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Traffic Incident Portfolio Manager - London

Company: Highways England
Job type: full-time
Category: Information Technology and Services


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Job description



About Us The Professional and Technical Solutions (PTS) Directorate is responsible for supporting the operational delivery of Highways Englands road network by developing standards and guidance, as well as providing specialist technical advice to both internal and external parties. The Directorate also includes business-wide services for Health and Safety and Communications. The Customer Service Standards Division was created in November 2016 and will evolve in the coming months. Ultimately, its aim is to improve the experience of our customers. Responsibilities include: Providing a centre of excellence on all things customer service, developing the companys service strategy, overseeing delivery of the customer service plan, and bringing in learning from outside. Setting the standards of customer service in Highways England, owning a number of customer-facing policy areas such as crisis management, variable signs and signals, traffic officer procedures and motorway service areas. Working with colleagues across the company to ensure that everyone is geared up to delivering excellent service and delivering customer service improvement projects. Job Description Highways England is currently recruiting for Traffic Incident Portfolio Business Manager to work on a national basis with a midlands base preferably, although other locations will be considered. You will support the operation integrity and development of our hot, cool and cold traffic incident debrief process and knowledge management portfolio, providing guidance and support to the team, business and operational managers. Key Responsibilities * Management of traffic incident debrief process related activities and actions, including performance reporting commitments to time and quality * Support the Traffic Incident and Knowledge Management Portfolio Manager, project and operational teams in the design and implementation of projects, work packages and change initiatives that have a traffic incident management focus underpinned by a commitment to safety, network performance and our customers * Update the traffic incident debrief compendium and national incident debrief database in line with service level and quality requirements * Edit and manage incident management publications * Collation of time defined incident debriefing summary papers with associated thematic actions and action tracker management * Deputising as and when required for the Traffic Incident and Knowledge Management Portfolio Manager. Experience, Skills and Qualifications * Good working knowledge of Highways England Traffic Officer Service and specifically how the Service and the wider business operate the Strategic Road Network. * Knowledge of traffic incident management principles, processes, procedures and ways of working. * Experience in the production of operational support material which can vary in complexity and detail. * Experience of engaging and working with internal and external clients and stakeholders. * Experience of analysing qualitative and quantitative data sets. * Project Management/Business Change working experience All applications must be accompanied with a current CV which will be used to assess your suitability for the role. Please ensure all the skills, experience and qualifications requested are clearly demonstrated in your CV as explained in the body of the advert. 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.


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