Incident Response Centre Operator

Job title

Incident Response Centre Operator

Where

Coventry – Ansty Park

When

We\’re looking to get the right person into the team ASAP

Hours

4 on 4 off shift pattern, working Days, Nights & Weekends

Job 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.

Benefits

Our market‑leading flexible benefits scheme provides you with benefits that suit your lifestyle. We have a virtual GP on hand for you and members of your household so you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme; for example, you could access 50 % of your earned pay before payday for a small fee. Salary Finance also offers competitive loans. When you join us, we’ll give you a link to our flexible benefits platform, Choices, which lets you customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, technology products at an affordable cost and much more! We give you access to high street discounts from thousands of well‑known retailers, gyms and more through our MiDeals platform, and we have a cycle‑to‑work scheme. Life cover is the greater of your equivalent annual salary or a minimum of £10,000, giving peace of mind for your dependants. We also offer a save‑as‑you‑earn scheme and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie). We award our employees with Mitie Stars as recognition for their hard work; there are monthly cash prizes and a chance to win a top prize of £10,000 each year. Our success is a direct result of the experience and quality of our people, so progressing your career is a top priority. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

Inclusive Recruitment

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .

About Us

Since 1987, Mitie’s 80,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team

Together our diversity makes us stronger.