Description
Call Centre Operative; Highways Team
[Incident Response & Maintenance call-outs]
12-month contract - Immediate Start - £ Attractive pay £
An exciting opportunity has arisen with a well-known national engineering & utilities company, to work in their highways maintenance team as a call centre operative.
This position involves taking calls where an immediate response is required in order to handle incidents & emergencies across as vast stretch of highways.
This position will require you to utiliize your exceptional communication skills in order to gather information and inform others of action being taken. You will need resilience, excellent organisation skills, an ability to be calm under pressure, and a talent for building relationships across a spectrum of stakeholders.
Duties & Responsibilities:
- Manning a 24/7 control Centre on a shift based rota.
- Acting as first point of contact for the Business and being responsible for ensuring that the appropriate course of action is taken for each issue reported.
- Receive telephone calls from the Highways Agency, police and local authorities relating to incidents on the Network.
- Prioritising incoming calls/demands and make appropriate decisions.
- Monitor Maintenance Response Teams whereabouts.
- Deploy and manage resources at incidents on the Network.
- Liaise with deployed resources to ensure any additional support is correctly identified and provided.
- Maintain contact with the Highways Agency during an incident.
- Obtaining and recording of customer third party details regarding incidents on the Network.
- Pass relevant information to the Highways Agency where necessary.
- Attend de-briefs following conclusion of major and critical incidents as required.
- Input incident data onto a computer database.
- Update and finalise incident logs as necessary.
- Monitor traffic flows via CCTV and deploy resources in response to traffic build up or an incident.
- Establish, maintain and continually update a database of information relevant to the operation of the Network, including emergency call out contact details.
- Accurately disseminate information to the relevant departments.
- Analyse severe weather information from various web based weather reports and provide decision on response required.
- Update various Winter Reporting databases as required.
- Receiving and dealing with calls from members of the public regarding customer service issues and dealing with complaints.
- Update Highways Agency Schedule of Works database. Deal with Schedule of Works queries from Highways Agency.
- Supporting management by recording and analysing data in order to compile reports.
- Carrying out "house keeping" and administrative tasks as required.
There are several different shift patterns within this role, and you will be required to rotate accordingly. Travel between sites will also be occasionally required, and therefore you will need to be a diver with your own car.
If you are interested in being considered for this opportunity, then please get in touch now.
Please note that due to the volume of CV's we receive, we cannot always respond to every applicant.
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