Title: Customer Incident Liaison Agent
Requisition ID: 10255
Your New Role
We have a fantastic opportunity for a Permanent Customer Incident Liaison Agent to join our NMC North East Account in Perth, this is an onsite role.
Our NMC NE account is working in partnership with Transport Scotland Northeast since August 2022, with an increased focus on supporting the creation of sustainable futures for communities, together we will achieve net zero targets and improve the customer experience.
Covering 593Km of network, we provide routine highways, bridges and structure maintenance as well as designing and managing road safety schemes.
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.
The Incident Liaison Officer 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.
You Will Be Responsible For
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
We Want To Hear From You If You Have
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
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.
What We Offer You
When you join us, we can offer flexibility, career development, a choice of benefits and support that help you through all life's ups and downs. It's the reason why Investors in People put us among the top 1% of employers and we have a competitive reward and benefits program
Career Development - Exceptional development and progression plan
Pension – Generous Pension scheme which we will contribute to
Holidays - Minimum 24 days holiday + Bank Holidays
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
Application Guidance
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.
Please contact our recruitment team at to discuss any access needs and reasonable adjustments that may be required at any point during the recruitment process.
Apply today – We are excited to hear from you
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