Resource Data Management
Incident Team Operator
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Role: Incident Team Operator
Location: RDM Head Office, Glasgow, UK
Reports to: Incident Team Leader and Bureau Managers
Department: Monitoring Bureau
About Us
As a global energy and building controls specialist, Resource Data Management (RDM), is trusted by the world’s leading retailers and blue-chip companies to deliver sustainable control and remote monitoring solutions. With strategically positioned offices worldwide, and a carefully selected distributor network, we work with customers to reduce energy costs and achieve sustainability objectives.
Designing and manufacturing HVACR (heating, ventilation, air conditioning, and refrigeration) control and monitoring solutions for clients across multiple sectors; including Retail, Commercial, Industrial, Public Sector and Hospitality, we put our customers at the heart of our business.
Job Description
We are looking for a reliable and customer-focused Incident Team Operator to join our Monitoring Bureau at our Glasgow Head Office. This role is working over three set days per week - Saturday, Sunday and Monday. You will be comfortable dealing with potentially urgent situations, gathering accurate information from callers and following established procedures to ensure incidents are escalated and resolved appropriately.
Key Responsibilities
- Inbound telephone calls - answer, manage and triage all Business Continuity calls.
- ActiveFM software platform - raise tickets/jobs on RDM’s ActiveFM software platform, ensuring all information is complete and accurate. Follow Business Continuity rotas, guidelines and established processes, and communicate information by SMS message or telephone call as required.
- Make outbound calls to Business Continuity sites and manage reported incidents, offering support to clients as required.
- Revisit and monitor open tickets until incidents are complete and no further action is required.
- Contact sites to obtain stock and sales loss information and update ActiveFM. This information is required for Friday reporting.
- Manage the client email inbox and action requests appropriately.
- Update internal documentation as required.
- Run Weekly Summary and Dashboard Reports and email them to M&S Head Office.
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Skills Required
- Call centre or similar customer service experience, with strong written and verbal communication skills
- Good keyboard skills and confidence using computer-based systems
- An excellent telephone manner and a calm, professional approach
- Strong attention to detail and the ability to remain calm when dealing with urgent or high-pressure situations
- A flexible and hard-working attitude, with a can-do mindset and the ability to work effectively as part of a team
- Reliability, punctuality and the ability to consistently work the required shift pattern are essential
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Working hours
Working pattern: Saturday, Sunday and Monday, 7.30 a.m. to 6.30 p.m.
Some additional flexibility may occasionally be required to provide holiday and absence cover.
Salary and Benefits
- Salary: £21,080 per annum for this role. Each scheduled day includes a 1.25-hour per shift unpaid break.
- Annual profit related bonus, based on company achieving targets. This is calculated at the end of the financial year and paid in arrears on 15th February of the following year.
- Holiday entitlement of 240 hours including statutory holidays (pro rata based on hours worked).
- Optional private healthcare available after successful completion of probationary period.
- Company pension scheme.
- Death in Service insurance cover at 3 x salary.
- Company employee benefits scheme.
- Contractual sick pay.
Resource Data Management is an equal opportunities employer. We are committed to providing an inclusive workplace and to ensuring employment decisions are based on business needs, job requirements and individual qualifications. We welcome applications from suitably qualified candidates and do not discriminate on the basis of any protected characteristic.
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