Incident Response Centre Supervisor

Join to apply for the Incident Response Centre Supervisor role at Mitie Cleaning & Hygiene Services Location: Coventry – Ansty Park Hours: 4 on 4 off, 12‑hour shift patterns of day/late night shifts Rate: £14.91 per hour Job objectives and responsibilities Lead Incident Response Centre (IRC) Operators to support colleagues across the client's network by creating a safe and secure environment. Serve as incident commander for all out‑of‑hours emergency, security and protester incidents at all Sainsbury's Corporate Locations. Lead ad‑hoc projects as designated by senior management or the client on time and to the required high standard. Ensure all staff are fully trained in all aspects of the security functions of the IRC and keep detailed training records up to date. Enable corporate, store and depot teams to make their locations a safe place to work and visit. Lead IRC Operatives to process incoming telephone calls, CCTV and Access Control requests. Monitor the Horizon platform to ensure Sainsbury's colleagues are safe and secure when travelling globally on business. Lead the end‑to‑end management of real‑time incidents, including active CCTV monitoring, in line with Mitie and client policies and procedures. Accurately report, review, and appropriately escalated all reported Sainsbury's incidents. Main duties Deliver results for the identified area that meets or exceeds budget and service delivery requirements. Supervise IRC Operatives on a day‑to‑day basis. Manage the IRC email inbox. Plan weekly capacity with the IRC Manager, adjusting daily as needed, to efficiently deploy people, equipment and systems. Monitor workflow to minimise downtime, duplication and wasted effort through daily huddles. Ensure excellent management of customer incidents and thorough handovers between shifts. Generate daily, weekly, monthly and ad‑hoc reports on access transactions and provisioning for audits and business needs. Receive and respond to travel advice updates and send welcome packs to Sainsbury's colleagues. Demonstrate a thorough understanding of all IRC systems to guide the team’s responses. Meet target guidelines for responding to customer calls and requests to deliver an excellent customer experience. Maintain compliance with GDPR and all company and client quality standards. Implement protective actions to minimise non‑compliance. Lead the team in line with company values and behaviours, exceeding client expectations. Report incidents outside of normal experience or control to the IRC Manager per specified actions. Collaborate with other support functions to ensure effective workflow and timely delivery. Involve the team in problem solving, workflow creation and improvement ideas. Proactively manage performance and attendance, organising daily huddles, 1‑to‑1s and performance reviews. Coach team members to achieve processing performance through technical capability. Complete ad‑hoc projects assigned by the IRC Manager to high quality standards. Personal Specification Excellent knowledge of all processes and procedures in a manned Security Operations Centre (SOC). Experience with industry standard integrated security solutions (CCTV, Access Control, Alarm Management). Proven ability to achieve SLAs, identify gaps and implement improvement solutions. Track record of meeting performance targets and driving performance through metrics. Excellent report‑writing and analytical skills with strong attention to detail. Computer literate – proficient in Microsoft Office and bespoke software. Relevant industry experience demonstrating an understanding of SOC requirements. Ability to lead and motivate a diverse team to provide excellent customer service. Decisive and assertive decision maker. Strong relationship‑building skills and teamwork ethic. Good educational background with solid command of written and spoken English. Experience working in a demanding, fast‑paced environment. SIA Licence holder – CCTV & Guarding (training can be provided). Reliable, flexible and discreet. Ability to work under pressure in a controlled environment. Excellent organisational skills to coordinate multiple priorities and meet tight deadlines. Strong focus on accurate process following. Positive attitude and professional pressure handling. Benefits Virtual GP for you and household members. Salary Finance scheme – access 50% of earned pay before payday and competitive loans. Flexible benefits platform – Choose from dental insurance, dining cards, coffee clubs, technology products, and more. Access to high‑street discounts through MiDeals and a cycle‑to‑work scheme. Life cover: greater of annual salary or £10,000. Save‑as‑you‑earn scheme. Mitie Matching Share Plan. Mitie Stars reward programme – cash prizes each month and a £10,000 top prize. Extensive training and development opportunities with a wide selection of learning resources. 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 reasonable adjustments, please let us know by emailing us. #J-18808-Ljbffr