Customer Incident Liaison Agent

Amey; Glasgow; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Career development

Pension

Flexible benefits

Save with Amey

Community involvement days

Job summary

Amey is seeking a Permanent Customer Incident Liaison Agent to join our NMC South West account in Polmadie. This on-site role involves frontline incident response coordination across a 42-hour week with 4 on/4 off shifts. The salary is competitive and discussed at interview.

You will deploy Incident Response resources, liaise with clients for accurate journey times, raise/close Operational Instructions, and manage complaints and inquiries while covering Winter Service duties when needed.

Qualifications

• Customer service experience required; control room experience preferred.
• Ability to work under pressure with clear thinking and decisive action.
• Good working knowledge of Microsoft Office packages.
• SIA licence is essential; training provided if not held.

Responsibilities

• Deployment of Incident Response team resources, monitoring and accurately recording responses within the Control Room.
• Creating and maintaining excellent relationships with our clients, providing accurate journey times for ongoing roadworks and incidents.
• Raising and closing Operational Instructions.
• Ensuring Network disruption are minimised as much as possible.
• Dealing with customer complaints and enquiries.
• Covering for team members including Winter Service Duty Officer.

Skills

Customer service

Control room

MS Office

Education

SIA licence

Job description

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We have a fantastic opportunity for aPermanent Customer Incident Liaison Agentto join ourNMC South West accountinPolmadie, this is an onsite role.

OurNMC SW accountis working in partnership with Transport Scotland Southwest since August 2020, we are responsible for inspections, cyclical maintenance, asset management, scheme delivery as well as winter maintenance and incident response.

Our team are first on the scene to assist road users on the road network, deliver engineering design and operational delivery services for more than 600 kilometres of road and 1,650 structures enabling reliable journey times and a high level of customer care for the people and businesses that use these roads every day.

By ensuring our roads and highways are well-maintained through all-weather seasons and traffic incidents, we aim to create well-functioning, safe spaces which minimise disruption, keep people moving and support thriving communities.

Customer Service Agent plays an important part to direct and record incident responses and winter service activities from within the Network Control Room, whilst assisting the Network Management Team in the execution of their duties.

The standard hours of work are 42 hours per week, you will work 4 on 4 off shifts, rotating between day and night shifts.

The salary for this role is competitive and will be discussed at interview.

You will be responsible for :

• Deployment of Incident Response team resources, monitoring and accurately recording responses within the Control Room
• Creating and maintaining excellent relationships with our clients, providing accurate journey times for ongoing roadworks and incidents
• Raising and closing Operational Instructions
• Ensuring Network disruption are minimised as much as possible
• Dealing with customer complaints and enquiries
• Covering for team members including Winter Service Duty Officer

We want to hear from you if you have:

• Customer Service experience, previous experience working in a control room would be preferred but is not essential.
• The ability to work under pressure, think clearly and act decisively.
• Have a good working knowledge of Microsoft office packages
• An SIA licence is essential, however if you do not hold this, full training will be provided

In addition to this, it would be desirable if you have knowledge of the Trunk Road network to help you hit the ground running, although this is not essential as we will provide you with the required development you need to bring you up to speed.

What we can offer you

• Career Development - Exceptional development and progression plan
• Pension – Generous Pension scheme which we will contribute to
• Choices - Our flexible benefits scheme is tailored by you, including buying additional annual leave, cycle2work scheme, charity giving and gym membership
• Save with Amey - Our online voucher portal gives you access to thousands of discounts from leading retailers to help you save on shopping, days out, or nights in. It includes healthcare, free GP service, dental vouchers
• Social Value -You’ll get 2 Community Involvement Days each year to volunteer for a charity of your choice and further opportunities to support fundraising initiatives

Application Guidance

Amey is committed to Inclusion and Diversity . We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation or age.