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# Incident Response Operator

- **Company:** Silverwood Recruitment
- **Location:** Lurgan, UK
- **Salary:** £29,078.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft Office, Microsoft PowerPoint
- **Published:** August 4, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=c511b5760cf29891

## About the Role

This role is ideal for someone who thrives under pressure, delivers excellent customer service, and has a sharp eye for detail when responding to critical incidents., * Previous switchboard or call centre experience (desirable).

 * Confident using Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
 * Excellent communication and interpersonal skills.
 * Calm and methodical under pressure.
 * Strong organisational skills with the ability to manage workload effectively.
 * A proactive, professional, and team-focused attitude.
 * Willingness to learn and develop within the role.

Requirements

 * 5-year checkable employment history.
 * Must successfully pass a PSNI check in line with BS5979 and BS7858 screening standards.
 * Applicants who have been unsuccessful at interview for the same grade role within the past 6 months will not be considered., If you're a confident communicator who enjoys a challenge and thrives in a busy environment - we'd love to hear from you.

## Description

* Respond to alarms promptly and accurately, ensuring correct escalation procedures are followed.
 * Handle inbound and outbound calls in a professional and efficient manner.
 * Place client sites on test for alarm systems (e.g. fire alarm testing).
 * Accurately record incidents and compile detailed reports for clients.
 * Monitor CCTV, audio, and alarm systems proactively for specific client sites.
 * Operate access control systems and intercoms using client passwords.
 * Work collaboratively as part of a close-knit team to achieve operational KPIs.
 * Become a primary operator for key accounts, delivering service excellence at all times.


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