Incident Response Centre Supervisor

Mitie Group plc.; Ansty CP; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading security company is seeking an Incident Response Centre Supervisor in Ansty Park, Coventry. The role involves leading IRC Operators, managing emergency incidents, and ensuring compliance with security standards. Candidates should have solid experience in incident response, team leadership, and exceptional report-writing skills. Benefits include flexible plans, life cover, and opportunities for career progression. The pay is £14.91 per hour with a shift pattern of 4 on 4 off. This is an excellent opportunity for a dedicated professional in a fast-paced environment.

Benefits

Flexible benefits scheme

Access to a virtual GP

High street discounts

Cycle-to-work scheme

Life cover

Mitie Matching Share Plan

Career progression opportunities

Qualifications

• Strong knowledge of manned Security Operations Centre processes.
• Ability to manage and lead a diverse team effectively.
• Demonstrated experience in incident response and customer service.

Responsibilities

• Lead IRC Operators and ensure a safe working environment.
• Act as Incident Commander for emergencies and manage incidents.
• Ensure compliance with GDPR and company standards.

Skills

Incident response

CCTV monitoring

Team leadership

Report writing

Analytical skills

Customer service

Education

Relevant industry experience

SIA Licence holder

Tools

Microsoft Office

Integrated security solutions

Job description

Incident Response Centre Supervisor

Where: Coventry - Ansty Park

When: We're looking to get the right person into the team

Hours: 4 on 4 off working 12‑hour shift patterns of days/late nights

Pay: £14.91 Per Hour

Job objectives and responsibilities

• Lead IRC Operators to support colleagues across the client's network by creating a safe and secure environment.
• Act as Incident Commander for all out of hours emergency, security and protester incidents at all Sainsbury's Corporate Locations.
• Lead ad‑hoc projects as designated by senior management or the client on time and to the required high standard.
• Ensure all members of staff are fully trained in all aspects of the security functions of the IRC and that training records are complete and up to date.
• Enable corporate, store and depot teams to make their locations a safe place to work and visit.
• Lead IRC Operatives to appropriately process incoming telephone calls, requests for CCTV and Access Control evidence.
• Monitor the Horizon platform to ensure Sainsbury's colleagues are safe and secure when travelling globally on business.
• Process incident reports from multiple Sainsbury's locations.
• Manage real‑time incidents, including active monitoring of CCTV in line with Mitie and the client's policies and procedures.
• Ensure all reported Sainsbury's incidents are accurately reported, reviewed and escalated appropriately.

Main duties

• Deliver results for the identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for day to day supervision of IRC Operatives.
• Manage the IRC email inbox.
• Work with the IRC Manager to plan capacity on a weekly basis (with daily amendments where necessary) through efficient deployment of people, equipment, systems and other resources.
• Monitor and control workflow within the team to ensure high capacity and minimal downtime, duplication and wasted effort through daily huddles.
• Ensure excellent management of customer incidents and comprehensive handover at the beginning and end of shifts.
• Generate daily/weekly/monthly and ad‑hoc reports on access transactions and provisioning to support business unit needs and audit checks.
• Respond to travel advice updates and send out welcome packs to any Sainsbury's colleague booked on the travel platform.
• Demonstrate an excellent understanding of all systems in use in the IRC, enabling team response to signals and messages.
• Ensure the team responds to all customer calls and requests within target guidelines and delivers an excellent customer experience at all times.
• Ensure compliance with GDPR and company and client quality standards; implement actions to protect the business and minimise non‑compliance.
• Lead the team in line with company values, fostering potential and exceeding client expectations.
• Report to the IRC Manager any incident outside of experience or control and follow all specified actions.
• Communicate with other support functions to ensure effective workflow and delivery within required timescales.
• Involve team in problem solving, workflow creation and improvement ideas to gain the best solutions and build engagement.
• Proactively manage the team to ensure high performance and attendance, including daily huddles, 1:1s and PDRs.
• Coach team members to achieve processing performance through technical capability.
• Complete ad‑hoc projects as designated by the IRC Manager on time and to a high standard of quality.

Personal Specification

• Excellent working knowledge of all processes and procedures associated with a manned Security Operations Centre (SOC), including incident response, CCTV and access control monitoring, access, remote access and key‑holding.
• Operating experience of industry standard integrated security solutions (e.g., CCTV, Access Control, Alarm Management).
• Experienced in achieving SLAs, identifying gaps against standards and implementing improvement solutions.
• Previous achievement of performance targets and driving performance through utilisation of metrics.
• Excellent report‑writing and analytical skills with sharp attention to detail.
• Computer literate with a variety of software, including Microsoft Office and bespoke software.
• Relevant industry experience – ability to demonstrate an understanding of SOC requirements and processes.
• Ability to lead and motivate a diverse team to provide excellent customer service.
• A decisive and assertive decision maker.
• Ability to build and maintain relationships with a strong teamwork ethic.
• Good educational background and a solid command of written and spoken English.
• Experience of working within a demanding fast‑paced environment.
• SIA Licence holder – CCTV & Guarding (training can be provided).
• Reliable, flexible and discreet.
• Experience of working in a controlled environment and ability to work under pressure.
• Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines.
• Ability to accurately follow detailed processes.
• A positive attitude and ability to deal with pressure professionally.

Benefits

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, allowing expert advice by video or phone without leaving your home. We offer financial wellbeing assistance through our Salary Finance scheme, including the ability to access 50% of your earned pay before payday for a small fee and competitive loans.

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 win a top prize of £10,000!

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