Emergency Customer Service Advisor

Whether you drive on motorways or major A-roads the staff in our Regional Operations Centre up and down the country are looking after you. Our trained Operators are the first point of contact when people ring an emergency roadside telephone, or if they breakdownor get into an accident and need assistance. They also set signs and signals, respond to alerts and urgent road defects, and make sure our road workers get on the network safely to conduct maintenance and upgrades. We do all this with great pride and passion,connecting businesses and families up and down the country. It is safe to say that no day is the same in our Regional Operations Centres.

We’re looking for people to join our diverse and energetic team to manage our road networks in the Nottinghamshire region, where you’ll be based at our Regional Operations Centre in East Midlands ROC.

You’ll be working with emergency services personnel, recovery companies, our very own Traffic Officers, our highways works personnel, and even motorists who have broken down or been involved in incidents. We expect you to be professional at all times yethighly motivated in providing a friendly and positive service.

Our Regional Operations Centre operates 24/7, 365 days of the year, so our operators work 6 days on, 3 days off and shifts consist of Earlies (6am - 2pm), Lates (2pm - 10pm) and Night shifts (10pm - 6am).

The salary for the position on completion of satisfactory probation is £28,515 made up as £23,515 plus 20% shift allowance of £4703

Your Primary Tasks

1. Answering emergency roadside calls

2. Mobilising On Road teams, such as Traffic Officers, Inspectors and Maintenance Contractors, to emergencies and other

requests

3. Transmitting and receiving messages via the radio to Traffic Officers and Emergency Services

4. Instructing our contractors to repair urgent defects and damage from incidents

5. Informing other emergency services and utility companies where required.

6. Monitoring and managing incidents from start to finish

7. Maintaining accurate incident logs by recording information gathered from multiple sources

8. Carrying out other administrative duties as required to help the safe running and operation of the network and the Regional Operations Centre

To be successful

We are looking for people to join us who are positive, compassionate, be IT literate, and good at communicating. If you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity inhow you do it - then you’ll be a great fit for our organisation

Some skills and requirements we are looking for include:

- GCSE Maths and English (Grade C/4 or above), or equivalent. However, if you do not have these qualifications, we’re still likely to accept applicants who have relevant work experience or similar level qualifications.
- Excellent communication skills and telephone manner
- Strong administration skills
- Ability to work calmly under pressure
- A high level of typing proficiency, preferably a minimum of 32 words per minute (free test link here)
- Be prepared to work shifts as part of a 24/7 cover

Why you should join us

At National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel

connected, included and enjoy greater wellbeing to achieve this. We’re proud that as an organisation we are continually striving to do better and actively encourage and support our colleagues to do the same with their careers.

Here's some of the benefits we feel we can give you:

- An excellent place to start and build a career with so many wide ranging opportunities moving up in the world of operations to moving to the specialist maintenance side or into business services are all where previous employees have developed into
- Specialist external training programme when you start followed by one to one coaching
- Development and training beyond your probation with opportunities to get involved in projects across the business
- Annual leave entitlement is 26 days which increases by 1 each year until you reach 31 days of leave plus typically an additional 8 days due to Bank Holidays.
- Generous pension scheme with the employer putting up to 10% contributions to your 5%.
- Access to a 24/7 employee assistance programme that offers support for mental health, counselling and a range of other advice and information services available to you

Application Process

The process consists of progressive stages that require to be successful through each stage and the stages are as follows:
1. Application & Behavioural questions including submission of CV

2. Telephone interview

3. CV Sift

4. Formal Interview and roleplay

And finally

Our benefits package
- Our total reward package includes basic salary, plus shift allowance.
- Contributory pension scheme with employer contribution of up to 10%
- Annual Leave starting at 192.4 hours increasing 1 days every year up to 233.1 hours, plus 8 privilege days in replacement of bank holidays
- Life assurance of 4 times annual salary
- Health and wellbeing support, including an Employee Assistance Programme, available 24/7 365 days and network of mental health first aiders. Plus access to a wellbeing app to enhance your self-care 24/7, Occupational health service and flu vaccines
- A cycle to work scheme for the purchase of a bicycle and equipment for healthy, low carbon travel
- Significant investment in your career development, through learning and development, talent management, coaching, mentoring and on job experience