Customer Alarm Call Handler
Newcastle, NE12 8BU
Verisure Services are a leading security company with new career opportunities. We are hiring within our specialised team of Alarm Receiving Centre Ambassadors based in Quorum Business Park, Newcastle Upon Tyne.
Salary: Starting at £24,500 increasing to £26,500 with role progression plus up to £1,200 performance & attendance bonus
Working Hours: 37.5 hours per week
Shift Pattern: Shifts ranging between 7am – 10pm (flexibility required as it is a 24-hour operation) – working 5 days out of 7 per week
Holidays: 29 days’ annual leave including bank holidays, increasing to 31 days after 1 year’s service
Responsibilities include:
- 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 selfless 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 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.
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 Licence (IE) – provided by Verisure.
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