Incident Response Centre Operator

Job title:

Incident Response Centre Operator

Company

Mitie

Job description

Job title: Relief Incident Response Centre OperatorWhere: Coventry – Ansty ParkWhen: We’re looking to get the right person into the team ASAPHours: 4 on 4 off shift pattern, working Days, Nights & WeekendsJob objectives and responsibilities

• Enabling our security teams to make their buildings a safe place to work and visit.
• Responsible for processing incoming telephone calls, requests for CCTV.
• Responsible for Incident Reports from multiple Sainsbury’s locations
• Responsible for the end-to-end management of real-time incidents as they occur, including active monitoring of CCTV, in line with Mitie and the clients policies and procedures.
• Monitoring of CCTV systems (Cathexis Carbon) across Sainsbury’s Stores.
• Responding and actioning all emails in the IRC mailbox.
• Covering the IRC Supervisor position when on rest

Main duties

• To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:
• Responding to calls from the clients stores and other locations
• Call handling in line with current KPI
• Providing end to end incident management including evidence gathering, statement and incident report writing and collation of evidence packs in line with current IRC processes
• Reactive live CCTV monitoring and constant communication with locations during a live incident
• Management of escalation processes in line with IRC process.
• Input of security and crime incident data into the central database.
• To provide a level of service that meets customer care requirements and to safely manage all activities
• Responsible for providing outstanding support and customer service for the clients colleagues
• Compliance to all IRC Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs)
• To ensure all services conducted are compliant to all Company, contractual, legislative, statutory and local requirements
• Delivery of time critical tasks as directed by the client and contracts senior management team
• Complete ad-hoc projects as designated by senior management or the client on time and to the required high standard
• Generate daily/weekly/monthly and adhoc reports on access transactions and access provisioning to support business unit’s needs and for audits checks.
• To ensure all telephone and email etiquette is professional and adhered to at all times, including the answering of calls and emails using the appropriate greeting and sign off

Personal Specification

• Operating experience of industry standard integrated security solutions (eg, CCTV
• An excellent working knowledge of all processes and procedures associated with a manned Security Operation Centre (SOC) including incident response, CCTV and, tremote access, and key-holding.
• Previous achievement of performance targets and driving performance through utilising metrics
• A decisive and assertive decision maker
• Solid command of written and spoken English
• Experience of monitoring CCTV
• Experience of working within a demanding fast-paced environment
• Strong communication skills, both verbal and written, and customer service skills
• SIA Licence holder – CCTV & Guarding. (Training can be provided)
• Ability to work under pressure
• Experience of team working
• Reliable, flexible and discreet
• Experience of working in a controlled environment
• Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
• Ability to accurately follow detailed processes
• Ability to build and maintain relationships with a strong teamwork ethic
• A positive attitude and ability to deal with pressure professionally
• Good working knowledge of Microsoft Office, Outlook, Word and Excel

Expected salary

Location

Coventry

Job date

Fri, 25 Jul 2025 06:40:52 GMT

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