Control Room Officer

About the role

The Control Room Officer ensures smooth logistics operations by managing communications between internal teams, external stakeholders, and customers. This role monitors route compliance, handles incident reporting, and supports the organisation’s quality and ESG initiatives.

Key responsibilities

• Build and maintain internal and external stakeholder relationships.
• Inform customers of arrivals via telephone or email and relay information to the Team Controller.
• Adhere to radio procedures and verify that all control‑room equipment and programs are functional.
• Record client calls in a call‑log register and report faults promptly.
• Liaise with the Risk Department, report incidents, and maintain panic‑activation records.
• Monitor route execution versus planned routes, report exceptions, and adjust geo‑fences as needed.
• Ensure delivery targets and SLA compliance, escalating deviations.
• Update live client turnaround times and recommend improvements.
• Support ISO 9001:2015 compliance and ESG reporting.
• Promote department values, lead change initiatives, and facilitate communication of new processes.

Required profile

• Minimum 2 years experience in a control‑room environment.
• Call‑centre experience is advantageous.
• Strong attention to detail and ability to work under pressure.
• Excellent communication skills for stakeholder interaction.

Required skills

• Operation of control‑room equipment and software.
• Radio communication procedures.
• Knowledge of logistics monitoring and route compliance.
• Familiarity with ISO 9001:2015 quality standards.