Weekend Incident Response 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

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.