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: 30 hours a week minimum, 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