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