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Your new role

Are you a confident communicator with a good telephone manner?

Looking for a role where you can use your problem solving and analytical skills?

Then National Highways have the role for you!

We’re looking for an Abnormal Loads Helpdesk and Data Engineer to join our Operations Customer Service Division to provide helpdesk support to ESDAL stakeholders in the operation and use of the ESDAL system. The role will involve supporting data maintenance and upgrade tasks for data held within the EDSAL system and providing an interface between user groups and the technical team.

The role will be worked on a hybrid basis with the successful candidate being flexible to travel to Darlington as and when required.

What you’ll be leading on

• Register new ESDAL users with the helpdesk and set up user accounts. Act as a first point of contact for ESDAL users and to deal with service enquiries.
• 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 key current, using data sets provided by third parties.
• Identify and support opportunities for the continuous improvement of service delivery.
• Support the delivery of high-level customer service and promote ESDAL to user groups to help grow user numbers.
• Contribute to the review, development, and testing of business processes and systems to ensure that these are fit for purpose.

To be successful you’ll need

• Experience of working within a customer service, help desk or call centre environment.
• Good analytical skills and ability to manipulate data effectively and efficiently to support stakeholder needs.
• Familiarity with GIS mapping products.
• 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.

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 [email protected] quoting reference number #3597