Duty Team Manager – Control Room

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Are you looking for a career move to progress your career in highways? Working on the M25 will provide you with unparalleled experience and challenges unique to this iconic project.


To lead and manage a team of control room operators, ensuring the consistent delivery of a high standard of service and performance in the operation and management of the strategic M25 DBFO road network.

Connect Plus Services operates Control Room functions at South Mimms, Dartford. Although the post holder will be principally based at these locations, they may be required to travel to and work at other locations to meet operational demand



  • To support and direct the activities of the control room teams including staff at other locations, in coordinating the deployment of appropriate resources to successfully resolve incidents in compliance with policy and contractual requirements.
  • To accurately receive and disseminate information to optimize safety and maximize efficient response and resolution of incidents.
  • To ensure that CCTV, tunnel, and bridge safety systems are monitored and that an appropriate response is taken to alarms.
  • To ensure accurate recording /collation and disseminate of information.
  • To provide a link between the control-room and the senior management team.
  • To ensure that relevant colleagues and stakeholders are updated of critical incidents via the escalation process.
  • To ensure adherence to minimum staffing levels.
  • To proactively manage the team, ensuring that all performance targets are achieved, and that sickness, welfare, behaviours and training needs are managed proactively.
  • To conduct staff appraisals, setting action plans and undertaking training and development for new members of the team as required.
  • To work to agreed key performance and contractual obligations.
  • To build strong, effective working relationships with stakeholders and internal partners
  • Coordinate Winter Maintenance Decisions and required network response.
  • Collect on behalf of the M25 DBFO Co information relating to traffic and incident data.
  • Operate internal and external IT systems and to report any IT related issues via the correct channel.



The following qualities/experience are essential:


  • Demonstrable experience of leading, managing and coaching a team.
  • Experience of working in an operational control room, 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 Windows based 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 simultaneously.
  • Experience of Incident Management command structures and escalation processes.
  • Experience of transport and road network environments.
  • The post holder must meet the requirements of security clearance.
  • Ability to proactively respond to the requirements of a real-time environment and read situations as they develop, delegating resources and resolving issues to a safe conclusion.
  • Experience of working a 24/7 shift pattern.


The Individual:

Smart: Thinks broadly about the business, going beyond own professional knowledge to demonstrate sound commercial judgement. Generates innovative approaches with potentially significant long-term impact.

Driven: Demonstrates complete focus and determination to achieve successful outcomes. Is a self-starter and takes the initiative in situations.

Agile: Learns quickly, adapting thought and action to changing business and customer demands.  Is energised by change.

Influential: Builds commitment to act through winning hearts and minds. Is respected by colleagues and seen as role model by others.

Talent Builder:  Recruits and promotes the best people available to fill current roles and to meet future organisational requirements.  Develops successors and talent pools for key positions.

Teamwork & Collaboration:  Puts aside personal agendas to work for the benefit of customers and suppliers and other stakeholders.  Effectively blends people into teams and fosters a sense of belonging.  Proactively builds knowledge capability through sharing knowledge, ideas, and expertise with others.

Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers.  Actively collects first-hand customer information and uses it to improve services and solutions. Manages the experience of customers to ensure positive relationships are established and maintained.

Communication: Clearly communicates ideas, plans and priorities to others. Makes communication a priority so there are no surprises.

Operational Excellence:  Plans and organises resources to safely achieve maximum efficiency and output.  Delivers results consistently.  Identifies and implements opportunities to increase sales and profit or reduce costs.

Adaptable: Open to change. A focus on improvement and finding areas to gain increased returns. A strategic thinker who covers all the required elements and then finds better ways of development.


About Us:

CPS represents an exciting collaboration between industry giants Balfour Beatty, AtkinsRéalis, and Egis! Together, we spearhead the operation and maintenance of none other than the M25—the bustling heartbeat of European motorways. Imagine the thrill of orchestrating over £100 million of annual investment into this vital highway infrastructure, meticulously planning and executing projects amidst the constant flow of traffic. Whether you’re already immersed in the world of Highways or eager to embark on this exhilarating journey, the M25 promises an unparalleled experience, brimming with challenges and opportunities that simply cannot be matched elsewhere!

We foster diversity and inclusivity in our workplace, actively welcoming applications from qualified individuals of all backgrounds. Regardless of race, colour, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status, all are encouraged to apply. Our goal is to cultivate a supportive and respectful environment where every employee can excel. If you need accommodations during the recruitment process, please inform us.


Note to all internal CPS employees:

If you are interested in applying, please submit your application through your parent company’s careers portal by entering this: BBUK09241 in the search bar. If your employing company is not advertising this role, please submit your CV and the role title to recruitment@connectplusm25.co.uk