Shift Response Controller (HF1359323)

Flourish; Epsom; On-site; GBP 24,000 - 30,000; 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 alerts, manage incidents in real time, liaise with emergency services when required, and ensure actions are recorded.

Full training will be provided, offering a solid start in a rewarding operational role. Working as part of an experienced team, you will respond promptly to activations, make outbound calls to users and emergency contacts, maintain accurate records,

Qualifications

• No prior experience required; full training provided.
• Must communicate clearly and professionally by phone and email.
• Ability to stay calm, focused, and decisive in busy situations.
• Strong attention to detail and solid administrative skills.
• Proficient with Microsoft Office applications; quick to learn new tools.
• Good organisational skills and the ability to manage multiple tasks.

Responsibilities

• Respond to alarm activations promptly within service levels.
• Assess, verify and manage alarm situations to determine the appropriate course of action.
• Escalate incidents to emergency services as needed.
• Make outbound calls to users, customers and emergency contacts.
• Maintain accurate records of all incidents and actions taken.
• Communicate professionally with internal teams, customers and external agencies.
• Identify and report issues with 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

Calm under pressure

Attention to detail

Administrative skills

MS Office

Teamwork

Independent working

Tools

Microsoft Office

Job description

Flourish is seeking a highly motivated Shift Response Controller to join our busy and fast-paced Alarm Receiving Centre (ARC) team. This role plays a vital part in ensuring the safety and wellbeing of vulnerable lone workers by providing a rapid, professional, and effective response to alarm activations and emergency incidents.

Working as part of a dedicated operations 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 for someone looking to start or develop a career in a rewarding operational environment.

Key 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 & Attributes

• 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.

What We’re Looking For

No previous experience is required as full training will be provided. We are looking for individuals who are eager to learn, enjoy helping others, and can stay calm under pressure. If you are a confident communicator with a positive attitude and strong problem-solving skills, we’ll love to hear from you.