Alarm Call Handler: Calm, Decisive Operator (Full-Time)

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

Benefits offered by this job

29 days annual leave (rising to 31)

Birthday off

Performance & attendance bonus

Private healthcare options

PerkBox rewards

Discounted gym memberships

Onsite coffee shop and canteen

Employee referral bonuses

Discounted Verisure alarm systems

Cycle to Work Scheme

Ongoing training and development

Job summary

Verisure in Newcastle is hiring an Alarm Call Handler for a permanent, full-time role. You will be the calm, decisive voice at the heart of our 24/7 monitoring operation, assessing alarms, coordinating the right response and protecting people and property.

You’ll work 37.5 hours a week on a rota across days, with full training provided. Start date 29 June. Benefits include a progression salary to £26,500, a performance bonus up to £1,200, 29 days leave, private healthcare and pension perks.

Qualifications

• Experience delivering excellent customer service.
• Clear, confident communication.
• Calm and patient under pressure.
• Strong problem-solving and decision-making abilities.
• Ability to multitask while maintaining accuracy.
• Good IT skills and accurate data entry.

Responsibilities

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

Skills

Customer service

Clear communication

Calm under pressure

Problem solving

Multitasking

Data entry

IT skills

Team player

Job description

Verisure in Newcastle is hiring an Alarm Call Handler for a permanent, full-time role. You will be the calm, decisive voice at the heart of our 24/7 monitoring operation, assessing alarms, coordinating the right response and protecting people and property.

You’ll work 37.5 hours a week on a rota across days, with full training provided. Start date 29 June. Benefits include a progression salary to £26,500, a performance bonus up to £1,200, 29 days leave, private healthcare and pension perks.