At a Glance
- Tasks: Join our team to coordinate transport and accommodation solutions for customers in a fast-paced environment.
- Company: CMAC Group, a leader in global passenger transport and accommodation solutions.
- Benefits: Gain valuable experience, work in a dynamic team, and enjoy opportunities for career growth.
- Other info: Join a diverse team that values inclusion and offers equal opportunities for all.
- Why this job: Be part of a mission to keep the world moving and solve real-world challenges.
- Qualifications: Strong customer service skills and ability to multitask in a busy operational setting.
Join Our Operations Controller Talent Pool - UK, Spain, Portugal and Greece. We are currently recruiting now for Operations Controllers based in the UK. Please note Operations Controllers are fully office based and operate the following shift patterns:
- 12-hour shifts: 7am–7pm / 7pm–7am
- 4 on / 4 off rotation
- Monthly rotation between days and nights
As CMAC Group continues to grow and support an increasing number of clients across the airline, rail, corporate and emergency services sectors, we're proactively building a talent pool of talented Operations Controllers to support future hiring needs within one of the most critical areas of our business. Our Operations team works 24/7 to ensure people reach their destinations when travel plans are disrupted, coordinating transport and accommodation solutions at pace while delivering exceptional service to our customers.
By joining our talent pool, you'll be considered for upcoming Operations Controller opportunities as they arise and will be among the first candidates contacted when suitable vacancies become available. Opportunities may arise across our UK locations in Accrington and Nottingham, as well as our European operations in Barcelona, Portugal and Greece. Please note that Operations Controller positions are typically fully site-based and operate on a shift pattern, including evenings, weekends and public holidays, to support our 24/7 operation.
Whether you're already working within transport, travel, logistics or customer operations, or you're seeking your next challenge in a dynamic and rewarding environment, we'd love to hear from you. At CMAC Group, we don't just coordinate journeys, we solve problems, support people during times of disruption and help keep the world moving. If that sounds like something you'd like to be part of, register your interest today.
About the Role
This forward-facing role sits within the Operations team and reports directly to the Duty Manager. The position is responsible for delivering and monitoring transportation and accommodation requests on behalf of both internal and external customers. The role supports customers across the airline, rail, road transport and internal pre-planning sectors by coordinating transport and accommodation solutions, monitoring service delivery against agreed SLAs, and providing accurate, timely updates throughout the lifecycle of each booking.
What Success Looks Like
- Customer requests and bookings are recorded accurately and processed within agreed service level agreements.
- Transport and accommodation solutions are coordinated efficiently and delivered on time.
- Customers receive proactive, accurate updates regarding the progress of their requests.
- Supplier performance is effectively monitored and recorded against contractual SLAs.
- Operational issues and potential complaints are escalated promptly to the Customer Feedback team.
- Internal and external service standards are consistently achieved.
Core Responsibilities
- Accurately record customer requests and fulfil transportation and accommodation requirements in line with customer SLAs.
- Schedule, source and coordinate passenger transport and hotel accommodation through approved third-party suppliers using the company's bespoke database system.
- Monitor transport and accommodation services provided by internal and external suppliers through GPS tracking systems, system integrations and direct communication with suppliers and drivers.
- Track and record key transport milestones throughout the customer journey.
- Provide internal and external customers with accurate and timely updates relating to their bookings and requests.
- Identify and escalate potential customer complaints by notifying the Customer Feedback Department via email as soon as issues are identified.
- Respond to and action all email correspondence in accordance with company standards.
- Monitor and record supplier performance against agreed service level agreements.
- Ensure compliance with all internal and external SLAs.
- Carry out additional administrative and operational duties as required.
About You
You are highly organised, customer-focused and able to work effectively in a fast-paced operational environment. You can manage multiple priorities simultaneously while maintaining exceptional attention to detail and accuracy. You are a strong communicator who can confidently liaise with customers, suppliers and internal stakeholders, ensuring a professional and solutions-focused approach at all times.
Your Expertise
Essential
- Excellent customer service skills.
- Strong administrative and organisational abilities.
- Ability to multitask and manage competing priorities.
- Excellent verbal and written communication skills.
- High level of accuracy and attention to detail.
- Competent IT skills, including database and email systems.
- Ability to work effectively within a team environment.
- Experience working to service level agreements and performance targets.
Desirable
- Experience within transport, travel, logistics or operational coordination.
- Experience using GPS tracking systems and booking platforms.
- Knowledge of airline, rail or passenger transport operations.
- Experience working in a 24/7 customer service or operational environment.
About Us
CMAC Group is a fast‑growing leader in global passenger transport and accommodation solutions - trusted by airlines, rail operators, major corporations and emergency breakdown providers to keep people moving safely and seamlessly, 24/7/365. Since 2007, we’ve built a powerful technology-led aggregation platform that connects clients to a vast, reliable global supply network, enabling us to move over 5 million passengers every year across the UK, Europe and beyond. Our portfolio of specialist brands include Suntransfers.com, CoachHireComparison.co.uk, Minicabit.com and CheckedSafe, which gives us unmatched capability to coordinate transport and accommodation at scale, even in the most complex or time critical situations.
