Weekend Incident Response Operator

Resourcedatamanagement; Glasgow; Hybrid; GBP 21,000 - 25,000; Part time

Benefits offered by this job

Private healthcare

Company pension

Death in Service insurance

Holiday entitlement pro rata

Job summary

Resource Data Management (RDM) is seeking a reliable Incident Team Operator in Glasgow for a part-time role. You will handle urgent calls, gather accurate information, and escalate incidents per established procedures.

Based at the Glasgow Head Office, you will work the set weekend days and participate in reporting and client communications. You will be responsible for triaging calls, raising and tracking tickets, and supporting clients while maintaining detailed documentation and timely

Qualifications

• Experience in call centre or customer service roles.
• Strong written and verbal communication skills.
• Good keyboard skills and proficiency with computer systems.
• Ability to stay calm when dealing with urgent or high-pressure situations.

Responsibilities

• Answer and triage inbound Business Continuity calls.
• Raise tickets on ActiveFM with complete information; follow procedures.
• Make outbound calls to sites and support clients.
• Monitor open tickets until resolution.
• Update ActiveFM with stock and sales loss data for Friday reports.
• Manage client email inbox and internal documentation.
• Run Weekly Summary and Dashboard reports and email to clients.

Skills

Call centre experience

Keyboard skills

Telephone manners

Attention to detail

Team player

Reliability

Tools

ActiveFM software

Job description

Resource Data Management (RDM) is seeking a reliable Incident Team Operator in Glasgow for a part-time role. You will handle urgent calls, gather accurate information, and escalate incidents per established procedures.

Based at the Glasgow Head Office, you will work the set weekend days and participate in reporting and client communications. You will be responsible for triaging calls, raising and tracking tickets, and supporting clients while maintaining detailed documentation and timely