Control Room Operator: Alarm Response & Incident Tracking

Mitie Group plc.; Craigavon; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Competitive salary

On-site parking

Training and progression

Overtime opportunities

Online GP and health benefits

Share options and shopping discounts

Job summary

Mitie Group plc. is seeking a Control Room Operator to join the team at Lurgan, Craigavon. You will respond to alarms, manage calls, and support customer sites with testing and incident reporting.

The role requires familiarity with Microsoft Office and strong interpersonal skills. Flexible, reliable, and capable of working as part of a team are essential attributes for this busy control room environment.

Qualifications

• Previous switchboard/call centre experience is desirable.
• Must have good knowledge of Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Ability to work in a fast-paced environment and manage workload to meet deadlines.
• Willingness to learn and develop with a high level of commitment and professionalism.

Responsibilities

• Managing incoming and outbound calls in a timely and efficient manner.
• Placing clients' sites on test for alarm systems (e.g., Fire Alarm Testing).
• Remain calm during genuine incidents and document details for emailing to relevant people.
• Capture and log all alarm-related details in incident reports and send to clients.
• Ensure correct procedures are followed and work as part of a team to meet targets.
• Become primary operator for key accounts (e.g., NBS, FUJI, RR, SAINS, EE).
• Carry out proactive monitoring for specific clients and ad hoc tasks (camera checks, audio checks).
• Operate access control systems using intercoms and client passwords.

Skills

Customer service

Microsoft Office

Interpersonal skills

Teamwork

Tools

Call center software

Job description

Mitie Group plc. is seeking a Control Room Operator to join the team at Lurgan, Craigavon. You will respond to alarms, manage calls, and support customer sites with testing and incident reporting.

The role requires familiarity with Microsoft Office and strong interpersonal skills. Flexible, reliable, and capable of working as part of a team are essential attributes for this busy control room environment.