Job title: Incident Response Centre Operator (IRC)
Where: Coventry - Ansty Park
When: We're looking to get the right people into the team ASAP
Hours: 4 on 4 off shift pattern, working Days, Nights & Weekends
Role Responsibilities
As an Incident Response Centre Operator, you will be responsible for the end-to-end operation of real-time incidents as they occur, including active monitoring of CCTV, in line with Mitie and the clients' policies and procedures.
Key Responsibilities – IRC Operator
- Answer incoming calls from stores and other locations, handling each call efficiently and in line with performance targets (KPIs).
- Manage incidents from start to finish, including gathering information, completing incident reports, and compiling evidence packs in line with IRC processes.
- Monitor CCTV in real time and maintain clear communication with stores during live incidents to support effective resolution.
- Follow defined escalation processes to ensure incidents are passed to the appropriate teams when required.
- Accurately record all incidents and actions taken within an internal system.
- Deliver a consistent, professional service to store colleagues, always ensuring clear communication and appropriate support.
- Work in line with IRC Standard Operating Procedures to ensure tasks are completed correctly and within required timeframes.
- Carry out all duties in line with company policies, legal requirements, and contractual obligations.
- Complete time-critical tasks as directed by the client or management team, ensuring deadlines are met.
Person Specification – IRC Operator
Essential Skills & Experience
- Strong communication skills, with the ability to remain calm, clear, and professional on calls
- Experience of working in a fast-paced environment, handling multiple tasks at once
- Good attention to detail when recording information and completing reports
- Ability to follow processes and procedures accurately
- Good IT skills, including the ability to use multiple systems at the same time
- Ability to make decisions quickly using the information available
Desirable Skills & Experience
- Previous experience in a call handling, control room, or security environment
- Experience of working with CCTV systems or incident management platforms
- Understanding of escalation processes or emergency response procedures
- Valid SIA CCTV Operator Licence
Personal Attributes
- Calm under pressure, especially during live incidents
- Reliable and able to work independently as well as part of a team
- Organised and able to prioritise tasks effectively
- Professional and respectful when dealing with colleagues and stakeholders
- Willing to learn and adapt to new processes or systems
Other Requirements
- Able to work shifts, including evenings, weekends, and bank holidays
- Committed to following company policies, procedures, and compliance requirements
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.
