Jun

18

Support Operator

June 18, 2019 | Comments Off on Support Operator





Title: Support Operator







Location: Guildford







Business area: Highways







Introduction:







Kier Local Highways are currently recruiting for a Support Operator to join the Regional Immediate Response Centre.



The role consists of taking calls from varying sources: Police, fire service, our dedicated contact centre and inspectors who monitor the highways network. It is the responsibility of the Response Centre to dispatch all the calls in a timely manner to ensure we reach each emergency job within 2 hours. The service we provide stretches over 4 contracts: Surrey, London South, Harrow Borough and Kingston Borough.



Candidates will have to work within a shift pattern of day shifts and night shifts. This will be in a 4 on/4 off rota pattern. Staff within the Response Centre work 24/7 365 days of the year.



Kier Highways design roads, bridges and intelligent transport systems (ITS), covering strategic and nationally important roads, as well as local roads serving local communities. Our projects range from major improvements to complete renewals of roads and structures. With specialist teams, we manage complex works from conception through to handover at the end of maintenance periods.







Key responsibilities:







  • Immediate Response Service Delivery - 2 hour response
  • Safety Defect Service Delivery - 24hrs initially but moving to 5 days
  • Winter service operations/decisions
  • Provide assistance/resilience for the following roles/services: Noticing/TMA, stats coordination and scheduling
  • Be a key contact for clients, public bodies (i.e. police), and staff
  • Monitor in real time responses to requests for work
  • Maintain and update spreadsheets racking work, schedules, costs and other contract related outputs
  • Ensure accuracy of data is correct such as verifying costs, work orders, sub-contractor schedules and invoices
  • Generate contract specific management information and reports and circulate as required
  • Produce type written documents including correspondence and reports to standard formats from hand written notes or verbal instruction
  • Respond to telephone, verbal and written requests for information, where appropriate supply information either to manager or directly to the enquirer





    • Desirable Skills and experience:







  • Confident individual who enjoys the challenge of working in an environment with lots of real time interaction
  • Excellent customer service skills and the ability to excel at providing 1st class client support
  • Use own initiative as well as part of a team using an organised and efficient approach
  • Knowledge of business sector activities and demonstrate experience of working in a customer focused environment, either face to face or by telephone
    • About Kier:







    Make the journey. Leave a legacy.







    Being part of Kier means living our values of being collaborative, enthusiastic and forward thinking. We all have the potential to shape our world, and it's through these values that we will leave a lasting legacy. Bring your talent and ambition to Kier and you will be given the scope and opportunity to invest in your own future, to build your expertise and contribute to a rich and diverse culture.







    Kier is an inclusive employer.







    Let's shape your world together.










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