Operations Controller

Robert Springett is an operations' controller for Air Southwest, a regional airline covering domestic, scheduled services from the South West of England. He is based in Plymouth.

How would you outline your role?

My role is the safe and efficient management and monitoring of the airline's daily flying programme. This involves liasing with other departments such as handling agents, rostering, commercial, catering, engineering and cabin services.

What are your main responsibilities?

My main responsibilities are flight planning and navigation, flight and weather watch and covering sickness or disruption with the aircrew rosters. The flying programme is prepared months in advance and it's up to us to 'run' the programme on a daily basis. The schedule is finalised the day before and the aircraft are allocated. On the day I brief the crew on air traffic control issues, weather issues and any defects on aircraft reported by the engineers.

If there is disruption to the network, for example due to bad weather or an engineering fault, I may have to reroute an aircraft or swap the aircraft around. I may also have to cancel flights and arrange transportation for the passengers and crew.

What hours do you work?

I work 34 hours a week on a shift rota: two late shifts from 2.00pm to 10.30pm, followed by two early shifts from 5.30am to 2.00pm, followed by two days off. My hours can be affected by disruption. On a late shift I don't leave until the last plane is down so if I have to stay later than 10.30pm I go on to overtime.

What is your work environment like?

I'm office based, mainly busy and I aim to make it a fun environment. The work is very varied; no two days are the same.

Who do you work with?

Mainly with other 9.00am to 5.00pm office based staff such as an operations' assistant and operations' manager. Outside of these times you are on your own.

What skills do you need?

You need to be able to multi-task and be able to stay ahead of the game, thinking at least a couple of hours ahead of the schedule, to be prepared for all eventualities. You need patience, a good sense of humour, to be able to delegate and be able to cope with pressure. You also need confidence in your decisions and to stick with them, but be able to justify your actions. This comes with experience.

Why did you choose this type of work?

I've always been interested in aviation since I was a child, but wasn't interested in flying. When I was 16 I saw an advert in the local paper for an assistant operations controller, applied and joined a local airline on a youth training scheme. It's a small, friendly industry and I've been in it ever since. I enjoy coming to work!

What training have you done?

When I first started I was sent on an operations officers' course, a national training scheme covering the main aspects of the job. Much of the training around navigation and flight planning is on the job. You are taught how to read maps, weather charts, the codes you need to use and also the basics of crew hour limitations.

I have also gained qualifications in supervision and management, and have attended courses relevant to the airline industry, such as quality systems and procedures.

Do you use any special tools or equipment?

You have to be computer literate. I use specific airline-based computer programmes dealing with flight-planning systems and rostering systems. I also use specialised navigational charts and data.

What do you like/dislike about your job?

It's a great social atmosphere at work, mainly because you deal with people under pressure and it's a good 'buzz'. I like the pressure and thrive on a challenge but hate it when outside influences tend to scupper your carefully laid down plans. This could be a refuelling delay or ground handling delay that is out of your control. Also, personally, I'm not a huge fan of getting up at 4.20 am!

What are the main challenges?

The main challenge is to keep the schedule on time with minimum disruption to the crew and passengers. Getting everyone from A to B, using the most efficient route, noting that the best way isn't always the cheapest, is another challenge.

How do you see your future?

I would like to progress to either operations' manager or rostering manager, or maybe move into airport operations on the management side.

Robert's route

• Operations' assistant on a youth training scheme.
• Gained experience in operations and crew control positions at various airlines.
• Reservations/sales experience with a cross channel ferry and holiday company.
• Worked as an operations controller for an airline with an extensive network.
• Joined Air Southwest as an operations' controller.

Robert's tips

• If you have a keen interest in aviation, other than flying, then it's a must.
• It is possible to start as an operations or crewing assistant to build up your knowledge and progress that way.