Customer Incident Liaison Agent

Your New Role

We have an exciting opportunity for a Customer Incident Liaison Agent to join our NMC North East Account in Perth. This is a permanent, onsite role where you’ll play a vital part in managing incidents, supporting safe journeys and delivering an excellent customer experience across the North East trunk road network.

Since August 2022, our NMC North East team has worked in close partnership with Transport Scotland, with a shared commitment to creating safer, more resilient roads and supporting sustainable futures for our communities. Together, we’re focused on achieving net zero targets, minimising disruption and improving the experience of everyone who uses the network. Covering 593km of trunk roads, our work includes routine highways, bridges and structures maintenance, as well as the design and delivery of road safety schemes. Through all seasons and in all conditions, we keep people moving and communities connected.

As a Customer Incident Liaison Agent, you’ll be a key member of the Network Control Room, directing and recording incident responses and winter service activities. You’ll support the Network Management Team by ensuring incidents are managed efficiently, information is accurate, and disruption to the network is kept to an absolute minimum.

This role operates on a 42-hour week, working 4 on / 4 off shifts, rotating between days and nights.

What you’ll be doing

• Deploying Incident Response Team resources and accurately recording all activity within the Control Room
• Acting as a key point of contact for our clients, providing clear and accurate journey time updates for roadworks and incidents
• Raising and closing Operational Instructions
• Supporting effective network management to minimise disruption
• Handling customer enquiries and complaints professionally and empathetically
• Providing cover for team members, including the Winter Service Duty Officer, when required

We’d love to hear from you if you have:

• Previous customer service experience (control room experience is desirable but not essential)
• The ability to remain calm under pressure, think clearly and make sound decisions
• A good working knowledge of Microsoft Office applications
• An SIA licence (essential – if you don’t currently hold one, full training will be provided)

Knowledge of the trunk road network would be an advantage, but it’s not essential — we’ll give you the training and development you need to succeed in the role.

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 peopleservices@amey.co.uk 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!

#CVL
#LI-SR1