From regional and national traffic operations to 24/7 customer services and asset management.
Find out what each one does below.
Operations Customer Services Division (OCSD)
The OCSD is responsible for keeping customers moving safely. It does this by providing helpful, accurate and timely information, dynamic traffic management, and efficient incident resolution.
The OCSD provides real-time services to customers, 24/7, 365 days a year. Keeping road users well informed is an important way to keep our roads safe.
National Traffic Operations Group
The National Traffic Operations Group provides a range of national support services to National Highways regions and customers using the network.
These include the National Highways Customer Contact Centre, the National Incident Liaison Officer team and Strategic Traffic Operations, and Central Operational Planning. Each of these functions supports the delivery of customer-facing information services.
Customer Contact Centre
Based within our purpose-built National Traffic Operations Centre in Birmingham, the Customer Contact Centre plays a vital role in helping over 4 million road users every day. Operating 24/7, 365 days a year, our Contact Centre Operators are the first point of contact for customers, handling around 34,000 enquiries each month across phone, email, and post. Whether responding to real-time incidents, supporting recovery companies, or resolving customer queries and complaints, our team ensures accurate, timely information is delivered with care.
Ready to take the next step? Explore current opportunities and start your journey as a Customer Contact Centre Advisor.
Regional Operation Centres
At our Regional Operation Centres, we carry out the real-time traffic management of the busiest road network in Europe.
We operate the centres across seven locations, 24/7, 365 days of the year. As an operator, you're responsible for managing and monitoring traffic conditions, using a wide range of signals for incidents, road-works and congestion.
As well as taking calls from the public and communicating with fire, ambulance, police and vehicle recovery services, you also make sure our traffic officers are deployed to incidents where they're needed.
Ready to take the next step? Discover available opportunities to join us as a Control Room Operator.
On-road Traffic Officers
Over 1,000 on-road Traffic Officers patrol England’s motorways, helping to keep traffic flowing smoothly on all major routes.
By attending to breakdowns and clearing incidents quickly, you reduce the impact of incident-related congestion and the risk of secondary incidents.
You coordinate the response of emergency services, manage traffic, clear debris and get closed routes reopened as soon as it’s safe to do so.
Ready to take the next step? Explore current opportunities to join our Traffic Officer team.
Asset management and maintenance
Asset management and maintenance is also crucial to our success. This wide-ranging area of business operations is at the heart of keeping the strategic road network safe for all who use it.
Diverse teams focus both on day-to-day running and future development of the network and its varied assets. Working closely with other operational teams and our supply chain, asset management and maintenance professionals carry out a wide range of important roles, with responsibility for everything from maintenance through to design and construction.
We prepare and coordinate a schedule of works and studies, respond to planning applications, and both influence and negotiate development-related improvements to the network. This vital work is underpinned by specialist systems and models.
