Control Room Operator

MacRail is a market leading company that promotes safety and welfare on worksites across the United Kingdom who are committed to providing cutting-edge solutions to maintain the health and safety of infrastructure staff.

MacRail has been dedicated to improving worksite management by implementing effective planning, adequate supervision, and clear communication and are part of the Munnelly Group who are a leading UK construction infrastructure support services group.

An opportunity to join their operating team as a Control Room Operator on a part-time basis has now become available.

ROLE PURPOSE:

Working Wednesday & Thursday (Apply online only) in MacRail's control room you will be responsible for entering staff onto the MacRail website register and remain in contact via telephone with supervisory personnel on active worksites to ascertain who is working when and where providing an overall effect of creating a complete register for all track access at all levels.

You will be the single point of contact for any issues regarding the use of the MacRail system to site based personnel out of hours and provide technical support to Site Access Controllers in the field. You will also offer first line support to any users of Worksite 360 and Fatigue 360.

KEY RESPONSIBILITIES:

1. Access Recording

• Sign in and out personnel on all worksites that do not have a dedicated Site Access Controller and register any personnel who are not already on the system

2. Update Reporting

• Proactively contact sites where no updates have been received to update progress
• Keep the white boards up to date with relevant information
• Enter (missed) SAC sites onto system and enter information from Race Cards onto Worksite 360

3. Quality Control – SAC Support

• Ensure that all diaries, schedules, maintenance reports, train reports and personnel registers are correctly completed on Control Room and SAC sites. Check at least once an hour or as other duties allow and deal directly with any errors
• Identify the need for, and conduct, Risk Assessments on SAC overruns or breaches of 12/14 hr rules.
• Provide out-of-hours support to any site access controllers who are experiencing technical difficulties and/or connection issues with the website. If issue can’t be resolved, assist the SAC as necessary in completing their tasks such as diary entries, checking Sentinel card details, entering workers onto the register etc.
• Make alternative arrangements for SAC or Control Room cover when sickness/absence reported at short notice
• Chase up workers flagging up Amber to ensure they do not exceed their hours.

4. First Line of Support

• Offer a First Line of support to clients that use Worksite 360 and Fatigue 360. The control room will provide front line customer support for the tools that we use.
• Provide technical support to on site based MacRail staff and raise help desk tickets for any issues that are not resolved.
• Be a part of a 24/7 on call service and report on all unresolved technical issues through the correct channels.

5. Reporting

• Monitor site updates to identify if a site is falling behind the planned time or a possession hand back time is under threat. Take appropriate and immediate action as directed to rectify this.
• Generate and send email reports as required by individual clients for non-core reporting sites.
• Ensure all work progress, accidents/incidents and any other relevant information are entered onto the MacRail System using the site diary, site schedule and system reports to build up as detailed a database as possible.
• Liaise with Client Contacts, On Call Managers and third parties as directed by your Supervisor.
• Add safety critical information (Close Calls, Accidents/Incidents) to the client’s in house system.

6. Additional Duties

• Keep a log detailing all events arising during the course of a shift, compiling information and briefing as a handover to the next shifts operator
• Provide initial on call support, acting as company representative and decision maker outside of office hours, referring to the level 1 on call manager if required
• Undertake fire warden duties outside of office hours, ensuring all staff leave the Control Room if the fire alarm sounds and contact the emergency services and level 2 on call in case of a fire
• Monitor and contact lone workers hourly.
• Update new inductions & deal with notifications
• Flag important information to Management via the diary review tool.
• Liaise with Operations to notify them of SAC changes, cancellations, overruns and accommodation bookings.

PERSON SPECIFICATION:

• Good clear verbal communication (fluent in the English language)
• Quick and clear written communication (excellent spelling and grammar)
• Professional demeanour
• Understanding of the phonetic alphabet
• Sound IT and typing skills
• Excellent organisation skills

Due to the support nature of the position, the Operator will also need to have experience at all aspects of the website as well as knowledge of the working procedures on a railway worksite.

Previous experience of working in a call-centre or office environment is beneficial.