Shift Response Controller (HF1359323)

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

Job summary

Flourish, in partnership with Apprentify, is seeking a Shift Response Controller based in Epsom. You will manage incoming alarm activations in a fast-paced ARC, assess incidents, coordinate responses, and liaise with emergency services when required. The role focuses on safety, accuracy, and delivering excellent customer service.

No prior experience is required as full training is provided. You will join a supportive team, develop strong communication skills, and play a vital part in protecting

Qualifications

• No prior experience required; full training provided.
• Excellent verbal and written communication skills.
• Professional, empathetic telephone manner.
• Good IT skills including Microsoft Office.
• Ability to learn bespoke systems and software.
• Strong attention to detail and accurate record-keeping.
• Calm under pressure in fast-moving environments.
• Organisational and multitasking abilities.
• Reliable, self-motivated, and team player.
• Strong problem-solving and timely decision-making.
• 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

Microsoft Office

Attention to detail

Calm under pressure

Teamwork

Fast learner

Problem-solving

Tools

Bespoke software

Job description

Epsom | Shift-Based Role | Customer Operations

£28,000 per annum

Shift Response Controller

Epsom | Shift-Based Role | Customer Operations

£28,000 per annum

Flourish are partnering with a leading technology-led safety services organisation based in Epsom to recruit a Shift Response Controller.

This is an exciting opportunity to join a fast-paced Alarm Receiving Centre (ARC) environment where you'll play a vital role in supporting the safety and wellbeing of lone and vulnerable workers. As a key point of contact during emergency situations, you'll assess incidents, coordinate appropriate responses, and liaise with emergency services when required.

Whether you're starting your career or looking for a new challenge, this role offers full training and the chance to make a genuine difference every day.

The Role

As a Shift Response Controller, you'll be responsible for managing incoming alarm activations and ensuring each incident is handled quickly, accurately, and professionally. Working as part of a dedicated operations team, you'll respond to potentially high-risk situations while delivering outstanding customer service.

This role is ideal for someone with strong communication skills, good attention to detail, and the ability to remain calm in a fast-moving environment.

Key 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.

About You

We're looking for a confident, proactive individual who enjoys helping people and can remain composed when dealing with time-sensitive situations.

Skills & Attributes

• 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.

Why Apply?

This is a fantastic opportunity to join an organisation that provides life-saving services and has a real impact on people's safety every day. You'll receive full training, ongoing support, and the opportunity to develop within a professional and supportive team environment.

Salary: £28,000 per annum

Location: Epsom

Role Type: Shift-Based, Full Time

If you're looking for a rewarding career where no two days are the same and your work genuinely makes a difference, we'd love to hear from you.