Nurture Group
Gritting Operations Controller
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Gritting Operations Controller - Windlesham
At The Nurture Group, our purpose is to create a healthier, safer, and more beautiful world.
Winter gritting is a high-tempo, seasonal operation where workload escalates rapidly and demands strong prioritisation and resilience. Once fully embedded, the role requires continuous operational awareness — balanced with proactive relationship management — to maintain service excellence year-round.
Your Role:
You will be working in our central Gritting Operations team to ensure their commercial and operational activity is fully supported and enhanced, and that best practice, processes, and procedures are followed at all times. While experience in this field will strengthen your application, if you have strong administrative, IT, and operational support experience we would be delighted to hear from you. This is a fast-paced, reactive role during the winter season, requiring strong attention to detail, confidence on the telephone, and the ability to prioritise effectively during live weather events.
As the Gritting Operations Controller, you will be part of the overall Gritting Operations team to ensure commercial and operational activity is fully supported and enhanced. You will play a key role in ensuring processes and procedures are consistently followed while maintaining high service standards across our national portfolio.
Your Responsibilities:
- Live Job Monitoring & Operational Control
- Live monitoring of job progression using custom-built software systems.
- Monitoring of ‘Open’ jobs on Ice Master to ensure operators complete services on their PDAs in a timely manner.
- Police correct use of the WorkPal App for completed service visits.
- Raise and log reactive jobs in the system and communicate to relevant parties as the situation dictates.
- Manage job reassignments when required.
- Snow clearance management during severe weather events.
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Job Creation & Notifications
- Ensure daily weather imports are completed accurately and in good time each morning.
- Send 3pm notification emails to clients and depots on time.
- Issue service issue notifications to clients where required.
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Inbox & Communication Management
- Monitor and manage emails and calls from customers and contractors.
- Manage both central and regional inboxes to ensure all queries are actioned promptly.
- Handle, resolve, and accurately record customer enquiries.
- Maintain SLAs for responses to customers, operators, and contractors.
- Store and file correspondence correctly for audit and historical review.
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Customer & Contractor Liaison
- Develop strong working relationships with contractors and depots.
- Manage client requests and queries efficiently and professionally.
- Work through daily access issues with depots and customers & maintain performance levels to minimise repeat access failures.
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Key Log & Access Management
- Photograph, log, and maintain accurate records of all site keys and ensure all site key logs are supported with plans.
- Issue and track all access tools (keys, fobs, permits, site packs) to depots prior to and during winter season.
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- Administrative & Team Support
- Provide administrative support to both regional, central and commercial.
- Undertake additional administrative duties as required.
- Support continuous improvement of processes and operational systems.
- Take responsibility for continued self-development via appraisal outcomes and feedback.
What We're Looking For:
- Experience within an administrative support role.
- Good database and systems experience.
- Practical intermediate use of MS Office Suite.
- Strong IT literacy.
- Good organisational and time-management skills.
- Excellent telephone manner with strong written and verbal communication skills.
- Self-motivated and able to work both independently and as part of a team.
- Demonstrable ability to establish and sustain strong working relationships.
- Proactive with the ability to use initiative.
- Good customer service ethos.
- Highly organised and dependable.
- Calm under pressure during peak operational periods.
- Strong problem-solving skills.
- Proactive and solution-focused.
- Flexible and adaptable to seasonal business demands.
What’s in it for you?
- Competitive salary paid monthly and tailored benefits package.
- Company Bonus Scheme.
- Opportunities for professional development and advancement within the business.
- A supportive and inclusive work environment where your contributions are valued.
- Flexible scheduling options to promote work-life balance.
- Enhanced Holiday Allowance based on length of service.
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