Incident Management Improvement Assistant Advisor

3 days ago

Birmingham, United Kingdom National Highways Full time

Your new role

As an assistant advisor in the Incident Management Improvement Team you will work within the Customer Experience division of the Safety, Standards & Engineering directorate.

The Incident Management Improvement Team work is focused along the points of the incident management timeline from; anticipating (such as requirements for precautionary treatments relating to weather), through to scene management and ultimately to supportinghow to learn from events to ensure continuous improvement. We develop and assure standards, provide advice to those using our standards and innovate (through research and development) to drive improvements.

You will be working on projects that drive business change and improve customer service. You will support the implementation of standards and help embed complex changes that our projects deliver, with a focus on ensuring safety and improving our customers’journey experiences.

What you’ll be working on
- Contributing to the maintaining and developing of standards in areas of work such as; Severe Weather, Traffic Operations response and continuous improvement (knowledge transfer)
- Responding to internal and external stakeholder enquiries with appropriate advice and guidance, escalating complex issues where appropriate
- Supporting project activities, identifying risks and appropriate mitigation as well as reporting progress to ensure delivery of project objectives to time and quality
- Process data and manage systems that support the teams’ work
- Engaging with stakeholders across National Highways, and externally, to understand their business needs, in order to identify key areas for improvement and share best practices.

To be successful
- Experience of working in a customer experience environment
- Experience of engaging with internal and external stakeholder relationships to achieve desired outcomes
- Organisational skills to manage personal wellbeing, while working to tight deadlines and/or managing multiple projects
- Ability to analyse and evaluate data from various sources
- Experience of using Office 365 products and ability to become proficient in their use

A bit about us

In our Customer Experience division, we provide a centre of excellence for customer service. Developing the company’s Customer Service Strategy, overseeing delivery of the customer service plan and delivering customer improvement projects. We set standardsfor National Highways, owning a number of customer-facing policy areas such as Traffic Operations Policy, variable signs and signals policy, customer contact and community engagement. Working with colleagues across the company to ensure that everyone is gearedup to delivering excellent customer service.

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