Alarm Call Handler

Verisure; Newcastle; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Annual leave 29 days

Birthday off

Bonus program

Private healthcare

PerkBox rewards

Gym discounts

Canteen on-site

Referral bonuses

Alarm system discounts

Cycle to work

Training & development

Job summary

Verisure is seeking an Alarm Call Handler at our Newcastle Centre of Excellence. You will be the calm, decisive voice handling alarm activations, coordinating the right response and supporting customers across the UK every day of the year.

Role includes inbound/outbound calls, escalation when needed, and strict adherence to security protocols. Training provided; permanent, full-time with progression opportunities.

Qualifications

• Experience delivering excellent customer service.
• Clear, confident communication skills.
• Calm and patient under pressure.
• Strong problem-solving and decision-making ability.
• Ability to multitask while maintaining accuracy and quality.
• Follow processes and protocols precisely.
• Good IT skills and accurate data entry.
• Team-focused attitude and willingness to support others.

Responsibilities

• Responding quickly and accurately to alarm activations.
• Monitoring alarm signals, reviewing images and assessing incidents.
• Contacting emergency services when required.
• Making fast, confident decisions while following security protocols.
• Handling inbound customer calls and providing reassurance during incidents.
• Making outbound calls to keep customers informed.
• Preventing false alarms by advising customers on system use.
• Identifying potential technical issues and escalating where needed.

Skills

Customer service

Clear communication

Calm under pressure

Problem solving

Multitasking

Attention to detail

IT skills

Job description

Alarm Call Handler (Permanent, Full-Time)

Location: Quorum Business Park, Newcastle (NE12 8BU)
Hours: 37.5 hours per week | Rota based day shifts (5 days out of 7)
Salary: £25,500 starting salary, rising to £26,500 with progression
Bonus: Up to £1,200 performance & attendance bonus

Shifts: Choice of AM shift or PM shift

Start Date: 27th April ( please note, training will be full time, Monday to Friday for 4 weeks to start)

Be the first response when it matters most.

At Verisure, our Alarm Call Handlers are at the heart of our 24/7 monitoring operation. When a customer’s alarm is triggered, you are the calm, decisive voice that takes control, assessing the situation, protecting people and property, and coordinating the right response.

Based at our Newcastle Centre of Excellence, you’ll work as part of a highly trained Alarm Receiving Centre team, supporting customers across the UK every day of the year.

This is a permanent, full time.

What you’ll be doing

• Responding quickly and accurately to alarm activations
• Monitoring alarm signals, reviewing images and assessing incidents
• Contacting emergency services (police, ambulance, fire brigade) when required
• Making fast, confident decisions while following strict security protocols
• Handling inbound customer calls and providing reassurance during incidents
• Making outbound calls to keep customers informed
• Preventing false alarms by advising customers on system use
• Identifying potential technical issues and escalating where needed

What we’re looking for

You don’t need security experience as we provide full training. What matters most is how you handle people and pressure.

• Experience delivering excellent customer service
• Clear, confident communication skills
• Calm and patient approach, even in high-pressure situations
• Strong problem-solving and decision-making ability
• Ability to multitask while maintaining accuracy and quality
• Comfortable following processes and protocols precisely
• Good IT skills and accurate data entry
• A team-focused attitude and willingness to support others

We welcome applicants from backgrounds such as retail, hospitality, call centres, emergency services, NHS 111, or control room environments.

What you’ll get in return

• 29 days’ annual leave including bank holidays (rising to 31 days with service)
• Your birthday off
• Performance & attendance bonus
• Private healthcare options (BUPA & MediCash)
• PerkBox rewards, discounts and freebies
• Discounted gym and health club memberships
• Onsite coffee shop and canteen
• Employee referral bonuses
• Discounted Verisure alarm systems
• Cycle to Work Scheme
• Ongoing training, development and internal career opportunities

About Verisure

Verisure is the leading European provider of professionally monitored security systems, protecting over 5.1 million families and businesses across 17 countries. With over 35 years of experience, we’re known for innovation, customer focus, and industry-leading response services.

Diversity & Inclusion

Verisure is an equal opportunities employer. We value diversity and are committed to creating an inclusive environment where everyone can succeed. If you need any adjustments during the recruitment process, please let us know.

Important information

All successful candidates will be required to:

• Complete a DBS check (provided by Verisure)
• Obtain an SIA Licence (UK) and Private Security Authority Licence (IE) - fully supported and funded by Verisure

Be you. Be more. Be Verisure.