Incident Response Centre Operator
| Dyddiad hysbysebu: | 23 Gorffennaf 2025 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 22 Awst 2025 |
| Lleoliad: | CV7 9RD |
| Cwmni: | Mitie |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 79704 |
Crynodeb
Job title: Relief 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