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.

• 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.

• 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

• 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.

• 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.

Wilson James is an equal opportunities…