Control Tower Administrator

Your tasks

The Control Tower Administrator supports the smooth running of daily transport operations, acting as a key point of contact for customers, transport carriers, subcontractors and internal teams. The role focuses on delivering excellent customer service, coordinating transport activities, monitoring carrier performance, maintaining accurate system records and producing timely reports. The successful candidate will proactively resolve transport issues and help maintain high service standards across the supply chain.

1. Customer Service and Issue Resolution

• Respond to customer enquiries, transport requests and operational issues professionally and promptly.
• Keep customers informed of delivery progress, delays and service disruptions.
• Monitor outstanding issues and ensure resolution within agreed service level agreements (SLAs).
• Investigate delivery delays, missed collections and transport discrepancies.
• Escalate complex issues to the Control Tower Supervisor or senior management when required.
• Build strong working relationships with customers and internal stakeholders.

1. Transport Carrier and Operational Management

• Coordinate and monitor the daily performance of transport carriers and subcontractors.
• Ensure transport activities meet customer requirements and agreed service standards.
• Liaise with warehouse teams, transport planners and external carriers to ensure the smooth movement of goods.
• Track bookings, collections, deliveries and operational exceptions, taking action where necessary.
• Monitor carrier compliance and support the resolution of service failures.
• Maintain effective communication across the transport network to minimise delays.

1. Administration and Systems

• Maintain accurate information within transport management systems (TMS) and other operational platforms.
• Process transport bookings and update shipment and delivery records.
• Maintain subcontractor documentation, compliance records and transport administration.
• Prepare and distribute accurate internal and external transport reports within agreed deadlines.
• Record customer communications, operational issues and corrective actions.
• Follow company policies and procedures to ensure accurate and compliant administration.

1. Reporting and Continuous Improvement

• Produce reports covering transport performance, delivery service levels, carrier compliance and operational exceptions.
• Monitor key performance indicators (KPIs) and identify potential service or operational risks.
• Highlight recurring issues and trends to support effective decision-making.
• Identify opportunities to improve efficiency, reduce service failures and enhance customer experience.
• Support business changes and improvements to transport processes and working practices.

Working Relationships The role involves close collaboration with the Control Tower Supervisor, Operations Management, customers, customer service teams, transport planners, warehouse and distribution teams, external carriers, subcontractors and other relevant departments.

Overall Role Objective To support efficient transport operations through accurate administration, effective carrier coordination, proactive customer service and timely issue resolution. The Control Tower Administrator plays a key role in maintaining customer satisfaction, operational compliance and the overall performance of the transport network.

Requirements

• Practical experience in customer service and resolving operational enquiries.
• Experience managing or coordinating transport carriers, subcontractors or third-party logistics providers.
• Strong IT skills, including experience with transport management systems, spreadsheets and reporting tools.
• Excellent written and verbal English communication skills.
• Strong organisational skills and the ability to manage competing priorities.
• Excellent attention to detail and accuracy.
• A proactive approach to problem-solving and customer service.

Desirable Skills

• Experience in a transport control tower or centralised logistics operation.
• Understanding of UK transport networks and supply chain operations.
• Knowledge of transport KPIs, SLAs and carrier performance monitoring.
• Experience producing operational reports and analysing performance data.
• Understanding of subcontractor compliance and transport documentation.
• Experience supporting continuous improvement initiatives.

The ideal candidate will be

• Customer-focused: Committed to delivering excellent service.
• Organised: Able to prioritise tasks and meet deadlines.
• Proactive: Takes ownership of issues and drives resolutions.
• Analytical: Able to identify trends and operational improvements.
• A strong communicator: Confident when dealing with customers, carriers and colleagues.
• Collaborative: Works effectively with internal teams and external partners.
• Resilient: Remains calm and efficient in a fast-paced environment.

Other

Control Tower Administrator *Location: Lutterworth / Magna Park, UK Department: Operations / Network Transport Solutions Reports to: Control Tower Supervisor Employment Type: Full-time Working Hours: Monday–Friday, 7:00am–3:00pm, with the possibility of a later start once fully trained Pay Rate:** £12.71 per hour, with an increase upon becoming permanent