ARC Response Controller — Alarm Center Specialist

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

Job summary

Flourish, in partnership with a leading technology-led safety services organisation, is recruiting for an ARC Response Controller in Epsom. You will manage incoming alarm activations in a fast-paced ARC environment, coordinating responses and liaising with emergency services when required.

No prior experience is needed as full training will be provided; strong communication and organisational skills are essential to deliver accurate records and excellent customer service.

Qualifications

• No previous experience required as full training will be provided.
• Excellent verbal and written communication skills.
• Professional, empathetic, and confident 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 accurate record-keeping skills.
• Ability to remain calm and effective when working under pressure.
• Excellent organisational and multitasking abilities.
• Reliable, self-motivated, and able to work both independently and as part of a team.
• Strong problem-solving skills and confidence in making timely decisions.
• A positive attitude and willingness to learn.

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

Communication skills

Telephone manner

Attention to detail

Teamwork

Calm under pressure

Organisational skills

Problem solving

Willingness to learn

Tools

Microsoft Office

Job description

Flourish, in partnership with a leading technology-led safety services organisation, is recruiting for an ARC Response Controller in Epsom. You will manage incoming alarm activations in a fast-paced ARC environment, coordinating responses and liaising with emergency services when required.

No prior experience is needed as full training will be provided; strong communication and organisational skills are essential to deliver accurate records and excellent customer service.