About The Role A key role to support the NTOC Team in ensuring that CPS meet both contractual and expected performance. To ensure that best practices are followed for maximum efficiency and that the NTOC achieves consistent delivery of a high standard of service and performance in the operation and management of the strategic roads network. What you'll be doing To support the NTOC function with its Incident and Defect Management response, ensuring incidents are managed correctly and reporting is accurate. To review Incident data to ensure all activities of primary and secondary response are accurately represented and comply with both company policy and contractual requirements. To review incident management feedback and to liaise and assist the NTOC Duty Managers in ensuring corrective action is taken and training is provided. To be responsible for delivering training and ensuring that both new starters and existing NTOC operational staff are supported with decision making, and training requirements are regularly identified. Review and monitor logs where expected response not achieved to understand reasons and to correct logs with mitigation reasons where required. Liaise with CPS teams and provide initial responses to queries raised in regard to response, paymech or road space bookings. Assist with the Winter Maintenance response and ensure all weather decisions in accordance with the Severe Weather Plan are fully understood and delivered. Assist with reporting and data capture as and when required. Support NTOC function as and when required. Responsible for ensuring road space bookings are recorded as expected and to raise queries regarding delays and cancellations To accurately receive and disseminate information to optimise safety and maximise efficient response and resolution of incidents. To comply with Connect Plus policies and procedures as detailed in operational plans and HR standards. To build strong, effective working relationships with stakeholders and partners including real-time liaison with the NH Regional Operations Centers. Attending ISU shift briefings and being the key contact for depots for any night based activity. Ad-hoc duties as requested by manager. Travel between Dartford and South Mimms as and when required. To provide support to DTM and cover when necessary. Who we're looking for Prior experience of working in an operational control room to a minimum of 3 years, preferably in an emergency services or National Highways environment. Experience of working in an environment involving the time-critical deployment of resources. Experience of working in a performance driven environment. Excellent communication skills, both oral and written. Aptitude for effective problem solving, using information to consider options and outcomes Ability to operate and interrogate several data base systems simultaneously to a high level of competence. Demonstrate an understanding of the commercial implications of operational decisions. Ability to remain calm under pressure, prioritising the response to multiple events. Experience of incident management, escalation processes and terminology. Full driving license Why work for us Day in, day out, our teams deliver some of the UK’s most ambitious, exciting and meaningful projects; developing, building and maintaining the vital infrastructure that supports national economies and strengthens communities. Why join us? Benefits As if contributing to and supporting work that makes life better for millions wasn’t rewarding enough, we offer a full range of benefits too. You’ll have the freedom to shape the package that’s right for you and your life. Here are some of our key benefits: Smart working, giving you more flexibility such as staggered start and finish times, with up to 40% remote working, where roles allow. 25 days paid annual leave (pro rata) Family friendly policies which include 28 weeks full pay for maternity/adoption leave and four weeks full pay for paternity/partners leave Pension, share incentive plan, volunteering leave, recognition schemes and much more… About Us Connect Plus Services (CPS) brings together the collective strength of our parent companies - Balfour Beatty, Atkins and Egis Road Operation UK. With around 600 people, based at eight locations across the M25 network, we work on behalf of Connect Plus and National Highways to manage the operation of the M25 24 hours a day, 365 days a year, from routine maintenance to managing the whole-life requirement of thousands of assets across the network. Diversity and inclusion At Balfour Beatty we believe that diversity and inclusion are essential components of any successful, happy workplace. Through our Value Everyone Diversity and Inclusion Strategy and Action Plan, we are growing our diverse workforce and developing our inclusive culture where everyone is able to thrive and reach their full potential, regardless of their identity or background. To find out how we are making this a reality, visit www.balfourbeatty.com/diversityandinclusion To help and support us with our desired commitment to create an inclusive culture we are members of WISE, enei, Business Disability Forum and the Association for Black and Minority Ethnic Engineers (AFBE). In 2020, we signed the Audeliss and Involve Open Letter to demonstrate our commitment to taking key long term and sustainable actions on Black Inclusion. Balfour Beatty is also a Gold Award holder in the Ministry of Defence 'Employer Recognition Scheme' and actively encourage applications from Armed Forces personnel, veterans and reservists. As a Disability Confident Employer, we are committed to working with people who have disabilities and long-term health conditions to remove barriers for them in obtaining employment. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role. For more info, visit: https://disabilityconfident.campaign.gov.uk/ We are looking to continually improve our resourcing process and ensure that it is fair and inclusive for all. If you have any feedback on the process, please share this with us at: candidaterecruitmentqueries@balfourbeatty.com