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Duty Team Manager
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Connect Plus Services
Duty Team Manager

Duty Team Manager

Full-Time No home office possible
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About the Role

As a Duty Team Manager, you will lead and manage a team of Control Room Operators, ensuring the consistent delivery of high‑quality service and performance in the operation and management of the strategic M25 DBFO road network.

What You’ll Be Doing

  • Support and direct control room teams, including those based at other locations, to deploy the appropriate resources needed to resolve incidents in line with policy and contractual requirements.
  • Receive and disseminate information accurately to optimise safety and ensure an efficient incident response.
  • Monitor CCTV, tunnel and bridge safety systems, taking appropriate action when alarms are triggered.
  • Ensure accurate recording, collation, and dissemination of information.
  • Act as the link between the control room and the senior management team.
  • Update relevant colleagues and stakeholders on critical incidents through the escalation process.
  • Ensure adherence to minimum staffing levels.
  • Proactively manage the team, ensuring performance targets are met and all welfare, behaviour, training and attendance matters are addressed promptly.
  • Conduct staff appraisals, set action plans, and support the training and development of new team members.
  • Work to agreed key performance indicators and contractual obligations.
  • Build strong, effective working relationships with internal partners and external stakeholders.
  • Coordinate Winter Maintenance decisions and the required network response.
  • Collect traffic and incident data on behalf of the M25 DBFO Co.
  • Operate internal and external IT systems and report any IT issues through the correct channels.

    • Who We’re Looking For

    Essential qualities and experience:

  • Proven experience in leading, managing, and coaching a team.
  • Experience working in an operational control room, ideally within emergency services or a National Highways environment.
  • Experience working in a time‑critical, resource‑deployment environment.
  • Experience in a performance‑driven environment.
  • Excellent oral and written communication skills.
  • Strong problem‑solving skills, with the ability to evaluate information and consider options.
  • Ability to operate and interrogate multiple Windows‑based systems simultaneously.
  • Understanding of the commercial implications of operational decisions.
  • Ability to remain calm under pressure and prioritise multiple events at once.
  • Knowledge of Incident Management command structures and escalation processes.
  • Experience in transport or road network environments.
  • Ability to meet security clearance requirements.
  • Ability to respond effectively in real‑time environments, making safe and timely decisions.
  • Experience working a 24/7 shift pattern, such as a 4‑on, 4‑off pattern.

    • Behavioural Competencies

  • Inspiring: Champions curiosity and continuous improvement, role modelling change and managing risks to achieve project outcomes.
  • Energising: Role models positive and energised project focussed attitudes towards and continuous improvement.
  • Challenging: seeks and advocates improvements to add value and drive continuous performance.
  • Challengeable: Encourage a culture of skilled challenging and seek to understand and explore challenge to enable improvement.
  • Influencing: Builds commitment and consensus, and role models CPS leadership behaviours to deliver our goals.

    • Why Work for Us?

    At Connect Plus Services (CPS), you’ll be part of a world-class team maintaining and operating the M25, Europe’s busiest motorway. As a joint venture between Balfour Beatty, Atkins, and Egis, we play a vital role in keeping millions of journeys moving safely and efficiently.

    A Career Like No Other

    Working on the M25 offers unrivalled experience, challenges, and opportunities that no other highways project can provide. You’ll be exposed to cutting-edge technology, large-scale infrastructure, and complex engineering solutions, making every day dynamic and rewarding.

    Long-Term Stability & Growth

    With just under 15 years remaining on this project, we offer career stability, professional development, and progression opportunities. Whether you’re looking to build new skills or take the next step in your career, we invest in your growth.

    A Supportive & Inclusive Team

    At CPS, your contributions matter. We foster a diverse, inclusive, and collaborative work environment where safety, innovation, and teamwork drive everything we do.

    CPS is dedicated to reducing its carbon footprint through sustainable practices and innovative solutions.

    About us

    CPS is a joint venture between Balfour Beatty, Atkins, and Egis.

    At Balfour Beatty we are committed to creating a diverse workforce and an inclusive culture where everyone can be themselves and reach their full potential, not only because this is the right thing to do, but because it makes us a better business.

    To ensure we deliver on this commitment, we have a UK Diversity and Inclusion Action Plan which sets out the wide range of targeted, proactive, measurable steps we are taking to make this a reality. You can read our UK Diversity and Inclusion Action Plan in full at

    To help and support us with our desired commitment to create an inclusive culture we are members of WISE, enei, Business Disability Forum and Women into Construction. In 2020, we signed the Audeliss and Involve Open Letter to demonstrate our commitment to taking key long term and sustainable actions on Black Inclusion.

    Balfour Beatty is also a Gold Award holder in the Ministry of Defence ‘Employer Recognition Scheme’ and actively encourage applications from Armed Forces personnel, veterans, and reservists.

    As a Disability Confident Employer, we are committed to working with people who have disabilities and long-term health conditions to remove barriers for them in obtaining employment. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role.

    Further information on Disability Confident can be found at:

    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 the job title in the search bar. If your employing company is not advertising this role, please submit your CV and the role title to

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    Contact Detail:

    Connect Plus Services Recruiting Team

    View Connect Plus Services Profile

    StudySmarter Expert Advice 🤫

    We think this is how you could land Duty Team Manager

    ✨Tip Number 1

    Network like a pro! Reach out to current or former employees at CPS on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.

    ✨Tip Number 2

    Prepare for the interview by practising common questions related to team management and incident response. We recommend using the STAR method to structure your answers – it helps you showcase your experience effectively!

    ✨Tip Number 3

    Show off your problem-solving skills during the interview. Think of specific examples where you’ve successfully managed a crisis or led a team under pressure. This is your chance to shine!

    ✨Tip Number 4

    Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.

    We think you need these skills to ace Duty Team Manager

    Team Leadership
    Operational Management
    Incident Management
    CCTV Monitoring
    Communication Skills
    Problem-Solving Skills
    Performance Management
    Data Collection and Analysis
    Windows-based Systems Operation
    Time Management
    Stakeholder Engagement
    Resource Deployment
    Calmness Under Pressure
    Training and Development
    24/7 Shift Work Experience
    Duty Team Manager
    Connect Plus Services
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