Live Incident Operator — 4 on 4 off, CCTV Expert

Mitie; Coventry; On-site; GBP 17,000 - 24,000; Full time

Benefits offered by this job

Flexible benefits platform Choices

Virtual GP for employee & household

Salary Finance – access earned pay

MiDeals discounts

Cycle-to-work

Life cover

Mitie Stars recognition

Job summary

Mitie in Coventry (Ansty Park) is seeking an Incident Response Centre Operator to manage real-time incidents. You will monitor CCTV, respond to live incidents, gather information, compile reports, and escalate as needed, while keeping stores informed and adhering to IRC SOPs.

The role requires strong communication, calmness under pressure, and the ability to work across day, night and weekend shifts. An SIA CCTV Operator Licence is essential.

Qualifications

• Strong communication skills and ability to remain calm and professional on calls.
• Experience in a fast-paced environment handling multiple tasks.
• Good 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.
• Valid SIA CCTV Operator Licence.

Responsibilities

• Answer incoming calls from stores and locations and handle them to meet KPIs.
• Manage incidents end-to-end, gather information, complete incident reports, and compile evidence packs.
• Monitor CCTV in real time and communicate with stores during live incidents.
• Follow escalation processes to route incidents to appropriate teams.
• Accurately record all incidents and actions in internal systems.
• Deliver a professional, consistent service to store colleagues and stakeholders.
• Work in line with IRC SOPs and deadlines.
• Comply with company policies, legal requirements, and contractual obligations.

Skills

Clear communication

Calm under pressure

Fast-paced environment

Attention to detail

IT systems proficiency

Decision making

SIA CCTV Operator Licence

Tools

CCTV systems

Incident management platforms

Job description

Mitie in Coventry (Ansty Park) is seeking an Incident Response Centre Operator to manage real-time incidents. You will monitor CCTV, respond to live incidents, gather information, compile reports, and escalate as needed, while keeping stores informed and adhering to IRC SOPs.

The role requires strong communication, calmness under pressure, and the ability to work across day, night and weekend shifts. An SIA CCTV Operator Licence is essential.