Your new roleWorking within our Abnormal Loads team in Darlington, you’ll provide helpdesk support to National Highways stakehold.....
Your new role
Working within our Abnormal Loads team in Darlington, you’ll provide helpdesk support to National Highways stakeholders in the operation and use of the ESDAL system. You’ll assist in supporting data maintenance and upgrade tasks for data held within the ESDAL system. You’ll also provide an interface between user groups and the ESDAL technical team.
What you’ll be leading on
Register new ESDAL users with the Helpdesk and set up user accounts.
Act as first point of contact for ESDAL users and to deal with service enquiries in line with service level agreements and documented processes.
Support a team of Helpdesk Engineers and escalate any complex issues to them.
Liaise with the Technical Support Engineer / ESDAL software team where necessary to resolve user enquiries and provide user input for upgrades and improvements.
Maintain data sets within ESDAL to ensure they are kept current, using data sets provided by 3rd parties, under guidance of the Helpdesk Engineers.
Support the delivery of high levels of customer service.
Promote ESDAL to user groups to help grow user numbers.
To be Successful
Experience of working within a customer service, help desk or call centre environment.
Able to communicate effectively with a range of users along with a good telephone manner.
Well organised, flexible, and a team player with the ability to operate in a structured team environment.
Good analytical skills and ability to manipulate data effectively and efficiently to support stakeholder needs.
A thorough and logical approach to problem solving.
Reliable and self-motivated with the ability to prioritise and manage own workload
A bit about us
Operations is at the heart of keeping the strategic road network moving and ensuring our customers get the best possible experience when using our roads.
We address over 39,000 customer enquiries every month, plan and deliver all maintenance activities on the network, drive efficiencies and improvements across our systems and roads, and respond to incidents across 4,500 miles of motorways and major A-roads that we manage. All to make sure National Highways customers have safer, smoother, and more reliable journeys.
Want to know more?
To request a copy of the role profile, please contact hrhighwaysengland@mailgc.cx.ukg.oraclecloud.com quoting reference number 5150
ABOUT US
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.
So, if you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it – then you’ll be a great fit for our organisation.
Our benefits package
Our total reward package includes basic salary, the potential for a performance related bonus
Contributory pension scheme with employer contribution of up to 10%
Annual Leave starting at 26 days (plus Bank Holidays) rising by 1 day each year up to 31 days (plus Bank Holidays)
Flexible hours and blended working between base location/home
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
And we are
Family friendly with enhanced maternity leave and pay, paternity leave (15 days), shared parental leave, adoption leave. Plus access to financial support for holiday play schemes and paid special leave (up to 5 days pa), eg for caring responsibilities
Money friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays. Alongside a financial wellbeing programme
Community friendly – offering paid leave to volunteer, 3 days basic/year plus an extra 3 days to support the national Covid effort
If you are successful, it is key to know all offers of employment are subject to satisfactory completion of our pre-employment checks which include:
Right to work check
3 year employment history references
DBS criminal record check
Social media and adverse journalism check
Driving licence check (if applicable)
Fit to work questionnaire (for all), followed by a medical check (if applicable)
And finally
We reserve the right to close before the advertisement expires
