Customer Service Manager Job at Egis in the UK (Handy Cross)

Customer Service Manager

Egis in the UK

Location:
United Kingdom , Handy Cross

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Reporting to the Watchman, the Customer Service Manage will be responsible for the management and processing of all client lead 3rd party enquiries and red claims (A Red Claim is where a third party seeks to claim financial compensation for damage or injury incurred whilst on our strategic road network (SRN). Management of the daily operations of the Network Control Operators, ensuring high standards of performance, compliance, and service delivery. This role will act as a key point of contact between the Watchman and the NCC operator team, providing guidance, support, and coordination to maintain smooth and efficient motorway incident management and roadspace booking processes.

Job Responsibility:

Management and processing of all 3rd Party correspondence/Enquiries/Red claim(s) from receipt to closure
Manage the NCC Shift Rota to maximise efficiencies and minimisation of costs
Manage and support a team of Network Control Operators in delivering their core duties effectively
Monitor team performance and ensure compliance with National Highways standards and internal procedures
Provide operational oversight during shifts, ensuring incidents, claims, and enquiries are managed promptly and accurately
Act as first point of escalation for complex or high-impact incidents, customer enquiries, and abnormal load notifications
Coordinate workload requirements to support the 24/7 operational requirements
Training, onboarding, and continuous development of team members
Review and validate reports, KPIs, and data submissions before escalation to management
Ensure timely and accurate booking of Roadspace via NEMS and support planning compliance
Promote a culture of safety, wellbeing, and continuous improvement within the team
Liaise with internal departments, ISU operatives, and external stakeholders to resolve issues and maintain service continuity
Support the implementation of new systems, processes, and initiatives within the NCC
Maintain high standards of documentation and audit readiness across all operational activities
Contribute to the development of best practice and standard operating procedures for the team
Develop a good working relationship with our client and partners
To fully engage with the promotion and adoption of any current and future health, safety and wellbeing initiatives rolled out by Egis Road operation M40 Ltd and/or Egis UK
To carry out other such related duties as maybe required

Requirements:

Customer focused correspondence management
Defence of Claims (Insurance) or similar
Proven experience in a supervisory or team leadership role within a fast-paced operational environment
Working knowledge of National Highways Network Event Management System (NEMS)
Excellent communication and interpersonal skills, with the ability to motivate and guide a team
High attention to detail and accuracy in data handling and reporting
Ability to remain calm and decisive under pressure
Proficient in MS Office Suite, including Excel, Word, and SharePoint
Strong organisational and time management skills
A proactive approach to problem-solving and continuous improvement
Commitment to health, safety, and wellbeing standards
Flexibility to assist with covering shifts, including during periods of sickness, holidays, or operational demand

Additional Information:

Job Posted:
December 26, 2025

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