Incident Team Operator

Resource Data Management Limited; Glasgow; Hybrid; GBP 19,000 - 23,000; Part time

Benefits offered by this job

Annual bonus

Private healthcare (optional)

Company pension scheme

Death in Service insurance 3x salary

Job summary

Resource Data Management Limited in Glasgow is seeking a reliable Incident Team Operator for a part-time Saturday to Monday shift at our Glasgow Head Office. You will handle urgent inquiries, triage calls, and follow procedures to escalate and resolve incidents.

Working within the Monitoring Bureau, you will raise tickets in ActiveFM, manage the client inbox, compile weekly reports, and support clients with timely information while maintaining accuracy and confidentiality.

Qualifications

• Experience in call centre or customer service roles.
• Strong written and verbal communication skills.
• Good keyboard skills and proficiency with computer systems.
• Calm, professional telephone manner.
• Reliable for shift pattern and able to work Sat/Sun/Mon.
• Attention to detail and ability to handle urgent/high-pressure situations.

Responsibilities

• Inbound calls triage Business Continuity calls.
• Raise tickets on ActiveFM and ensure information is complete and accurate.
• Make outbound calls to sites and support clients.
• Monitor open tickets until incidents are complete.
• Obtain stock and sales loss information for Friday reporting.
• Manage client email inbox and respond appropriately.
• Update internal documentation as required.
• Run Weekly Summary and Dashboard Reports and email to clients.

Skills

Call centre experience

Keyboard skills

Telephone manners

Attention to detail

Team player

Reliability and punctuality

Tools

ActiveFM software

Job description

Part Time (Saturday, Sunday and Monday, 7.30 a.m. to 6.30 p.m.)

Role: Incident Team Operator
Location: RDM Head Office, Glasgow, UK
Reports to: Incident Team Leader and Bureau Managers
Department: Monitoring Bureau

About Us

As a global energy and building controls specialist, Resource Data Management (RDM), is trusted by the world’s leading retailers and blue-chip companies to deliver sustainable control and remote monitoring solutions. With strategically positioned offices worldwide, and a carefully selected distributor network, we work with customers to reduce energy costs and achieve sustainability objectives.
Designing and manufacturing HVACR (heating, ventilation, air conditioning, and refrigeration) control and monitoring solutions for clients across multiple sectors; including Retail, Commercial, Industrial, Public Sector and Hospitality, we put our customers at the heart of our business.

Job Description

We are looking for a reliable and customer-focused Incident Team Operator to join our Monitoring Bureau at our Glasgow Head Office. This is a part-time role working three set days per week - Saturday, Sunday and Monday. You will be comfortable dealing with potentially urgent situations, gathering accurate information from callers and following established procedures to ensure incidents are escalated and resolved appropriately.

Key Responsibilities

• Inbound telephone calls - answer, manage and triage all Business Continuity calls.
• ActiveFM software platform - raise tickets/jobs on RDM’s ActiveFM software platform, ensuring all information is complete and accurate. Follow Business Continuity rotas, guidelines and established processes, and communicate information by SMS message or telephone call as required.
• Make outbound calls to Business Continuity sites and manage reported incidents, offering support to clients as required.
• Revisit and monitor open tickets until incidents are complete and no further action is required.
• Contact sites to obtain stock and sales loss information and update ActiveFM. This information is required for Friday reporting.
• Manage the client email inbox and action requests appropriately.
• Update internal documentation as required.
• Run Weekly Summary and Dashboard Reports and email them to one of our clients.

Skills Required

• Call centre or similar customer service experience, with strong written and verbal communication skills
• Good keyboard skills and confidence using computer-based systems
• An excellent telephone manner and a calm, professional approach
• Strong attention to detail and the ability to remain calm when dealing with urgent or high-pressure situations
• A flexible and hard-working attitude, with a can-do mindset and the ability to work effectively as part of a team
• Reliability, punctuality and the ability to consistently work the required shift pattern are essential

Working hours

Working pattern: Saturday, Sunday and Monday, 7.30 a.m. to 6.30 p.m.
Some additional flexibility may occasionally be required to provide holiday and absence cover.

Salary and Benefits

• Salary: £21,080 per annum for this part-time role. Each scheduled day includes a 1.25-hour unpaid break.
• Annual profit related bonus, based on company achieving targets. This is calculated at the end of the financial year and paid in arrears on 15th February of the following year.
• Holiday entitlement of 240 hours including statutory holidays (pro rata based on hours worked).
• Optional private healthcare available after successful completion of probationary period.
• Company pension scheme.
• Death in Service insurance cover at 3 x salary.

Resource Data Management is an equal opportunities employer. We are committed to providing an inclusive workplace and to ensuring employment decisions are based on business needs, job requirements and individual qualifications. We welcome applications from suitably qualified candidates and do not discriminate on the basis of any protected characteristic.