ARC Incident Response Controller

Flourish; Epsom; On-site; GBP 25,000 - 31,000; Full time

Job summary

Flourish is recruiting an ARC Response Controller in Epsom to manage incoming alarm activations and coordinate rapid responses. You will work within a fast-paced Alarm Receiving Centre environment, delivering professional service while ensuring safety for lone workers and vulnerable individuals.

This role offers comprehensive training and the opportunity to develop within a dedicated operations team. Excellent communication and calm, decisive decision-making are essential.

Qualifications

• No previous experience required as full training will be provided.
• Excellent verbal and written communication skills.
• Professional, empathetic telephone manner.
• Good IT skills including familiarity with Microsoft Office applications.
• Ability to learn and navigate bespoke systems and software.
• Strong attention to detail and record-keeping.
• Ability to stay calm under pressure.
• Excellent organisational and multitasking abilities.

Responsibilities

• Respond promptly to lone worker alarm activations, ensuring service levels are consistently achieved.
• Assess and verify incidents to determine the appropriate response and escalation required.
• Contact users, nominated contacts, and other relevant parties to gather important information.
• Liaise with emergency services when necessary, providing clear and accurate details.
• Maintain accurate records of all interactions, actions, and outcomes.
• Ensure incidents are managed in line with operational procedures and compliance requirements.
• Identify and report any issues relating to customer information, systems, or processes.
• Support the smooth running of the ARC by maintaining high operational standards.
• Work collaboratively with colleagues to deliver an exceptional customer experience.

Skills

Verbal communication

Written communication

IT literacy

Attention to detail

Multitasking

Organisational skills

Teamwork

Decision making

Calm under pressure

Tools

Microsoft Office

Bespoke systems

Job description

Flourish is recruiting an ARC Response Controller in Epsom to manage incoming alarm activations and coordinate rapid responses. You will work within a fast-paced Alarm Receiving Centre environment, delivering professional service while ensuring safety for lone workers and vulnerable individuals.

This role offers comprehensive training and the opportunity to develop within a dedicated operations team. Excellent communication and calm, decisive decision-making are essential.