Incident Response Centre Operator in Rugby

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

• 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.
• Valid SIA CCTV Operator Licence.

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.

Benefits

We have a market‑leading flexible benefits scheme that includes a virtual GP, financial wellbeing assistance through our Salary Finance scheme, and a flexible benefits platform (Choices) where you can customise benefits such as dental insurance, dining, coffee clubs, technology products and more. You’ll also have access to high‑street discounts through our MiDeals platform, a cycle‑to‑work scheme, life cover of the greater of your equivalent annual salary or a minimum of £10,000, a save‑as‑you‑earn scheme, and a Mitie Matching Share Plan. Recognition is rewarded through our Mitie Stars programme, which offers cash prizes each month and a chance to win a top prize of £10,000 at year‑end. Career progression is a top priority, with diverse training and development opportunities available through a wide selection of learning resources.