Shift Response Controller (HF1359324)

Apprentify; Epsom; On-site; GBP 24,000 - 32,000; 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 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 to start or develop a career in a rewarding operational environment. No prior experience is required as full training will be provided.

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.

Skills

Communication

Customer service

Telephone manner

Calm under pressure

Attention to detail

MS Office

Learning quickly

Organisational skills

Team player

Tools

Microsoft Office

Job description

Salary: £28,000 per annumFlourish is seeking a highly motivated

Shift Response ControllerSalary: £28,000 per annumFlourish 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.