Monitoring & Incident Response Operator

Mitie Cleaning & Hygiene Services; Lurgan; On-site; GBP 26,000 - 30,000; Full time

Benefits offered by this job

On-site parking

Comprehensive benefits package

Online GP services

Retail discounts via MiDeals/Mitie

Salary Finance scheme

Mitie Stars recognition

Job summary

Mitie Cleaning & Hygiene Services is seeking a Customer Support Operator in Lurgan. You will handle high volumes of calls, use monitoring software to ensure compliance, and work with a national team to report incidents in real time. The role emphasizes safety, collaboration, and accuracy.

Applicants should have a clean 5-year history and pass PSNI/BS7858 checks. Proficiency in Microsoft Office and a proactive mindset are essential for success in a fast-paced environment with strong teamwork.

Qualifications

• Must have a 5-year checkable history and pass PSNI screening (BS5979/BS7858).
• Proficient with Microsoft Office suite (Outlook, Word, Excel, PowerPoint).
• Able to work in a fast-paced environment and in a team.

Responsibilities

• Manage high volumes of incoming and outgoing calls with clients and branches.
• Utilise software to maintain monitoring and compliance standards.
• Collaborate with the monitoring team across branches nationally.
• Follow incident reporting and real-time monitoring procedures.
• Communicate effectively with team members and others.
• Adhere to Health & Safety policies and procedures.
• Undertake additional duties as required by management.
• Comply with IS) 27001 standards and procedures.
• Meet individually set KPIs and stay updated on system changes.

Skills

Telephone handling

Microsoft Office

Teamwork

Attention to detail

Tools

Monitoring software

Job description

Better places, thriving communities.

Job Title: Customer Support Operator

Mitie was founded in 1987, Mitie is the UK's leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools, and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there's no limit to what you can achieve if you work for us.

Where: Mitie | 1st Floor, Unit 9 Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY

Hours: 4 on 4 off working rotating shift patterns (6am-6pm, 11am-11pm and 6pm-6am)

Salary: £13.45 p/h Uplifts apply to unsociable hours worked

What is in it for you?

• A competitive salary
• A friendly and supportive team
• Training, career development & progression
• Overtime opportunities
• A great selection of benefits incl. access to on-line GP services, share options and discounts across thousands of retailers.
• Free on-site parking
  
  

Main Duties

• Managing high levels of incoming and outgoing telephone calls to both clients and branches.
• Utilise software to ensure the required monitoring and compliance standards are met.
• Work as part of a monitoring team liaising with different branches nationally.
• Follow correct procedures for incident reporting and real time monitoring.
• Work as part of a team, communicating effectively with team members and others.
• To carry out work in a safe and diligent manner and also comply with all Health & Safety policies and procedures.
• To undertake additional duties in line with management requests as required.
• Comply with IS) 27001 standards and procedures.
• Meeting individually set KPIs.
• Stay current with system information, changes, and updates.
  
  

What We Are Looking For

• Must have excellent interpersonal skills and be able to work on own initiative and as part of a team.
• Ability to work in a fast-paced environment.
• Ability to manage workload to meet team deadlines.
• A willingness to learn and develop and show high level of commitment and professionalism.
• Must have knowledge of Microsoft Office, Outlook, Word, Excel and PowerPoint.
  
  

Desired Experience

• Alarm receiving centre
• Call centre
• Customer service
  
  

Essential

Applicants must have a 5-year checkable history.

You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.

Please note: We do not accept applications from anyone who has been unsuccessful at interview for the same grade role in the past 6 months.

We will consider flexible working requests from day one of employment.

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.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .

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.

• Apply Now
  
  

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