Incident Response Operator

• 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.

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.

Pulled from the full job description

• Employee discount
• Discounted gym membership, This position offers access to a market-leading flexible benefits scheme, including:
• Virtual GP access for you and your household.
• Salary Finance options, including early pay access and low-interest loans.
• Customisable benefits via the Choices platform (dental insurance, tech discounts, dining cards & more).
• High street and gym discounts via MiDeals.
• Cycle-to-work scheme.
• Life cover (minimum £10,000 or equivalent annual salary).
• Save-as-you-earn and share incentive plans.
• Monthly and annual employee recognition awards - with cash prizes up to £10,000!
• Ongoing training and career development opportunities.

Silverwood Recruitment are delighted to be recruiting for an experienced Control Room Operator to join a dynamic and fast-paced team within a leading facilities management environment.