Shift Response Controller (HF1359323)

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

Job summary

Flourish in Epsom partners with a technology-led safety services organisation to recruit a Shift Response Controller. This is a shift-based, full-time role within an Alarm Receiving Centre, offering training and the chance to contribute to the safety and wellbeing of lone workers.

You will manage incoming alarm activations, coordinate responses, and liaise with emergency services when needed. Strong communication, calm under pressure, and good IT skills are key.

Qualifications

• Excellent verbal and written communication skills.
• Professional, empathetic and confident telephone manner.
• Good IT skills including Microsoft Office applications.
• Ability to learn and navigate bespoke systems and software.
• Strong attention to detail and accurate record-keeping.
• Organisational and multitasking abilities.
• Reliable, self-motivated and able to work independently.
• Strong problem-solving skills and timely decisions.
• Positive attitude and willingness to learn.

Responsibilities

• Respond promptly to lone worker alarm activations with consistently high service levels.
• Assess and verify incidents to determine the correct response and escalation.
• Contact users and nominated contacts to gather important information.
• Liaise with emergency services when necessary, providing clear details.
• Maintain accurate records of interactions, actions and outcomes.
• Ensure incidents are managed in line with procedures and compliance.
• Identify and report issues relating to customer information, systems or processes.
• Support ARC operations by maintaining high standards.
• Collaborate with colleagues to deliver an exceptional customer experience.

Skills

Excellent verbal and written

Telephone manner

IT skills

Learn bespoke systems

Attention to detail

Organisational abilities

Multitasking

Reliability

Problem solving

Willingness to learn

Job description

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.