Emergency Call Handler (Highways)

Ringway is looking to appoint a Control Room Operative to support daily control room operations on the Hertfordshire highways contract. This role is critical to ensuring emergency responses, network monitoring and control room tasks are delivered in line with contractual requirements and service standards.

Reporting to the Team Leader, you will play a key role in managing incidents, coordinating works, supporting Intelligent Traffic Systems (ITS) and providing essential administrative and system support to the wider contract.

Key Responsibilities

Emergency Services & Incident Management

• Proactively manage incoming enquiries and defects via the CONFIRM system
• Handle calls from Emergency Services and coordinate appropriate responses
• Apply the Defect Management Approach (DMA) to prioritise and allocate defects
• Schedule and monitor works with Operations teams
• Process follow‑on works for permanent repairs
• Monitor emergency performance and escalate suspended jobs immediately
• Support winter service administration activities

ITS Systems & Network Monitoring

• Monitor traffic conditions across the Hertfordshire network
• Provide real‑time information to stakeholders and the public
• Proactively manage the network using ITS systems and tools
• Liaise with Network Management, Emergency Services and National Highways
• Carry out first‑line fault management using IMTRAC
• Assist with switch‑outs and follow‑on works for permanent repairs

Road Space Booking

• Apply permits and raise TTRNs in line with requirements
• Provide support to road space booking activities on the contract
• Maintain a working understanding of EEPS processes

Mobile Device & Administrative Support

• Provide first‑line support for contract mobile devices
• Liaise with O2 for new device set‑ups and password management
• Deliver accurate and timely administrative support across the contract

Skills & Experience

• Strong communication skills and professional telephone manner
• Confident using technology and multiple systems
• Proficient in Microsoft Office
• Proactive, hands‑on approach
• Smart, professional appearance
• Control Room experience desirable but not essential
• Knowledge of the Hertfordshire highway network beneficial