Shift Response Controller (HF1359324)

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

Shift Response Controller

Salary: £28,000 per annum

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'd love to hear from you.