Control Room (SOC) Operator

About the Company

Mitie Ireland is a prominent provider of facilities management, consultancy, and professional services, delivering a diverse range of offerings including technical services, security, cleaning, industrial cleaning, energy sustainability solutions, and professional consultancy. With extensive experience, Mitie helps clients enhance efficiency, reduce costs, and improve sustainability and service performance. Recognized at industry awards for excellence and people development, Mitie values employee wellbeing and diversity, demonstrated by multiple Keep Well Mark awards and inclusion in Ireland's Top 100 Employers for Wellbeing.

Role Overview

The Control Room (SOC) Operator is vital for ensuring safe, efficient operations across the company's national network by acting as a communication and coordination hub. This role supports field and operational teams, monitors ongoing activities, manages incidents, and maintains service standards to deliver excellent customer service and compliance.

Key Responsibilities

• Oversee real-time operational activities to support field personnel.
• Facilitate communication between departments, teams, customers, and external parties as needed.
• Effectively respond to operational incidents, escalating issues to management accordingly.
• Keep precise records of incidents, communications, actions, and events.
• Track service performance and anticipate possible operational disruptions.
• Assist with scheduling routes and allocating operational resources.
• Provide prompt updates on issues, delays, or service changes.
• Support business continuity procedures during unexpected events or incidents.
• Ensure adherence to company policies, procedures, and regulatory requirements.
• Carry out related administrative and reporting tasks for operational control.
• Collaborate across various departments to meet operational goals.
• Maintain a professional and customer-centric approach consistently.

Required Skills and Abilities

• Strong verbal and written communication proficiency.
• Confident in decision-making and problem-solving, especially under pressure.
• Ability to remain composed and effective during high-pressure situations.
• Excellent organizational and time management capabilities.
• High attention to detail and accuracy in work.
• Proficient computer skills with the ability to manage multiple systems simultaneously.
• Effective prioritization of tasks in fast-moving environments.
• Professional conduct with a focus on customer service.
• Capable of working independently and collaboratively within teams.

Essential Experience and Qualifications

• Previous experience in operations, control rooms, logistics, transport, security, or customer service roles.
• Strong familiarity with Microsoft Office applications.
• Competency in administrative tasks and record keeping.

Desirable Attributes

• Experience working in a control center or monitoring setting.
• Knowledge of incident management protocols.
• Exposure to regulated or security-focused industries.

Compensation and Work Details

• Hourly rate of €16.80 plus a night allowance.
• Position based in Dublin 12.
• Full-time employment with shifts covering nights and weekends.

Employee Benefits

• Access to a free Virtual GP service.
• A recognition program awarding between €25 and €250 for excellent performance.
• A referral scheme offering €100 to €3000 for successful candidate recommendations.
• Discounts at various high street stores under "Mi Deals".
• Long service awards ranging from €50 to €300.
• Non-contributory life assurance scheme.
• Personal Retirement Savings Account (PRSA) scheme available.
• Employee Assistance Program (EAP) for support.
• Save as you Earn Scheme enabling discounted purchase of Mitie shares.
• Bike2Work and Tax Saver schemes.
• Learning and development access to over 200 courses via the company platform.

Diversity and Inclusion

Mitie is an equal opportunity employer committed to fostering a diverse and inclusive workforce.

Additional Notes

This job description serves to outline the core functions and responsibilities. Specific duties and goals will be discussed and agreed with the employee during performance appraisals and on an ongoing basis.