Onsite Incident Response Liaison

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

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.