Rapid Alarm Response Controller

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

Job summary

Flourish is seeking a Shift Response Controller for its Alarm Receiving Centre (ARC). The role focuses on rapidly and professionally responding to alarm activations to safeguard vulnerable lone workers. Training is provided to support a rewarding operational career.

You will assess alerts, manage incidents in real time, liaise with emergency services when needed, and ensure all actions are accurately recorded. A strong customer-service mindset and calm under pressure are essential for success.

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.

Job description

Flourish is seeking a Shift Response Controller for its Alarm Receiving Centre (ARC). The role focuses on rapidly and professionally responding to alarm activations to safeguard vulnerable lone workers. Training is provided to support a rewarding operational career.

You will assess alerts, manage incidents in real time, liaise with emergency services when needed, and ensure all actions are accurately recorded. A strong customer-service mindset and calm under pressure are essential for success.