Call Handler

Arc-Monitoring; Filton; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Annual leave

Birthday off

Pension scheme

Healthcare plan

Training and development

Professional qualifications

Wellbeing support

Employee referrals

Loyalty bonus

Onsite parking

Job summary

Arc Monitoring, based in Filton, Bristol, is seeking a Call Handler to be the first point of contact for customers and clients. You will answer calls, record information accurately and route enquiries to the appropriate teams.

The role requires excellent communication, attention to detail and the ability to stay calm in urgent situations. You will work as part of a dedicated team delivering reliable, professional call handling services.

Qualifications

• Excellent verbal communication and listening skills.
• Professional and confident telephone manner.
• Strong attention to detail and accurate data entry.
• Good organisational and time management abilities.
• Ability to remain calm under pressure and handle urgent situations appropriately.
• Strong customer service skills and a positive attitude.
• Ability to work independently and as part of a team.
• Flexibility to support wider team needs when required.

Responsibilities

• Answer incoming calls on behalf of a variety of clients and services.
• Record accurate details of requests, incidents and customer enquiries.
• Assess calls and follow client-specific escalation procedures.
• Contact and dispatch on-call personnel when required.
• Provide updates and information to callers in a professional and courteous manner.
• Maintain accurate records of all calls and actions taken within company systems.
• Liaise effectively with colleagues to ensure continuity of service between shifts.
• Deliver excellent customer service while handling a variety of situations and enquiries.

Job description

As a Call Handler, you will be the first point of contact for customers, clients and service users. You will be responsible for answering calls, accurately recording information, assessing requests, and ensuring enquiries are passed to the appropriate teams in line with client instructions and company procedures.

This is a customer-focused role requiring excellent communication skills, strong attention to detail, and the ability to remain calm and professional when handling urgent or sensitive situations.

What you'll be doing

• Answer incoming calls on behalf of a variety of clients and services
• Record accurate details of requests, incidents and customer enquiries
• Assess calls and follow client-specific escalation procedures
• Contact and dispatch on-call personnel when required
• Provide updates and information to callers in a professional and courteous manner
• Maintain accurate records of all calls and actions taken within company systems
• Liaise effectively with colleagues to ensure continuity of service between shifts
• Deliver excellent customer service while handling a variety of situations and enquiries

Who were looking for

You will need to have:

• Excellent verbal communication and listening skills
• A professional and confident telephone manner
• Strong attention to detail and accurate data entry skills
• Good organisational and time management abilities
• Ability to remain calm under pressure and handle urgent situations appropriately
• Strong customer service skills and a positive attitude
• Ability to work independently and as part of a team
• Flexibility to support wider team needs when required

You will ideally have:

• Previous experience in a call handling, customer service, contact centre, helpdesk or reception role
• Experience using computer-based systems to record information and manage customer requests
• Experience working within a service coordination or escalation-based environment

About ARC Monitoring

Arc Monitoring is an industry-leading and award-winning Alarm Receiving Centre and customer contact service provider based in Filton, Bristol.

Operating 24 hours a day, 365 days a year, we support a wide range of clients by providing reliable call handling and monitoring services. Our team takes pride in delivering exceptional customer service while ensuring every enquiry is managed professionally and efficiently.

Why work with us?

At Arc Monitoring, we know that its our people who make the difference. We offer a supportive, inclusive working environment where teamwork, reliability and good ideas are genuinely valued.

In return for your commitment, we offer:

• Generous annual leave allowance, giving you meaningful time away from work
• Plus your birthday off
• Company pension scheme
• Medicash healthcare plan, including support with everyday healthcare costs
• Training and development opportunities
• Support for professional qualifications and career progression, including apprenticeships
• Access to wellbeing support, including mental health resources
• Generous employee referral scheme
• Loyalty bonus
• Free onsite parking

Diversity and inclusion

Were committed to creating a diverse and inclusive workplace. We welcome applications from all backgrounds and will consider all qualified candidates regardless of protected characteristics.

If you require any reasonable adjustments as part of the recruitment process, please let us know.