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Customer Services Coordinator / Incident Response Coordinator

Midlands - West
City Town:
Customer Service
02 Sep 2022
Vacancy Type:
About The Role

Milestone Infrastructure are leading the way in the highways maintenance sector. We look after 24,000 miles of roads, 280,000 streetlighting assets and 20,000 miles of footways. An integral business unit that allows us to deliver all necessary maintenance and work as sustainably as possible and with minimal impact to the communities is our Central Service Control based in the West Midlands.

The CSC has been operational since 2005 and delivers a full range of services for the Highways Sector and Facilities Management. They are relied upon to assist in all contingency plans and provide a continuous 24/7, 365 operations service to both an internal and external client base.
Due to the success of the team and internal promotions the CSC are looking to recruit a Services Coordinator / Incident Response Coordinator to join their highly dedicated and respected team. The team work on shift pattern of four days on four days off with hours of 07:00am to 19:00pm and 19:00pm to 07:00am. Included is a generous salary enhancement for working unsociable hours.  

Duties & Responsibilities

  • Receiving phone calls from Company employees, contractors, emergency services and other external agencies
  • Data capture into the bespoke computer systems
  • Proactive monitoring and reporting on events and incidents
  • Handling of inbound and outbound calls
  • Simultaneous system operation 
  • Ensuring all data entry is accurate
  • Generating reports for clients and management
Key Skills & Experience 
  • Computer literacy and familiarity with Microsoft Office products and/or other similar operating systems.
  • Ability to operate a number of different systems simultaneously.
  • Ability to work as part of a team, individually and to deadlines
  • Previous experience of working within a Client Contact operation or environment.
  • Experience of working shifts (preferable) remaining flexible
What's in it for you
  • 28 Days Holiday + Holiday Purchase Scheme (1week)
  • Up to 50% Unsociable Hours Enhancement 
  • Generous Pension
  • Ongoing Training & Development
The successful candidate will be confident, motivated and driven. They will enjoy the opportunity of a challenge and be inspired to deliver exceptional customer service on a continuous basis. They will have exceptional verbal, written and interpersonal communication skills, thrive in a team environment and have the ability to work individually. The successful candidate will also hold a strong desire to learn and develop within an increased growth environment.

At  Milestone we embrace diversity, opening a rich potential for new ways of thinking and helping us to build successful and winning teams. We would like you to perform at your best at every stage of our recruitment process; and as a Disability Confident employer, if you require any adjustments that would assist you throughout your application, please contact us at [email protected] or inform the recruitment manager in the first instance and we will be pleased to offer support.

We  also welcome you to ask about the flexibility you need.  Anyone who applies for a role can ask about flexibility at interview, whether this is part-time working, home working, or any other alternative. In return, we will explore what is possible for the role.

This  is an advert for our job vacancy, and therefore may not be inclusive of all assigned duties, responsibilities, or aspects of the role described, and may be amended at any time at the sole discretion of Milestone. The closing date for this vacancy may be subject to change any time at the sole discretion of the  Business.



About The Company

Milestone Infrastructure sits within M Group Services Transport Division, positioned to support transport clients across the UK, supporting the safe movement of people via rail, aviation and highways. 

As a business, people are at the heart of everything we do, whether they are our people, our clients, or the communities they serve. We are committed to behaving with integrity and in a sustainable manner, being mindful to the needs of our communities and the environment.
Our people are our greatest strength and ensuring their health, safety and wellbeing is our top priority. We invest in our workforce, engaging and empowering them, helping them to grow and develop with opportunities to train and learn.
At Milestone Infrastructure we recognise and value the benefits from our workforce diversity. We work hard to build and maintain inclusive environments and develop a culture where our people feel included and valued.