Call Centre Operator - Highways

This vacancy is now closed

An exciting opportunity has come up for a Call Centre Operator to join a well-known civil engineering contractor on a number of highways and regeneration projects in Berkshire on a temp to perm basis.

You will be the first point of contact for customers and emergency response calls from various organisations ensuring that the network is safe for the public and with minimal congestion by working with supervisors for emergency and miscellaneous tasks in a co-ordinated manner. The role will also include recording all calls, emails, texts and other communications from customers into the Highways Information Management Systems (HIMS).

Key Accountabilities

  • Receive and record calls from customers and other stakeholders onto the HIMS
  • Record customers, stakeholder calls, emails, letters and texts onto the HIMS
  • Deal with email enquiries regarding works or issues with the network and appropriately supporting the supervisor in issuing a response team if needed to the location of the enquiry
  • Pass emergency calls and other works to Emergency Response Units via telephone and HIMS PDA system
  • Delivery of business plan objectives
  • Liaise with Highway Authorities regarding possible impact on traffic movement
  • Run reports to assist in performance management queries and data collection
  • Ensure all relevant contractual performance indicators are met
  • Assist in various other tasks that may have to be undertaken as and when required, for example flooding reports and co-ordinating winter maintenance activities
  • Calling lone workers at regular intervals for safety checks
  • To assist in the administration of C2 Stats searches and issuing to relevant contract teams
  • To carry out other duties consistent with the above that may be directed or implied from time to time as required to commensurate the post.


  • An understanding of Permit schemes and the Traffic Management Act (TMA)
  • An understanding of Highways term contracts and their implications for the control room

If this position is for you then please don't hesitate to contact me on 01844212058 for an informal chat or drop me an email with any questions you might have to

Alternatively if this position isn't for you but you think you know someone who might be suitable, then we offer a £500 referral fee (T's and C's apply).