Control Room Officer

About the role

The Control Room Officer ensures smooth communication between internal teams, external stakeholders, and customers while monitoring logistics operations from the control centre. This role is pivotal in maintaining service level agreements, managing risk incidents, and supporting continuous improvement initiatives.

Key responsibilities

• Build and maintain relationships with internal and external stakeholders.
• Inform customers of team arrivals via telephone or email and relay information to the Team Controller.
• Verify that control‑room equipment and software are operational; report faults promptly.
• Record client calls in a call‑log register and assist with risk‑management documentation.
• Liaise with the Risk Department to report incidents and follow business continuity plans.
• Advise clients on delivery/collection ETAs, monitor route compliance, and report exceptions.
• Adjust geo‑fences in the system to meet delivery targets and escalate deviations.
• Update live client turnaround times and recommend process improvements.
• Ensure compliance with ISO 9001:2015 standards and support ESG reporting.
• Promote departmental values, lead change initiatives, and facilitate communication of new processes.

Required profile

• Minimum 2 years of control‑room experience.
• Call‑centre experience is advantageous.
• Strong attention to detail and ability to work under pressure.

Required skills

What we offer

• Opportunity to work in a dynamic logistics environment.
• Exposure to risk management and quality‑assurance processes.
• Professional development and culture‑building initiatives.