Alarm Centre: Shift Response Controller

Apprentify; Epsom; On-site; GBP 24,000 - 32,000; Full time

Job summary

Flourish is seeking a highly motivated Shift Response Controller to join our busy Alarm Receiving Centre (ARC) team. You will assess incoming alerts, manage incidents in real time, liaise with emergency services when required, and ensure all actions are accurately recorded.

Full training will be provided, making this an excellent opportunity to start or develop a career in a rewarding operational environment. No prior experience is required as full training will be provided.

Qualifications

• Excellent verbal and written communication skills.
• Strong customer service skills and a professional telephone manner.
• Ability to remain calm, focused, and decisive in time-sensitive situations.
• Good attention to detail and strong administrative skills.
• Computer literate with a working knowledge of Microsoft Office applications.
• Ability to learn new systems and technologies quickly.
• Strong organisational skills with the ability to prioritise and manage multiple tasks.
• Reliable, proactive, and able to work effectively both independently and as part of a team.

Responsibilities

• Respond to alarm activations promptly and within agreed service levels.
• Assess, verify, and manage alarm situations, determining the appropriate course of action.
• Escalate incidents to emergency services where necessary, providing clear and accurate information.
• Make outbound calls to users, customers, and emergency contacts to gather additional information.
• Maintain accurate records and documentation of all incidents and actions taken.
• Communicate professionally with internal teams, customers, and external agencies.
• Identify and report issues relating to systems, processes, or customer profiles.
• Ensure compliance with operational procedures, service standards, and regulatory requirements.
• Contribute to a collaborative team environment while maintaining high levels of customer care.

Skills

Communication

Customer service

Telephone manner

Calm under pressure

Attention to detail

MS Office

Learning quickly

Organisational skills

Team player

Tools

Microsoft Office

Job description

Flourish is seeking a highly motivated Shift Response Controller to join our busy Alarm Receiving Centre (ARC) team. You will assess incoming alerts, manage incidents in real time, liaise with emergency services when required, and ensure all actions are accurately recorded.

Full training will be provided, making this an excellent opportunity to start or develop a career in a rewarding operational environment. No prior experience is required as full training will be provided.