Job Description
MISSION & MAIN ACTIVITIES:
Reporting to the Watchman, the Customer Service Manage will be responsible for the management and processing of all client lead 3rd party enquiries and red claims (A Red Claim is where a third party seeks to claim financial compensation for damage or injury incurred whilst on our strategic road network (SRN). Management of the daily operations of the Network Control Operators, ensuring high standards of performance, compliance, and service delivery. This role will act as a key point of contact between the Watchman and the NCC operator team, providing guidance, support, and coordination to maintain smooth and efficient motorway incident management and roadspace booking processes.
Key Responsibilities:
· Management and processing of all 3rd Party correspondence/Enquiries/Red claim(s) from receipt to closure.
· Manage the NCC Shift Rota to maximise efficiencies and minimisation of costs.
· Manage and support a team of Network Control Operators in delivering their core duties effectively.
· Monitor team performance and ensure compliance with National Highways standards and internal procedures.
· Provide operational oversight during shifts, ensuring incidents, claims, and enquiries are managed promptly and accurately.
· Act as first point of escalation for complex or high-impact incidents, customer enquiries, and abnormal load notifications.
· Coordinate workload requirements to support the 24/7 operational requirements. · Training, onboarding, and continuous development of team members.
· Review and validate reports, KPIs, and data submissions before escalation to management.
· Ensure timely and accurate booking of Roadspace via NEMS and support planning compliance.
· Promote a culture of safety, wellbeing, and continuous improvement within the team.
· Liaise with internal departments, ISU operatives, and external stakeholders to resolve issues and maintain service continuity.
· Support the implementation of new systems, processes, and initiatives within the NCC.
· Maintain high standards of documentation and audit readiness across all operational activities.
· Contribute to the development of best practice and standard operating procedures for the team.
· Develop a good working relationship with our client and partners
· To fully engage with the promotion and adoption of any current and future health, safety and wellbeing initiatives rolled out by Egis Road operation M40 Ltd and/or Egis UK.
· To carry out other such related duties as maybe required
Qualifications
· Customer focused correspondence management.
· Defence of Claims (Insurance) or similar
· Proven experience in a supervisory or team leadership role within a fast-paced operational environment.
· Working knowledge of National Highways Network Event Management System (NEMS).
· Excellent communication and interpersonal skills, with the ability to motivate and guide a team.
· High attention to detail and accuracy in data handling and reporting.
· Ability to remain calm and decisive under pressure.
· Proficient in MS Office Suite, including Excel, Word, and SharePoint.
· Strong organisational and time management skills.
· A proactive approach to problem-solving and continuous improvement.
· Commitment to health, safety, and wellbeing standards.
· Flexibility to assist with covering shifts, including during periods of sickness, holidays, or operational demand.
Additional Information
Equality, Diversity & Inclusion
We are an Equal Opportunities employer and we strive to build a workforce that truly reflects the communities we represent. We welcome candidates from all backgrounds, regardless of age, disability, gender, gender identity, gender expression, race, religion or belief, sexual orientation, socioeconomic background, and any other protected characteristic. If you decide to apply for an opportunity with us, your application will be assessed based purely on your experience, the essential and desirable criteria, and your suitability for the role. We value each and every one’s contribution as this builds our culture and means that if you work with us, you will be included, listened to, and respected.
*Please note, to be considered for this role, you must be based in the UK and must already be able to legally work in the UK. We are unable to offer or provide sponsorship for this position*