At a Glance
- Tasks: Monitor real-time incidents and manage calls efficiently in a fast-paced environment.
- Company: Join Mitie, the UK's leading facilities management company with a diverse team.
- Benefits: Flexible benefits, virtual GP, financial wellbeing assistance, and high street discounts.
- Other info: Great career progression opportunities and recognition through Mitie Stars.
- Why this job: Make a real impact by handling live incidents and supporting your team.
- Qualifications: Strong communication skills and ability to stay calm under pressure.
The predicted salary is between 30000 - 40000 £ per year.
Where: Coventry - Ansty Park
When: We're looking to get the right people into the team ASAP
Hours: 4 on 4 off shift pattern, working Days, Nights & Weekends
Role Responsibilities
As an Incident Response Centre Operator, you will be responsible for the end-to-end operation of real-time incidents as they occur, including active monitoring of CCTV, in line with Mitie and the clients' policies and procedures.
Key Responsibilities - IRC Operator
- Answer incoming calls from stores and other locations, handling each call efficiently and in line with performance targets (KPIs).
- Manage incidents from start to finish, including gathering information, completing incident reports, and compiling evidence packs in line with IRC processes.
- Monitor CCTV in real time and maintain clear communication with stores during live incidents to support effective resolution.
- Follow defined escalation processes to ensure incidents are passed to the appropriate teams when required.
- Accurately record all incidents and actions taken within an internal system.
- Deliver a consistent, professional service to store colleagues, always ensuring clear communication and appropriate support.
- Work in line with IRC Standard Operating Procedures to ensure tasks are completed correctly and within required timeframes.
- Carry out all duties in line with company policies, legal requirements, and contractual obligations.
- Complete time-critical tasks as directed by the client or management team, ensuring deadlines are met.
Person Specification - IRC Operator
Essential Skills & Experience
- Strong communication skills, with the ability to remain calm, clear, and professional on calls.
- Experience of working in a fast-paced environment, handling multiple tasks at once.
- Good attention to detail when recording information and completing reports.
- Ability to follow processes and procedures accurately.
- Good IT skills, including the ability to use multiple systems at the same time.
- Ability to make decisions quickly using the information available.
Desirable Skills & Experience
- Previous experience in a call handling, control room, or security environment.
- Experience of working with CCTV systems or incident management platforms.
- Understanding of escalation processes or emergency response procedures.
Personal Attributes
- Calm under pressure, especially during live incidents.
- Reliable and able to work independently as well as part of a team.
- Organised and able to prioritise tasks effectively.
- Professional and respectful when dealing with colleagues and stakeholders.
- Willing to learn and adapt to new processes or systems.
Other Requirements
- Able to work shifts, including evenings, weekends, and bank holidays.
- Committed to following company policies, procedures, and compliance requirements.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition and need us to make any reasonable adjustments, please let us know.
Since 1987, Mitie's 80,000 employees have been maintaining companies globally. We are the UK's leading facilities management and professional services company.
Join our Mitie Team. Together our diversity makes us stronger.
Live Incident Response Operator in Coventry employer: Mitie
Mitie is an exceptional employer located in Coventry, offering a dynamic work environment for Incident Response Centre Operators. With a strong focus on employee growth, we provide extensive training and development opportunities, alongside a flexible benefits scheme that allows you to tailor your perks to suit your lifestyle. Our inclusive culture, commitment to employee recognition through initiatives like Mitie Stars, and access to high street discounts make us a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Live Incident Response Operator in Coventry
✨Tip Number 1
Get familiar with the role! Dive into the specifics of being an Incident Response Centre Operator. Understand the key responsibilities and skills required, so you can speak confidently about them during interviews.
✨Tip Number 2
Practice your communication skills! Since you'll be handling calls and managing incidents, it’s crucial to stay calm and clear. Try role-playing scenarios with friends or family to get comfortable with the pressure.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the company culture and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, you’ll have access to all the latest job openings and updates directly from us at StudySmarter.
We think you need these skills to ace Live Incident Response Operator in Coventry
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight the skills and experiences that match the role of an Incident Response Centre Operator. We want to see how your background aligns with our needs, so don’t hold back!
Show Off Your Communication Skills:Since this role involves handling calls and managing incidents, it’s crucial to demonstrate your strong communication abilities. Use clear and concise language in your application to reflect how you’d handle real-time situations.
Highlight Relevant Experience:If you've worked in a fast-paced environment or have experience with CCTV systems, make sure to mention it! We love seeing candidates who can bring relevant skills to the table, so don’t forget to include those details.
Apply Through Our Website:We encourage you to submit your application through our website for the best chance of being noticed. It’s straightforward and ensures your application goes directly to us, making it easier for you to join our team!
How to prepare for a job interview at Mitie
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the responsibilities of a Live Incident Response Operator. Familiarise yourself with incident management processes, CCTV monitoring, and escalation procedures. This will help you answer questions confidently and demonstrate your knowledge.
✨Stay Calm and Collected
Given the nature of the role, it's crucial to show that you can remain calm under pressure. During the interview, practice answering questions in a composed manner, even if they are challenging. This will reflect your ability to handle real-time incidents effectively.
✨Showcase Your Communication Skills
Strong communication is key for this position. Prepare examples from your past experiences where you successfully managed calls or communicated during high-pressure situations. Highlight how you maintained professionalism and clarity, as this will resonate well with the interviewers.
✨Demonstrate Your IT Proficiency
Since the role involves using multiple systems simultaneously, be ready to discuss your IT skills. Bring up any relevant experience with incident management platforms or CCTV systems. If you have specific examples of how you've used technology to improve efficiency, share those too!
