Security Response Centre Operator

4 months ago

Coventry, United Kingdom Mitie Full time

**Security Response Centre Operator**

**The Security Response Centre (SRC)**

The Security Response Centre (SRC) provides a crucial service within an international company including nationwide critical monitoring and surveillance service for fire, intruder and access control. The SRC is an incident management central point, primary in incident discovery and control ensuring due diligence is followed during escalation and control processes also instrumental in coordinating communication throughout an incident. The role is part of a dedicated central team who strive to deliver an exceptional customer focused provision 24 hours a day 365 days a year.

**SRC Operator responsibilities**
- Deliver an exceptional customer focussed service to all customer and colleagues. Dealing with difficult and sensitive situations in a respectful, diplomatic but authoritative manner, at all times ensuring consideration of equality and diversity.
- To provide a dedicated response to alarms and incidents occurring on EON sites within agreed timescales and use the CCTV systems installed to monitor multiple sites effectively, also responding to requests for CCTV data following an incident by authorised persons or external agencies
- Take responsibility for responding promptly to, and assessing emergency situations, using personal judgement, guided by agreed procedures and protocols, to make decisions and ensure that appropriate actions to keep buildings, customers and colleagues safe
- To follow agreed procedures and processes, and ICO-GDPR procedures to ensure compliance
- To complete accurate records of incidents and distribute according to agreed procedures
- To carry out system checks and report equipment faults and failure promptly to ensure that operational systems are maintained to a high standard
- To handle calls and enquiries via the 24hr security helpline correctly and log details of all calls or incidents being reported
- To work with system installers connecting sites into the SRC and carry out “walk test” to confirm that systems work effectively and correctly when alarming into the SRC
- To manage and support internal incident investigations, sometimes liaising with the police and other external agencies

**Knowledge and experience**
- Highly experienced in delivering exceptional customer service and experience
- Computer Literate
- Good understanding of GDPR and commercial sensitivity
- Able to understand and adhere to risk assessment, company policy and company specific protocols.

**The person**
- Able to work under pressure and use own initiative in an agile and pressured environment
- Proactive and committed to delivering excellence in all aspects of their work
- Diligent and ensures that commercial sensitivity is understood and maintained at all times
- Supports and promotes the Mitie brand and that of E.ON and acts in accordance with their principles
- Ability to work on own initiative and as part of a team
- Excellent attention to detail
- Ability to manage fluid and volatile situations in a dynamic and controlled manner
- Ability to manage expectation and needs of public authorities and internal stakeholders
- Flexible working attitude, willing to be a team player covering additional hours when required
- Able to work shifts if requested including nights, weekends and bank holidays.
- Has a full and clean driving licence
- Willingness to support the wider Facilities teams

Desirable
- Experienced in security control room environment
- Experienced in completing incident reports
- Knowledge of laws covering CCTV and the preservation of evidence
- A good working knowledge of the security industry including CCTV surveillance and risk awareness is desirable
- CCTV and SIA security Licensed (SIA Licence is essential)

Hours of work are 7am to 5pm Monday to Friday. Hourly rate of £10.76 per hour.

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