Incident Response Centre Relief Operator

Job title: Relief Incident Response Centre Operator

Where: Coventry - Ansty Park

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

Hours: 30 hours a week minimum, working Days, Nights & Weekends

Job objectives and responsibilities

• Enabling our security teams to make their buildings a safe place to work and visit.

• Responsible for processing incoming telephone calls, requests for CCTV.

• Responsible for Incident Reports from multiple Sainsbury's locations

• Responsible for the end-to-end management of real-time incidents as they occur, including active monitoring of CCTV, in line with Mitie and the clients policies and procedures.

• Monitoring of CCTV systems (Cathexis Carbon) across Sainsbury's Stores.

• Responding and actioning all emails in the IRC mailbox.

• Covering the IRC Supervisor position when on rest

Main duties

• To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:

• Responding to calls from the clients stores and other locations

• Call handling in line with current KPI

• Providing end to end incident management including evidence gathering, statement and incident report writing and collation of evidence packs in line with current IRC processes

• Reactive live CCTV monitoring and constant communication with locations during a live incident

• Management of escalation processes in line with IRC process.

• Input of security and crime incident data into the central database.

• To provide a level of service that meets customer care requirements and to safely manage all activities

• Responsible for providing outstanding support and customer service for the clients colleagues

• Compliance to all IRC Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs)

• To ensure all services conducted are compliant to all Company, contractual, legislative, statutory and local requirements

• Delivery of time critical tasks as directed by the client and contracts senior management team

• Complete ad-hoc projects as designated by senior management or the client on time and to the required high standard

• Generate daily/weekly/monthly and adhoc reports on access transactions and access provisioning to support business unit's needs and for audits checks.

• To ensure all telephone and email etiquette is professional and adhered to at all times, including the answering of calls and emails using the appropriate greeting and sign off

Personal Specification

• Operating experience of industry standard integrated security solutions (eg, CCTV

• An excellent working knowledge of all processes and procedures associated with a manned Security Operation Centre (SOC) including incident response, CCTV and, tremote access, and key-holding.

• Previous achievement of performance targets and driving performance through utilising metrics

• A decisive and assertive decision maker

• Solid command of written and spoken English

• Experience of monitoring CCTV

• Experience of working within a demanding fast-paced environment

• Strong communication skills, both verbal and written, and customer service skills

• SIA Licence holder - CCTV & Guarding. (Training can be provided)

• Ability to work under pressure

• Experience of team working

• Reliable, flexible and discreet

• Experience of working in a controlled environment

• Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines

• Ability to accurately follow detailed processes

• Ability to build and maintain relationships with a strong teamwork ethic

• A positive attitude and ability to deal with pressure professionally

• Good working knowledge of Microsoft Office, Outlook, Word and Excel