National Incident Liaison Officer
| Posting date: | 05 February 2026 |
|---|---|
| Salary: | £36,200 to £40,450 per year |
| Hours: | Full time |
| Closing date: | 12 February 2026 |
| Location: | Birmingham, West Midlands, B1 1RN |
| Company: | National Highways |
| Job type: | Permanent |
| Job reference: | 7129_1770314506 |
Summary
Your new role
We are currently recruiting a motivated individual to join our 24/7 National incident Liaison Officer (NILO) team based at our National Traffic Operations Centre (NTOC) in Quinton, Birmingham. You will be responsible for monitoring, assessing, and reporting on significant incidents that impact the operation of the Strategic Road Network (SRN). You will liaise with all our Regional Operations Centres (ROC'S) and other internal stakeholders to ensure that you have a strategic view of how the SRN is performing and play a central role in coordinating crisis management responses. You will be responsible for ensuring customers and stakeholders are provided with up to date and accurate information about incidents to help mitigate their impact on journey's.
This role attracts a 25% shift allowance and is based on a 6 on 4 off shift pattern.
- Build and manage effective relationships with internal and external stakeholders to obtain accurate information from multiple sources about network incidents.
- Support the National Network Manager in leading our crisis management response to any incidents.
- Disseminate relevant information in a timely accurate manner to customers, stakeholders, service providers and the media to ensure National Highways interests and reputation are protected.
- Utilise corporate social media channels to provide real-time traffic, incident and travel advice information to customers and the media.
- Report to senior management within National Highways accidents and near misses involving National Highways supply chain workers and Traffic Officers whilst undertaking their duties.
About you.
- Experience of working in a 24/7 365 operational environment (desirable, but not essential)
- Excellent communication skills with an ability to tailor messaging to suit different audiences
- Able to process complex data from a range of systems and sources to produce clear and accurate reports
- Able to prioritise tasks and workload to ensure service is delivered without compromising quality
- Able to negotiate, influence and challenge to ensure best outcomes for customer and business
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.
Proud member of the Disability Confident employer scheme