Alarm Call Handler (Part-Time Mornings)
Newcastle, NE12 8BU
We are hiring within our specialised team of Alarm Receiving Centre Ambassadors based in Quorum Business Park, Newcastle Upon Tyne.
When a customer’s alarm triggers, our specially trained call handlers quickly take charge of the incident, identify triggers and take immediate corresponding action. This is the crucial monitoring part of the Verisure system and operates 24/7/365 from our Newcastle Centre of Excellence.
Salary: Starting at £24,500 pro rata, increasing to £26,500 pro rata with role progression + up to £1,200 performance & attendance bonus
Working Hours: 24 hours per week
Shift Pattern: AM Shifts ranging between 7am – 12pm
Holidays: 29 days pro rata including bank holidays, increasing to 31 days pro rata after 1 year of service
Responsibilities
- Reacting to incidents in a timely manner
- Processing alarm signals received from customers’ premises, reviewing images, liaising with guard/police/ambulance/fire brigade as part of monitoring duties
- Contacting emergency services on behalf of the customer, relaying key information about the incident, and requesting a response
- Making quick and accurate choices following strict security protocols
- Making outbound calls to communicate what is happening during an incident and to ensure customers’ security
- Receiving inbound calls from customers and handling their requests
- Preventing false alarms, explaining how to use the system, and detecting technical issues
Skills & Experience
- Experience in providing excellent customer service
- Excellent communication skills with a problem‑solving attitude
- Ability to show patience and consideration towards customers via telephone
- Customer‑oriented, genuinely passionate about customers’ security and safety
- Ability to multitask effectively while keeping a high level of service quality
- Proactive and able to follow strict protocols accurately
- Accurate data capture and typing skills
- Good IT and Microsoft Office skills
- A self‑less team player
- We welcome applications from different experiences including retail, bar work, call centre, 111 call handlers and emergency call handlers
Benefits Package
- Enjoy your birthday off as a special treat
- Satisfy your cravings at our onsite coffee shop and our canteen
- Stay active with discounted gym and health club memberships
- Access private healthcare with BUPA and MediCash cash plan
- Unlock a world of freebies and discounts with PerkBox
- Earn cash rewards through our employee referral program
- Enjoy discounts on our alarm systems
- Contribute to a greener lifestyle with the Cycle to Work Scheme
Diversity & Inclusion
Verisure is an equal opportunities employer. We recognize the richness that diversity brings and encourage applicants from all backgrounds to apply. We champion an inclusive and collaborative culture and empower all employees to succeed and grow. Please reach out to us if you have any specific requirements throughout the recruitment process – we are happy to help.
Background Checks & Licences
All employees must complete a DBS check, provided by Verisure to all successful candidates.
All employees must also be able to successfully obtain an SIA Licence (UK) and Private Security Authority License (IE) – provided by Verisure.
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