About the job.

Working within our Abnormal Loads team in Darlington, you'll provide helpdesk support to National Highways stakeholders in the operation and use of the ESDAL (Electronic Service Delivery for Abnormal Loads) system. You'll assist in supporting data maintenance and upgrade tasks for data held within the ESDAL system. You'll also provide an interface between user groups and the ESDAL technical team.

• Act as the first point of contact for ESDAL users and deal with service enquiries in line with service level agreements and documented processes. Register new ESDAL users and set up user accounts.
• Support the delivery of high levels of customer service and promote ESDAL to user groups to help grow user numbers.
• Support a team of Helpdesk & Data Engineers and escalate any complex issues to them.
• Liaise with the 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 kept current, using data sets provided by 3rd parties, under guidance of the Helpdesk & Data Engineers.

About you.

• Experience of working within a customer service, help desk or call centre environment.Demonstrate effective verbal and written communication 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.
• Good analytical skills and ability to manipulate data effectively and efficiently to support stakeholder needs. A thorough and logical approach to problem solving.
• Experience in scripting (primarily with Jython), familiarity with programming languages, or a demonstrated eagerness and ability to learn (under guidance from the team).
• Reliable and self-motivated with the ability to prioritise and manage own workload.

About us.

Here at National Highways, we manage and improve England's motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this, are our values of passion, integrity, safety, teamwork and ownership.

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.

External candidates will be offered a starting salary at the lower end of the pay scale, while current employees will be appointed in accordance with our established pay policy.

We are committed to creating a diverse environment and welcome applicants from all backgrounds.