Control Room Operator

Job Description

We're looking for a Control Room Operator to join our Birmingham team based in Thimble Mill Lane. Join our dedicated team as a Control Room Operator and become the vital connection between our clients and our service delivery.






Location: Thimble Mill Lane, Birmingham, B7 5HR - remote working available, with occasional travel to the office required



Hours: Permanent Fulltime 37.5 hours per week



Salary: £26,227.50 - £28,000 per year plus benefits

We are unable to offer certificates of sponsorship to any candidates in this role

• What will you be responsible for?

As a Control Room Operator, you'll be managing enquiries, responding to urgent needs, and ensuring we not only meet but exceed our service level agreements in a supportive and collaborative environment.

Your day to day will include

• Receiving and categorising client enquiries, assigning emergency requests to the appropriate operatives using tracking systems
• Recording all events accurately and monitoring attendance times against service level agreements
• Developing strong working relationships with colleagues and clients to ensure smooth coordination of services
• Managing customer queries and complaints with care and empathy, escalating when appropriate
• Working as part of a supportive team covering shifts between 7am-8pm including some bank holidays

This role of Control Room Operator is ideal if you

• Have GCSE English and Mathematics (or equivalent qualifications)
• Are confident and calm when making decisions, particularly when responding to urgent or time‑critical situations
• Have previous experience working in a call centre or control room environment
• Are solution focused and able to use your initiative within agreed procedures to resolve issues effectively
• Are organised and can prioritise effectively when managing multiple tasks
• Have excellent communication skills, both on the telephone and face‑to‑face, with the ability to convey clear and accurate information
• Are proficient with the Microsoft Office package

Rewards and benefits

We're proud to be able to offer our brilliant people a wide variety of benefits that you can tailor to your needs. You can see more information of benefits here.



Diversity and inclusion



Making Kier a diverse and inclusive place to work is a huge priority for us. We're proud of the steps we've taken so far, but we know we must always do more. Our employees are key in shaping Kier's diversity and inclusion initiatives and our people have made a huge impact on how we work, by using their experiences to shape our policies. You can see our D&I action plan here. As a Disability Confident employer, we will ensure that a fair and proportionate number of disabled applicants that meet the minimum criteria for this role will be offered an interview.



We look forward to seeing your application to #joinkier.



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