34277

Central Response Coordinator

1. Job Purpose

The Central Response Coordinator is responsible for coordinating, monitoring, and managing incoming incidents, requests, alerts, and operational matters through a centralised response function.

The role serves as a key coordination point between internal departments, operational teams, external stakeholders, and relevant service providers to ensure timely communication, effective escalation, and appropriate resolution of issues.

The position plays an important role in maintaining operational continuity, ensuring adherence to established response procedures, and providing accurate and timely updates to relevant stakeholders.

2. Key Responsibilities

A. Centralised Response & Coordination

• Act as the central point of contact for receiving, recording, assessing, and coordinating incoming incidents, requests, alerts, and operational issues.
• Monitor incoming communications and ensure all matters are appropriately logged, categorised, and prioritised.
• Coordinate response activities with relevant departments, operational teams, and external parties.
• Ensure incidents and requests are assigned to the appropriate teams for action and resolution.
• Monitor the progress of ongoing cases and follow up to ensure timely closure.

B. Incident Management & Escalation

• Assess the urgency and impact of reported incidents and determine the appropriate response and escalation procedures.
• Ensure critical incidents are escalated promptly to the relevant management teams and stakeholders.
• Track incident status and maintain clear visibility of outstanding and unresolved matters.
• Coordinate cross-functional teams during incidents to ensure effective communication and response.
• Maintain proper documentation of incident timelines, actions taken, decisions, and resolutions.

C. Communication & Stakeholder Management

• Facilitate clear and timely communication between the Central Response Centre and relevant stakeholders.
• Provide regular updates on incident status, operational matters, and response progress.
• Liaise with internal departments, business units, service providers, and external stakeholders to coordinate required actions.
• Ensure communication is accurate, consistent, and aligned with established protocols.
• Support management in coordinating responses to high-priority or sensitive matters.

D. Monitoring & Reporting

• Monitor operational dashboards, communication channels, reporting systems, and response activities.
• Prepare daily, weekly, and monthly reports on incidents, response performance, outstanding cases, and operational trends.
• Track key performance indicators (KPIs), including response time, resolution time, escalation compliance, and case closure rates.
• Identify recurring issues, operational gaps, and potential improvement opportunities.
• Provide management with timely updates and reports to support operational decision-making.

E. Process Compliance & Continuous Improvement

• Ensure all response activities comply with established Standard Operating Procedures (SOPs), policies, and service standards.
• Maintain accurate records and ensure proper documentation and information management.
• Identify opportunities to improve response processes, coordination effectiveness, and operational efficiency.
• Participate in reviews, drills, simulations, and training activities where applicable.
• Recommend improvements to escalation procedures, communication protocols, and incident management practices.

3. Key Performance Indicators (KPIs)

The performance of the Central Response Coordinator will be measured based on:

1. Response Time: Timeliness in acknowledging and responding to incoming incidents and requests.
2. Escalation Compliance: Percentage of critical incidents escalated within the stipulated timeframe.
3. Case Monitoring & Closure: Effectiveness in tracking and following up on cases until resolution.
4. Reporting Accuracy: Accuracy and timeliness of operational reports and incident records.
5. Communication Effectiveness: Timeliness, clarity, and accuracy of stakeholder communication.
6. SOP Compliance: Adherence to established response procedures and operational guidelines.
7. Operational Coordination: Effectiveness in coordinating multiple teams and stakeholders.

4. Qualifications & Experience

• Diploma or Bachelor's Degree in Business Administration, Operations Management, Emergency Management, Communications, or a related field.
• Minimum 2–5 years of experience in operations coordination, incident management, command centre operations, customer service operations, or a similar role.
• Experience working in a centralised operations or response environment will be an advantage.
• Experience coordinating multiple stakeholders and managing time-sensitive operational matters.

5. Skills & Competencies

• Strong coordination and organisational skills.
• Excellent verbal and written communication skills.
• Ability to multitask and prioritise competing demands.
• Strong problem-solving and decision-making capabilities.
• Ability to remain calm and composed under pressure.
• Good analytical and reporting skills.
• Strong attention to detail and follow-through.
• Proficient in Microsoft Office and operational monitoring or case management systems.
• Ability to work independently and collaboratively across multiple departments.
• Willingness to work on a shift basis, weekends, or public holidays, if required by operational needs.

London

0.00 to 0.00 Per annum

Permanent

Test User 2