Incident Response Centre Operator

Description

• 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.
• 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
• Responsible for processing incoming telephone calls, requests for CCTV.
• 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
• Enabling our security teams to make their buildings a safe place to work and visit.
• To ensure all services conducted are compliant to all Company, contractual, legislative, statutory and local requirements
• Covering the IRC Supervisor position when on rest
• Delivery of time critical tasks as directed by the client and contracts senior management team
• Input of security and crime incident data into the central database.
• Responsible for providing outstanding support and customer service for the clients colleagues
• 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 deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:
• Responsible for Incident Reports from multiple Sainsbury's locations
• Responding and actioning all emails in the IRC mailbox.
• To provide a level of service that meets customer care requirements and to safely manage all activities
• Responding to calls from the clients stores and other locations
• Reactive live CCTV monitoring and constant communication with locations during a live incident
• Monitoring of CCTV systems (Cathexis Carbon) across Sainsbury's Stores.
• Management of escalation processes in line with IRC process.

Requirements

• Experience of working in a controlled environment
• Experience of working within a demanding fast-paced environment
• Good working knowledge of Microsoft Office, Outlook, Word and Excel
• SIA Licence holder - CCTV & Guarding. (Training can be provided)
• Ability to accurately follow detailed processes
• A positive attitude and ability to deal with pressure professionally
• Experience of team working
• Solid command of written and spoken English
• Call handling in line with current KPI
• Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
• 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.
• Experience of monitoring CCTV
• Compliance to all IRC Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs)
• Operating experience of industry standard integrated security solutions (eg, CCTV
• Previous achievement of performance targets and driving performance through utilising metrics
• Strong communication skills, both verbal and written, and customer service skills
• Ability to build and maintain relationships with a strong teamwork ethic
• Ability to work under pressure
• Reliable, flexible and discreet

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance