Incident Response Centre Operator

Mitie Cleaning & Hygiene Services; Coventry; On-site; GBP 17,000 - 24,000; Full time

Benefits offered by this job

Flexible benefits

Virtual GP

Salary Finance

MiDeals discounts

Cycle-to-work

Job summary

Mitie Cleaning & Hygiene Services is seeking an Incident Response Centre Operator (IRC) in Coventry. You will manage real-time incidents, monitor CCTV, and support stores during live events, with a 4-on/4-off shift pattern including days, nights and weekends.

The role requires strong communication, ability to work in a fast-paced environment, and solid IT skills to operate multiple systems. You will work in line with IRC procedures and contractual obligations, ensuring timely, professional

Qualifications

• Strong communication skills for handling calls professionally.
• Experience in fast-paced environments with multiple tasks.
• Attention to detail when recording information and completing reports.
• Ability to follow defined processes and procedures accurately.
• Good IT skills and ability to use multiple systems simultaneously.

Responsibilities

• Operate end-to-end real-time incident handling, monitoring CCTV and following policies.
• Answer incoming calls from stores, manage incidents and gather information.
• Monitor CCTV in real time and coordinate with stores during live incidents.
• Escalate incidents using defined processes to appropriate teams.
• Record all incidents and actions in internal systems.
• Provide professional service to stores with clear communication and support.

Skills

Communication skills

Calm under pressure

Attention to detail

Follow processes

IT skills

Decision making

Tools

CCTV systems

Incident management platforms

Job description

Better places, thriving communities.

Job Reference Number: 107759

Job title

Incident Response Centre Operator (IRC)

Where

Coventry - Ansty Park

When

We're looking to get the right people into the team ASAP

Hours

4 on 4 off shift pattern, working Days, Nights & Weekends

Hourly Rate

£14.66

Role Responsibilities

As an Incident Response Centre Operator, you will be responsible for the end-to-end operation of real-time incidents as they occur, including active monitoring of CCTV, in line with Mitie and the clients' policies and procedures.

Key Responsibilities – IRC Operator

• Answer incoming calls from stores and other locations, handling each call efficiently and in line with performance targets (KPIs).
• Manage incidents from start to finish, including gathering information, completing incident reports, and compiling evidence packs in line with IRC processes.
• Monitor CCTV in real time and maintain clear communication with stores during live incidents to support effective resolution.
• Follow defined escalation processes to ensure incidents are passed to the appropriate teams when required.
• Accurately record all incidents and actions taken within an internal system.
• Deliver a consistent, professional service to store colleagues, always ensuring clear communication and appropriate support.
• Work in line with IRC Standard Operating Procedures to ensure tasks are completed correctly and within required timeframes.
• Carry out all duties in line with company policies, legal requirements, and contractual obligations.
• Complete time-critical tasks as directed by the client or management team, ensuring deadlines are met.

Person Specification – IRC Operator

Essential Skills & Experience

• Strong communication skills, with the ability to remain calm, clear, and professional on calls
• Experience of working in a fast-paced environment, handling multiple tasks at once
• Good attention to detail when recording information and completing reports
• Ability to follow processes and procedures accurately
• Good IT skills, including the ability to use multiple systems at the same time
• Ability to make decisions quickly using the information available

Desirable Skills & Experience

• Previous experience in a call handling, control room, or security environment
• Experience of working with CCTV systems or incident management platforms
• Understanding of escalation processes or emergency response procedures
• Valid SIA CCTV Operator Licence

Personal Attributes

• Calm under pressure, especially during live incidents
• Reliable and able to work independently as well as part of a team
• Organised and able to prioritise tasks effectively
• Professional and respectful when dealing with colleagues and stakeholders
• Willing to learn and adapt to new processes or systems

Other Requirements

• Able to work shifts, including evenings, weekends, and bank holidays
• Committed to following company policies, procedures, and compliance requirements

Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we'll give you a link to our flexible benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.

Life cover is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants. We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there's a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we'll give you a link to our flexible benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.

Life cover is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants. We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there's a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

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