Incident Response & CCTV Controller – Shift-friendly

Mitie Group; Ansty CP; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Flexible benefits

Virtual GP

Salary Finance

Choices benefits platform

MiDeals discounts

Cycle-to-work

Job summary

Mitie Group plc. is seeking an Incident Response Centre Operator to manage real-time incidents with CCTV monitoring and live communications. You will handle calls from stores, gather information, and ensure timely incident closure in line with IRC processes.

The role requires strong communication, calmness under pressure, and precise documentation. It involves shift work, including evenings, weekends, and bank holidays, with a market-leading flexible benefits scheme.

Qualifications

• Strong communication skills, remain calm and professional on calls.
• Experience in fast-paced environments handling multiple tasks.
• Attention to detail when recording information and completing reports.
• Ability to follow processes and procedures accurately.
• Good IT skills and ability to use multiple systems simultaneously.
• Ability to make quick decisions with available information.

Responsibilities

• Oversee end-to-end operation of real-time incidents, including CCTV monitoring.
• Answer incoming calls from stores and locations, handling them efficiently and meeting KPIs.
• Manage incidents from start to finish, gather information, complete reports and compile evidence.
• Monitor CCTV in real time and maintain clear communication with stores during live incidents.
• Follow escalation processes to route incidents to the correct teams.
• Record all incidents and actions taken within internal systems.
• Deliver a professional service to store colleagues and stakeholders.

Skills

Clear communication

Calm under pressure

Fast-paced environment

Attention to detail

Process discipline

IT systems proficiency

Decision making

Tools

CCTV systems

Incident management platforms

Job description

Mitie Group plc. is seeking an Incident Response Centre Operator to manage real-time incidents with CCTV monitoring and live communications. You will handle calls from stores, gather information, and ensure timely incident closure in line with IRC processes.

The role requires strong communication, calmness under pressure, and precise documentation. It involves shift work, including evenings, weekends, and bank holidays, with a market-leading flexible benefits scheme.