made up of base salary plus 25% shift allowance) after 9 months probation.

Want to find out more about our Control Rooms, take a look here!

What you’ll be leading on

  • Answering emergency roadside calls
  • Mobilising On Road teams, such as Traffic Officers, Inspectors and Maintenance Contractors, to emergencies and other 
  • requests
  • Transmitting and receiving messages via the radio to Traffic Officers and Emergency Services
  • Instructing our contractors to repair urgent defects and damage from incidents
  • Informing other emergency services and utility companies where required.
  • Monitoring and managing incidents from start to finish
  • Maintaining accurate incident logs by recording information gathered from multiple sources
  • Carrying out other administrative duties as required to help the safe running and operation of the network and the Regional Operations Centre

To be successful

We are looking for people to join us who are positive, compassionate, be IT literate, and good at communicating. If you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it – then you’ll be a great fit for our organisation

Some skills and requirements we are looking for include; 

  • GCSE Maths and English (Grade C/4 or above), or equivalent. However, if you do not have these qualifications, we’re still likely to accept applicants who have relevant work experience or similar level qualifications.
  • Excellent communication skills and telephone manner
  • Strong administration skills
  • Ability to work calmly under pressure
  • A high level of typing proficiency, preferably a minimum of 32 words per minute
  • Be prepared to work shifts as part of a 24/7 cover

 A bit about us

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.

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.


Why you should join us

At National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel connected, included and enjoy greater wellbeing to achieve this. We’re proud that as an organisation we are continually striving to do better and actively encourage and support our colleagues to do the same with their careers. 

So, if you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it – then you’ll be a great fit for our organisation.

A connected and sustainable working approach has been adopted across National Highways. For some operational colleagues who cannot work remotely, this means having great facilities in locations such as outstations.

Our benefits package

  • Our total reward package includes basic salary, plus shift allowance
  • Contributory pension scheme with employer contribution of up to 10%
  • Annual Leave starting at 192.4 hours increasing 1 days every year up to 229.4 hours, plus 8 days in replacement of bank holidays
  • Life assurance of 4 times annual salary
  • 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
  • Significant investment in your career development, through learning and development, talent management, coaching, mentoring and on job experience

And we are

  • 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
  • Money friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays. Alongside a financial wellbeing programme
  • Community friendly – offering paid leave to volunteer, 3 days basic/year 

If you are successful, it is key to know all offers of employment are subject to satisfactory completion of our pre-employment checks which include:

  • Right to work check
  • 3 year employment history references
  • DBS criminal record check
  • Social media and adverse journalism check
  • Driving licence check (if applicable)
  • Fit to work questionnaire (for all), followed by a medical check (if applicable)
  • Qualifications and/or professional membership check (if applicable)
And finally 

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