Do you have great customer service skills and can handle multiple tasks at once? Join us in our enthusiasm for Greater Manchester and help us maintain the mobility of one of the UK’s biggest cities.
The Operational Control Centre is here to manage disruption and serious incidents across the whole transport network, from managing traffic signals to managing significant issues on bus and tram and everything in-between. The team are responsible for overseeing activity of the entire Greater Manchester transport network 24/7. It’s a fast paced, exciting environment to work in with no 2 shifts being the same.
Your Role
As a Control Centre Support Officer, you will play a key role in keeping the Greater Manchester Road network running smoothly. You will spot and resolve problems, and coordinate with the new Bee Network bus services and act as a liaison for TfGM. You will enjoy a dynamic and varied work environment, where you will handle multiple serious incidents simultaneously.
You will work to tight deadlines and targets to support the Operational Control Centre in delivering swift and efficient incident management, with a particular focus on enhancing customer journeys and supporting TfGM’s response along with transport partners. You will be responsible for monitoring the multi modal transport network utilising a suite of advanced computer systems, including journey planning and CCTV, to identify any issues and provide timely interventions to keep traffic and transport moving.
You be required to work on a shift rota basis along with colleagues providing 24 hours coverage 7 days a week. We operate a 10-week rota where the shifts vary but cover an equal split of early, late and night shifts. You’ll also get around 50% of weekends as planned rest days. There is a 20% shift allowance on top of the base salary for shift work. You will be provided with support through an extensive coaching and development framework, in conjunction with your assigned coach for up to 3 months.
For more details about this role please see the Job Profile below.
Who are we?
Join the Operational Control Centre and be part of a team that ensures the smooth operation of various transport modes for millions of travellers every day. The Operational Control Centre is expanding and using cutting-edge technology to oversee the entire Greater Manchester transport network, and you can be part of the change!
Upon joining the team, you will be provided with support through an extensive coaching and development framework, in conjunction with your assigned coach for your first 4 to 6 weeks in the role. The framework will coach and guide you through a series of modules which encompass the modal knowledge required to become competent in the role.
What you’ll bring
What you do and how you do it is important whatever type of role you work in at TfGM and even small behaviours and actions can have a really big impact. At TfGM, our behaviours bring to life our values of Deliver, Care and Adapt.
You'll have experience of stakeholder liaison and be able to clearly triage and prioritise information using your existing decision-making skills to enable you to quickly respond to incidents across the transport network and provide information to various audiences. A knowledge and understanding of GDPR and Data Protection is essential as well as experience of working with safety related policies and procedures. You'll have excellent computer skills and significant experience in using Microsoft applications and you'll have great customer service skills. Having a SIA CCTV Operator License is desired or a willingness to engage in SIA Approved CCTV training during employment. You will be educated to GCSE level or equivalent or have equivalent levels of experience.
What we can offer you
We have two permanent positions available and three fixed term positions for a period of 24 months with a salary of £27,841 - £31,915 per annum, plus 20% shift allowance. This equates to a starting salary of £33,409. You will work as part of a high performing, highly skilled and very welcoming team. Within this role, you will have the opportunity to develop yourself and your skills within multi modal, multi-agency control room.
Our benefits include:
- 28 days holiday per annum (plus bank holidays)
- Free Bus, Rail or Metrolink travel to and from work within the Greater Manchester boundary
- Local Government Defined Benefit Pension Scheme which includes life cover of 3 x your salary and options to increase your pension contributions
- Commitment to learning and personal development and upskilling with reimbursement of professional fees, where essential to the role
- We promote good physical and mental health and can provide additional support to staff via our employee assistance programme when required
- Working from a modern and well equipped office based in the heart of the city with easy transport access
What's next?
If you believe you have the skills and experience required, we’d really like to hear from you. When completing your application, please ensure that you provide clear examples against the criteria questions, all appointments will be based on merit.,
Internal candidates - check with your line manager before applying for a secondment, to make sure you can be released from your substantive role.
Interviews for this role will be held on 12th and 13th December. All candidates who apply for this role must be available on these dates as we are unable to offer alternative interview dates.
Any successful applicant will need to undertake a enhanced Disclosure and Barring service check prior to starting in role.
TfGM is proud to be an equal opportunities employer that encourages and celebrates diversity. We want to recruit and retain a workforce that reflects the communities we serve and welcome individuals from all backgrounds by committing to providing a fully inclusive and accessible recruitment process. We will offer support and reasonable adjustments if required and we also have a Guaranteed Assessment Scheme which you can find out more information on here.
For this opportunity, you must be able to prove you have the right to work in the UK - if in doubt please visit the following link Employers' right to work checklist - GOV.UK (www.gov.uk). Please note we are not a licensed sponsor.
Please note we may close the advert early if we receive a high volume of applications.
NOTE TO AGENCIES we will be accepting direct applications only for this role. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral CV.
Control Centre Support Officer JD
Calculate your take home pay. Use this service to estimate how much Income Tax and National Insurance you should pay for the current tax year.
Employment could affect your benefits, find out more here. Turn2us Benefits Calculator.
Plan your public transport journey. Navigate Greater Manchester and beyond with Transport for Greater Manchester’s journey planner and additional travel resources. Plan a journey | Bee Network | Powered by TfGM
