Alarm Call Handler (Part-Time Mornings)

Verisure; Newcastle upon Tyne; On-site; GBP 24,000 - 27,000; Full time

Job summary

A leading security company is seeking Alarm Receiving Centre Ambassadors in Newcastle Upon Tyne. The role involves responding to incidents, processing alarm signals, and effectively communicating with customers and emergency services. Candidates should possess excellent customer service skills and be proactive in following strict protocols. This position offers a salary starting at £24,500 pro rata, along with various benefits, including performance bonuses and holiday perks.

Benefits

Birthday off

Onsite coffee shop

Discounted gym membership

Private healthcare access

Employee referral cash rewards

Discounts on alarm systems

Qualifications

• Experience in providing excellent customer service.
• Ability to work under pressure and follow strict protocols accurately.
• Accurate data capture and typing skills.

Responsibilities

• Responding to incidents in a timely manner.
• Processing alarm signals and liaising with emergency services.
• Making outbound calls during incidents.
• Preventing false alarms and explaining system usage.

Skills

Excellent communication skills

Customer oriented

Problem solving attitude

Patience

Multitasking

Good IT skills

Tools

Microsoft Office

Job description

Responsibilities

• Reacting to incidents in a timely manner
• Processing alarm signals received from customer's 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 customer's security
• Receiving inbound calls from customers and handling their requests
• Preventing false alarms, explaining how to use the system and detecting technical issues
• Experience in providing excellent customer service
• Excellent communication skills with 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 whilst 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

Qualifications & Skillsets

We welcome applications from different experiences including retail, bar work, call centre, 111 call handlers and emergency call handlers.

Company overview

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. 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. Verisure is the leading European provider of professionally monitored security systems with 24/7 response services. We protect over 5.1 million families and small businesses across 17 countries in Europe and Latin America. Our mission is to provide our customers peace of mind by protecting what matters most to them. With over 35 years of insight, experience, and innovation, Verisure is known for category-creating marketing, sales excellence, innovative products and services, and customer-centricity. Thanks to a strong focus on high quality, our customers are amongst the most satisfied and loyal in our industry. We have some of the strongest growth and retention rates globally in consumer-facing services which demonstrates our exceptional service levels and strong value proposition to our customers.

Salary & working hours

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 years' service.

Benefits

• 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.

Career opportunities

Verisure Career Opportunities: A career with Verisure offers far more than just a job. We offer internal mobility, training and development, international opportunities, and tools to help you develop new skills.