Control Room Team Leader / Supervisor

Overview

As Control Room Team Leader, you will guide a 24/7 team to ensure the National Operations Centre runs smoothly and to a high standard. You’ll lead front-line performance and behaviour, shaping daily operations and escalations. This is an entry-point management role for a proactive, capable multitasker seeking leadership and progression. You’ll drive process improvements and develop the team within a national business, making a tangible impact on overall service quality.

Pay / Benefits

• Virtual GP access
• Salary Finance with early wage access and loans
• Flexible lifestyle benefits platform (Choices)
• Cycle-to-work scheme
• Life cover up to four times salary
• Enhanced pension contributions

Responsibilities

• Supervise and support a team of Controllers across day and night shifts
• Monitor live staffing, attendance, welfare checks, and incident response
• Ensure duress activations and escalations are handled promptly
• Oversee workload distribution during peak periods
• Maintain high accuracy in reporting and incident logging
• Lead structured handovers between shifts
• Coach team members to improve performance and confidence
• Identify process improvements and raise standards
• Act as first escalation point before matters reach senior management

Key requirements

• Senior controller experience or shift leadership background
• Ability to lead in fast-paced operational environments
• Ownership mindset and proactive problem-solving
• Strong organizational skills and accuracy under pressure
• Resilience and ability to manage multiple systems concurrently
• Calm under pressure and capable of performance conversations

• Proactive approach
• Strong communication
• Decision-making under pressure
• Multisystem operation
• Incident logging systems
• Duress activation handling

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