Careers Login
Click Here

Title Customer Contact Centre Advisor
Ref HE/3671
Directorate Operations
Preferred Location Quinton
Salary £20,362 plus 20% shift allowance
Number of Positions 2
Working Pattern Full Time
Closing Date 30 Mar 2017

About Us

Highways England is the new government owned company responsible for driving forward our motorways and major A roads. This includes; modernising and maintaining the highways, running the network and keeping traffic moving. Over recent years, investment in our highways has increased. This has led to advances in technology, such as smart motorways; enabling traffic to flow better. However, even more is yet to be done.

Certainty of funding and greater flexibility will enable us to become a better business. In our first 5 years alone, we’ll invest £11 billion in motorways and A roads – boosting capacity, tackling congestion and improving safety. At the same time, we’ll improve how we work. That means we will be able to; plan roadworks better to minimise disruption; clear incidents more quickly; and save more than £1 billion by working more efficiently.

For further information on Highways England, please visit our website:

Job Description

Highways England is recruiting for Customer Contact Centre Advisors to be based at our National Traffic Operations Centre in Quinton, Birmingham.

The National Traffic Operations Centre and Regional Centres are responsible for keeping customers moving safely through helpful, accurate and timely information, dynamic traffic management and the efficient resolution of incidents, providing real time services to customers using the strategic road network and is responsible for the 24/7 365 day operation to support the delivery of a safe and reliable network with well-informed users. Customer Contact Centre is the principal point of contact for customers written and telephone communications with Highways England. Through our functions we support the delivery of Highways England’s customer facing information services, supporting our 7 regional centres and the other Directorates within Highways England.

Role Profile:

You will represent Highways England to its customers by handling enquiries directly or redirecting them to an appropriate respondent.

You will ensure up to date information is available for customers and stakeholders and will be expected to communicate with a variety of individuals from the chief executive to members of the public, such communications being both verbal and written.


  • Respond to customer contact via telephone, email, letters and digital services.
  • Liaise with colleagues to ensure effective response to enquiries.
  • Answer incoming calls, including those from real time issues, on behalf of colleagues in Regional Centres.
  • Accurately log reports of real time issues for Regional Centres to deploy resource as required.
  • Maintain and update the contacts database.
  • Promote Highways England and its services to staff and external contacts
  • Accept personal responsibility for safety of self and others, reporting unsafe conditions and near miss incidents

Relevant Experience

  • Experience of working in a customer focused environment delivering services through telephone, email and letters
  • Customer service background
  •  Evidence of effective communication via the telephone and through written communications.
  •  Experience of dealing and engaging with people
  •  Experience of interrogating information to form an opinion and make sound decisions.
  •  Experience of working in a fast paced environment with an ability to multitask with a good level of grammar and written work.
  •  Proficiency in a range of Microsoft office software products including Outlook Office 2003, Word and Excel.


On application you will be asked to provide a statement explaining in no more than 250 words, when you have had to deal with customer enquiries via the telephone and in written form.

All applications must be accompanied with a current CV which together with the statement, when you have had to deal with customer enquiries via the telephone and in written form, which will be used to assess your suitability for the role. Please ensure all Essential skills, experience and qualifications as outlined above are clearly demonstrated within your CV.

Please note that Highways England reserve the right to close the advert before the advertised closing date should a sufficient response have been received.  Therefore, please complete your application as soon as possible to avoid disappointment.

Please read the following information relevant to the role, before you apply;

Shift Pattern – This role is based on a 24/7 shift pattern, 365 days a year. You will work a rotational pattern of 6 shifts working, followed by 3 rest days. Ordinarily the rotation is 3 early shifts, followed by 3 late shifts, followed by 3 rest days, followed by 3 cover shifts, followed by 3 night shifts followed by 3 rest days, and then the whole cycle starts again.  The cover shift is ordinarily made up of either 3 early, 3 late or 3 nights.  The timings of the shifts are; Early shift 05.50 – 14.15, late shift 14.00 – 22.25 and night shift 21.35 – 06.00

Criminal Records Check – Successful applicants will be subject to a security check which will look at spent and unspent convictions.

Interviews will be held in the National Traffic Operations Centre, Quinton, Birmingham on Tuesday 18, Thursday 20, Monday 24 and Wednesday 26 April 2017. Please ensure you are available prior to application, it is unlikely that we would be able to offer alternative dates.

Download Full Job Description

Job Profile document Download