Incident Response Centre Supervisor

Better places, thriving communities.

Job title: Incident Response Centre Supervisor

Where: Coventry - Ansty Park

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

Hours: 4 on 4 off working 12-hour shift patterns of days/ late nights

Job Objectives And Responsibilities

• Leading IRC Operators to support colleagues across the client's network by creating a safe and secure environment.
• 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 members of staff are full trained in all aspects of the security functions of the IRC and full and detailed training records are complete and up to date at all times.
• Enabling corporate, store and depot teams to make their locations a safe place to work and visit.
• Responsible for leading IRC Operatives to appropriately to process incoming telephone calls, requests for CCTV and Access Control evidence.
• Responsible for monitoring of Horizon platform to ensure Sainsbury's colleagues are safe and secure when travelling globally on business.
• Responsible for leading IRC Operatives to process incident Reports from multiple Sainsbury's locations
• Responsible for leading 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.
• Ensure that all reported Sainsbury's incidents are accurately reported, reviewed and escalated appropriately
  
  

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:
• Day to day supervision of IRC Operatives
• Management of IRC email inbox.
• Work with the IRC Manager to plan capacity on a weekly basis (with daily amends where necessary) through the efficient deployment of people, equipment, systems and other available resources. Establish work priorities and match them to these resources
• Ensure workflow is monitored and controlled within the team to ensure capacity is high and downtime, duplication and wasted effort are minimised through use of daily huddles
• Ensure excellent management of customer incidents and ensuring a comprehensive handover is carried out at the beginning and end of shifts to allow the oncoming Supervisor to correctly follow the agreed processes
• Generate daily/weekly/monthly and adhoc reports on access transactions and access provisioning to support business unit's needs and for audits checks.
• Receiving and responding to travel advise updates and sending out welcome packs to any Sainsbury's colleague booked on the travel platform
• Demonstrate an excellent understanding of all systems in use in the IRC, enabling the team to respond appropriately to any signals or messages received and guide their team in doing the same
• Ensure the team respond to all customer calls and requests within target guidelines and give our customers an excellent customer experience at all times
• Ensure compliance with GDPR and Company and Client quality standards
• Where appropriate, implement actions to protect the business and minimise non-compliance at all times
• Lead the team in a way that is in line with company values and behaviours and leading the team to fulfil their potential and to exceed client's expectations
• Report to the IRC Manager any incident outside of experience or control and follow all actions as specified regard to issues arising during the course of their duties
• Work and communicate with other support functions as appropriate to ensure workflow is effective and delivers the right output in the right timescales
• Involve team in problem solving, workflow creation and improvement ideas to gain the best solutions whilst creating the buy in and engagement of team members
• Proactively manage the team to ensure high levels of performance and attendance including daily huddles, 121s and PDRs
• Coach team members to achieve processing performance through technical capability
• Complete ad-hoc projects as designated by the IRC Manager on time and to a high standard of quality
  
  

Personal Specification

• An excellent working knowledge of all processes and procedures associated with a manned Security Operations Centre (SOC) including incident response, CCTV and access control monitoring, access, remote access, and key-holding.
• Operating experience of industry standard integrated security solutions (eg, CCTV, Access Control, Alarm Management)
• Experienced in achieving SLAs, identifying gaps against standards, and implementing improvement solutions
• Previous achievement of performance targets and driving performance through utilising metrics
• Excellent report-writing and analytical skills with sharp attention to detail
• Computer literate with a variety of software, including Microsoft Office and bespoke software
• Relevant industry experience – ability to demonstrate an understanding of SOC requirements and processes
• Ability to lead and motivate a diverse team to provide excellent customer service
• A decisive and assertive decision maker
• Ability to build and maintain relationships with a strong teamwork ethic
• Good educational background and a solid command of written and spoken English
• Experience of working within a demanding fast-paced environment
• SIA Licence holder - CCTV & Guarding. (Training can be provided)
• Computer literate with a variety of software including Microsoft Office and relevant bespoke software
• Reliable, flexible and discreet
• Experience of working in a controlled environment and an ability to work under pressure
• Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
• Ability to accurately follow detailed processes
• A positive attitude and ability to deal with pressure professionally
  
  

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 72,000 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.

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Together our diversity makes us stronger.

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