Customer Incident Liaison Agent

Amey Ltd; Glasgow; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Career development

Pension

Flexible benefits

Discount portal

Job summary

Amey Ltd in Glasgow is seeking a Permanent Customer Incident Liaison Agent to join the NMC South West account in Polmadie. This on-site role involves directing and recording incident responses from the Network Control Room and supporting winter service and incident delivery.

The position requires strong customer service skills, the ability to work under pressure, and a good working knowledge of MS Office. An SIA licence is essential or training will be provided.

Qualifications

• Customer service experience is required.
• Experience in a control room preferred but not essential.
• Competence with MS Office packages.
• SIA licence is essential or training provided.

Responsibilities

• Direct and record incident responses from the Network Control Room.
• Maintain relationships with clients and provide accurate journey times.
• Raise and close Operational Instructions as needed.
• Assist in winter service duties and incident response.

Skills

Customer service experience

Control room coordination

Ability to work under pressure

Communication skills

Education

SIA licence

Tools

Microsoft Office

Job description

Career Opportunities: Customer Incident Liaison Agent (13106)

Requisition ID13106-Posted30/09/2026-Transport Infrastructure-Glasgow - NMC SW Depot

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.

We want to hear from you if you have:

• 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

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.

• 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

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

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.