Intelligence and Incident Response Team Co-ordinator

Wilson James; Milton Keynes; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading security services provider in Milton Keynes is seeking an Intelligence and Incident Response Team Coordinator. The role involves managing incident responses and ensuring compliance with company standards. Ideal candidates will possess incident management experience, strong customer service skills, and the ability to remain calm under pressure. The position offers full-time hours with several lifestyle and health benefits, alongside opportunities for professional development.

Benefits

Annual leave entitlement of 5.6 weeks

Lifestyle benefits including financial advice

Health and wellbeing support

Access to an online GP

Discounts on various retail sites

Qualifications

• Experience in incident management and call center operations.
• Proven ability to deliver excellent customer service.
• Ability to think quickly in emergencies or under pressure.

Responsibilities

• Manage incidents due to alarm activations at Head Office and Retail.
• Be the first point of contact for escalation.
• Respond to alarms and customer inquiries promptly.

Skills

Incident management experience

Customer service skills

Analytical thinking

Calm under pressure

Communication skills

Tools

Microsoft Office

CCTV systems

Job description

Intelligence and Incident Response Team Coordinator

Permanent
Location: Milton Keynes
Hours: Full Time, 45 hours per week, 5 days a week
Pay: £14.02 per hour

Join Our Team as an Intelligence and Incident Response Team Coordinator !

Are you looking to start your career in the Security and Intelligence industry? This is a fantastic opportunity to join a specialist Command Centre Team within our industry-leading Security Operations Centre (SOC), supporting one of our prestigious contract as an Intelligence and Incident Response Coordinator.

Working in a fast-paced and dynamic environment, the coordinator will be responsible for responding to and managing alarm activity, supporting incident resolution, and ensuring compliance with both Wilson James and Santander standards. This role is ideal for someone analytical, compliance-led, and calm under pressure, with strong customer service and communication skills.

If you're a motivated individual with a keen eye for detail and a passion for operational security, we want to hear from you.

About the Role:

As an Intelligence and Incident Response Team Coordinator you will be responsible for:

• Responsible for the incident management of both the Head Office and Retail Estates as a result of alarm activations.
• The first port of call for all internal and external escalation.
• Working alongside our client Security Management (Strategic partners)
• Respond to all alarms and customer calls within strict target guidelines.
• Following appropriate training will demonstrate a competent understanding of the systems used in the SCC.
• Proactively be part of team-based problem-solving activities.
• Respond quickly to customer requests for information and action.

Why Join Us?

• Annual leave entitlement of 5.6 weeks
• Lifestyle Benefits - Mortgage and financial advice, vouchers for various shopping outlets and food stores, employee referral scheme.
• Learning & Development - we actively encourage progression and offer various eLearning courses, progression, training whilst on site, apprenticeships, and in-house training courses.
• Health and Wellbeing - Life assurance scheme, access to mental health support specialists
• Access to an Online GP for you and your dependents.
• Financial support
• Discounts on hundreds of retail sites
• Cycle to Work scheme

What we are looking for:

• Incident management experience
• Call centre experience.
• Be able to promote and deliver excellent customer service.
• T. Skills and proficient in Microsoft Officer tools and applications.
• Demonstrate the ability to think and act quickly in emergencies or under pressure.
• CCTV licence is essential but willing to put the right person through for training

*This position is a Monday to Friday role, with a Saturday every 3 weeks. Once training is completed and competency is evident the candidate will join the on call rotation for out of hours support.

Interested? Apply now and secure your future with us!
Please be aware that, on occasion, we may close a vacancy earlier than the advertised deadline if we receive a high volume of strong applications

Wilson James is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. A criminal conviction will not necessarily be a bar to obtaining a position, however each case will be assessed on an individual basis. For information about Wilson James' commitment to Equality, Diversity and Inclusion, https://wilsonjames.co.uk/sustainability
Wilson James have been raising standards in security, construction logistics, aviation services, and technology for over 30 years. With 5,000 employees and a presence across over 300 client sites all over the UK, we are dedicated to delivering tailored solutions and top-tier customer service. As a leading managed service provider, we prioritise safety, efficiency, and customer satisfaction. Joining Wilson James offers the excitement of working with diverse, vibrant clients, making for a dynamic and engaging workplace.

Internal Applicants
At Wilson James, we support career growth and offer internal mobility to help employees explore new roles and advance within the company. Committed to promoting from within, we provide clear career pathways and continuous skill development. Unlock your potential by applying for exciting internal opportunities and new challenge.