Intelligence and Incident Response Co-ordinator

Intelligence and Incident Response Co-ordinator

Permanent
Location: Milton Keynes
Hours: Monday to Friday, 08:00 - 17:00, plus one Saturday every 3 weeks. Participation in an out-of-hours on-call rota will be required.
Pay: £14.58 ph

We are seeking an Intelligence and Incident Response Co-ordinator to join our industry-leading Security Operations Centre (SOC), supporting Santander's Head Office and Retail Estates.

This is an excellent opportunity for someone looking to build a career within the Security and Intelligence sector. Working as part of a specialist Command Centre team, you will play a critical role in monitoring security systems, responding to incidents, managing escalations, and supporting colleagues across the Santander estate.

The successful candidate will be analytical, customer-focused, and able to remain calm under pressure. You will have a proactive approach to incident management, excellent communication skills, and a commitment to delivering exceptional service while maintaining compliance with all operational procedures and regulatory requirements.

About the Role:

• Monitor, assess, and manage alarm activations and security incidents across Santander Head Office and Retail Estates.
• Act as the first point of contact for all internal and external incident escalations, ensuring prompt and effective resolution.
• Respond to alarms, customer calls, and incident notifications within agreed service level targets and performance standards.
• Work closely with Santander Security Management and key stakeholders to coordinate effective incident response and operational support.
• Produce accurate, detailed, and timely incident reports, maintaining comprehensive records of all actions taken.
• Provide professional support and guidance to branch colleagues affected by security-related incidents, including robbery, workplace violence, and other critical events.
• Liaise with third-party suppliers and service providers to resolve operational issues and ensure continuity of service.
• Contribute to continuous improvement initiatives, team problem-solving activities, and the enhancement of security and incident response processes.

Why Join Us?

• Annual leave entitlement of 5.6 weeks
• Lifestyle Benefits – Mortgage and financial advice, vouchers for various shopping outlets and food stores, employee referral scheme. 
• Learning & Development – we actively encourage progression and offer various eLearning courses, progression, training whilst on site, apprenticeships, and in-house training courses.
• Health and Wellbeing – Life assurance scheme, access to mental health support specialists
• Access to an Online GP for you and your dependents. 
• Financial support 
• Discounts on hundreds of retail sites
• Progression opportunities – many of our team go on to senior and site management roles
• A welcoming, respectful team culture
• Uniform and full induction provided
• Cycle to Work scheme

What we are looking for:

• Previous experience in incident management, security operations, control room, customer service, or call centre environments.
• Strong customer service skills with the ability to support colleagues and stakeholders during sensitive or high-pressure situations.
• Excellent verbal and written communication skills, including the ability to produce clear and concise incident reports.
• Proficiency in Microsoft Office applications and strong general IT skills.
• Proven ability to analyse information and data to support effective decision-making and incident resolution.
• Ability to think clearly, remain calm, and respond effectively during emergencies or under pressure.
• Strong team-working skills with the ability to build effective relationships across multiple departments and stakeholders.
• Reliable, professional, and highly organised, demonstrating excellent attendance, punctuality, and personal presentation standards.

Desirable Criteria

• Previous experience within a Security Operations Centre (SOC) or intelligence-led environment.
• CCTV SIA Licence (training and support may be provided for the right candidate).
• Experience of process improvement, innovation, or operational change initiatives.
• HR or employee welfare support experience.

Interested? Apply now and secure your future with us! 
Please be aware that, on occasion, we may close a vacancy earlier than the advertised deadline if we receive a high volume of strong applications

Wilson James is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. A criminal conviction will not necessarily be a bar to obtaining a position, however each case will be assessed on an individual basis. For information about Wilson James' commitment to Equality, Diversity and Inclusion,  
Wilson James have been raising standards in security, construction logistics, aviation services, and technology for over 30 years. With 5,000 employees and a presence across over 300 client sites all over the UK, we are dedicated to delivering tailored solutions and top-tier customer service. As a leading managed service provider, we prioritise safety, efficiency, and customer satisfaction. Joining Wilson James offers the excitement of working with diverse, vibrant clients, making for a dynamic and engaging workplace.

Internal Applicants
At Wilson James, we support career growth and offer internal mobility to help employees explore new roles and advance within the company. Committed to promoting from within, we provide clear career pathways and continuous skill development. Unlock your potential by applying for exciting internal opportunities and new challenge. If you are currently employed under TUPE terms and conditions, please note that successful appointment to this role will be on Wilson James standard terms and conditions.