SOC Operator

Job Title – SOC Operator
Job objectives and responsibilities
· Supporting colleagues across the clients network by creating a safe and secure environment
· Enabling store teams to make their store a safe place to work and shop
· Responsible for processing incoming telephone calls, requests for CCTV,
· Responsible for Incident Reports from multiple locations
Working hours
12 hour shifts - 2 days 7am-7pm and 2 nights 7pm-7am - 4 on 4 off.
Salary
£24,000 per annum
Location
Northampton
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:
· Responding to calls from the clients stores and other locations
· Call handling in line with current KPI
· Providing end to end incident management including evidence gathering, statement and incident report writing and collation of evidence packs in line with current SOC processes
· Proactive live CCTV monitoring driven by risk based deployment
· Reactive live CCTV monitoring and constant communication with store during a live incident
· Management of escalation processes in line with SOC process
· Working closely with SOC Analysts to detect, deter and disrupt all forms of crime against the client
· Input of security and crime incident data into the central database
· Management of CCTV evidence requests from stores in line with current process
· To provide a level of service that meets customer care requirements and to safely manage all activities
· Responsible for providing outstanding support and customer service for the clients colleagues
· Compliance to all SOC Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs)
· To ensure all services conducted are compliant to all Company, contractual, legislative, statutory and local requirements