Backed by ComfortDelGro, one of the world’s leading mobility groups, CMAC Group continues to operate with the agility and innovation of an independent business whilst benefiting from the strength, stability and global reach of a major international parent company. You’ll be joining a team that thrives on solving real world challenges, shaping the future of mobility and delivering exceptional service when it matters most. If you’re driven, curious and excited by meaningful impact, you’ll feel right at home here.
CMAC Group actively promotes equality, diversity and inclusion (EDI). EDI is extremely important to us and we work hard to ensure that everyone connected with CMAC - whether employees, customers, Board Members, suppliers, or partners - has genuine and equal opportunities to participate in our organisation. We welcome and support people of all backgrounds and identities, regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. Our aim is to create an environment where everyone’s rights, dignity, and individuality are respected. We value the unique contribution each person brings to our team and business, and we are committed to building an environment where everyone feels included and able to thrive. CMAC Group is an equal opportunities employer. We welcome applications from all suitably qualified candidates and are committed to ensuring fair, accessible, and equitable treatment for all applicants and employees.
Operations Controller (Talent Pool) in Accrington employer: CMAC Group
CMAC Group is an exceptional employer that prioritises employee growth and development within a dynamic and fast-paced operational environment. With a strong commitment to equality, diversity, and inclusion, we foster a supportive work culture where every team member's contributions are valued. Our locations in the UK, including Accrington and Nottingham, offer unique opportunities to be part of a leading global transport solutions provider, ensuring that you can make a meaningful impact while enjoying a rewarding career.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Controller (Talent Pool) in Accrington
✨Connect with Local Logistic Groups
Dive into local transportation and logistics groups on platforms like Facebook or LinkedIn. Show up to their meetups if you can – it's a great way to network with industry pros who can share insights, job openings, or even refer you to their own company.
✨Get Behind the Wheel of Job Boards
Look for job boards specific to transportation and logistics, like Logistics Job Site or TransportJobs. These platforms often have listings that you won’t find on general job boards, so they’re worth checking out regularly!
✨Leverage Internships & Graduate Schemes
Many companies in transportation and logistics offer graduate schemes and internships that can pave the way to full-time positions. Don't shy away from applying; even a short stint can make a solid impact on your CV and get your foot in the door at companies like CMAC Group.
✨Apply Directly with Us!
When you find openings at great companies, make sure to apply directly through our website. It not only shows your initiative but also helps us to help you get noticed by CMAC Group. Every application gets us one step closer to landing that full-time gig!
We think you need these skills to ace Operations Controller (Talent Pool) in Accrington
Some tips for your application 🫡
Show Off Your Experience:When you're applying for a role in the transportation and logistics sector at CMAC Group, make sure to highlight any relevant experience. Whether it's moving goods, coordinating schedules, or using transportation management software, give us the lowdown on your past gigs. It'll paint a clearer picture of what you're capable of!
Quantify Your Achievements:Numbers speak volumes in logistics! If you've optimised routes, reduced delivery times, or improved customer satisfaction, mention those incredible stats in your CV. This gives us concrete evidence of your impact and showcases your problem-solving skills.
Tailor That Cover Letter:Your cover letter should be more than just a formality—let it breathe your personality and passion for logistics! Explain why you're excited about the role at CMAC Group and how you can contribute to our team. Don't forget to tie in specific skills or experiences that relate to the job description.
Research and Reflect:Before you hit 'submit,' spend some time digging into CMAC Group. Understand our mission, values, and the specific challenges in the logistics industry. This will help you craft a targeted application that shows you truly want to be part of our crew, setting you apart from the rest!
How to prepare for a job interview at CMAC Group
✨Know Your Logistics Basics
Get familiar with the key principles of transportation and logistics, like supply chain management, inventory control, and route optimisation. You might get asked practical questions about how to improve efficiency, so brush up on your problem-solving skills and be prepared to discuss any relevant software tools you've used.
✨Prepare for Scenario-Based Questions
In logistics, employers love to gauge how you'd handle real-life situations. Expect scenario-based questions where you’ll need to demonstrate your decision-making skills, like how to manage delays or coordinate shipments during a crisis. Practise outlining your thought process clearly and logically.
✨Highlight Your Teamwork Experience
Full-time roles in logistics often require collaboration with various teams, so don't forget to showcase your teamwork experience. Think of examples where you've used communication and collaboration to ensure smooth operations, and get ready to elaborate on how you can facilitate teamwork in a busy environment like at CMAC Group.
✨Show Off Your Attention to Detail
In our world of logistics, missing a small detail can lead to big problems. Be prepared to discuss instances where your attention to detail saved the day, whether it was engaging with clients, managing documentation, or tracking shipments accurately. This will help demonstrate how you can be a reliable asset to CMAC Group.
