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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