About the Role:

Are you a detail-oriented, calm-under-pressure individual with a passion for logistics and real-time fleet management? Join our high-impact Control Room team as an Operations Controller – the heart of our vehicle monitoring and customer support operation.

The Control Room is a mission-critical unit ensuring fleet safety, incident response, and customer service continuity outside standard business hours.

Key Responsibilities:

• Monitor Fleet: Continuously monitor all rental and company vehicles using tracking systems. Ensure real-time visibility of vehicle locations. Identify and action any speeding events or unauthorized usage. Escalate repeated or severe traffic violations to management.
  

• Ensure Tracker Health: Run daily tracker health reports to ensure all vehicles are transmitting live data. Report and log any tracker faults or offline units to the relevant departments. Liaise with Cartrack and internal technical teams to rectify tracker issues.
  

• Incident Response: Respond to any accident alerts or calls from customers immediately. Coordinate emergency services and roadside assistance where needed. Complete and log accident reports, ensuring all relevant details and evidence (photos, statements, GPS data) are collected. Liaise with the insurance team and Fleet Manager on next steps.
  

• Theft Recovery Support: Act as the primary contact point for vehicle theft incidents. Work directly with Cartrack to initiate and manage the recovery process. Provide support documentation and real-time updates to authorities and internal stakeholders. Ensure proper escalation and logging of all theft incidents.
  

• Reporting: Compile fleet status reports every 2 hours for management.
  

• Customer Support: Serve as the first point of contact for customers experiencing mechanical issues or breakdowns. Dispatch towing services or mobile technicians as needed. Communicate with customers throughout the process to ensure minimal disruption and maximum support.
  
• Assist customers with bookings, queries, and general support when the Central Reservations team is off-duty. Ensure professional, helpful, and consistent customer service at all times. Escalate any unresolved issues to the appropriate departments during office hours.
  

PLEASE NOTE: CONTROL ROOM EXPERIENCE IS A NON NEGOTIABLE REQUIREMENT FOR THIS ROLE!!!!!

Requirements

Functional Competencies:

• Computer Literacy – Microsoft suite (Excel, Word, Outlook, Powerpoint, Sharepoint, Teams, etc).
  
• Car Rental System, Accounting System, Fusemetrix, Vehicle Tracking System.
  
• Working competency on the company’s speed point machines.
  
• Driver’s License and Code 10+PDP (As required). Valid and always in possession.
  
• Fully knowledgeable on SAVRALA fair and tear wear guide.
  
• Fully knowledgeable on rental & chauffeur terms and conditions.
  
• Fully knowledgeable on company policies and procedures.
  
• Airtime on the phone and always contactable unless communicated with the line manager.
  

Behavioural Competencies:

• Strong communication and relationship-building skills.
  
• Ability to thrive under pressure and solve problems calmly.
  
• Committed to delivering excellent customer service.
  
• Reliable, punctual, and professional.
  
• Self-driven with strong time management.
  
• Ability to manage stressful or unusual situations to maintain good customer service.
  
• Willingness to Perform other job duties as assigned to meet the business needs.
  
• Understand the Company’s culture. The employee needs to be able to manage workload and time.
  

Requirements:

• Valid Driver’s License (Code 10 + PDP preferred).
  
• Availability to work shifts including weekends and holidays.
  
• Always contactable with working mobile phone and airtime.
  
• Previous experience in a control room, fleet operations, or similar environment is an advantage.
  

Benefits

What We Offer:

• A dynamic and fast-paced environment
  
• Opportunities for growth within a national operations team
  
• The chance to make a direct impact on customer satisfaction and operational success