Alarm Call Handler

Alarm Call Handler

Newcastle, NE12 8BU

Verisure Services are a leading security company with new career opportunities. We are hiring within our specialised team of Alarm Receiving Centre Ambassadors based in Quorum Business Park, Newcastle Upon Tyne.

When a customer’s alarm triggers, our specially trained call handlers quickly take charge of the incident, identify triggers and take immediate corresponding action.  This is the crucial monitoring part of the Verisure system and operates 24/7/365 from our Newcastle Centre of Excellence.

Salary: Starting at £24,500 increasing to £26,500 with role progression + up to £1,200 performance & attendance bonus

Working Hours:  37.5 hours per week

Shift Pattern: AM Shifts 7am - 3:30pm (flexibility required as it is a 24-hour operation) – working 5 days out of 7 per week

Holidays: 29 days’ annual leave including bank holidays, increasing to 31 days after 1 years' service

Responsibilities include:

• Reacting to incidents in a timely manner
• Processing Alarms signals received from customer’s premises, reviewing of images, liaising with guard/police/ambulance/fire brigade as part of Monitoring duties
• Contacting emergency services on behalf of the customer, relaying key information about the incident and requesting a response
• Making quick and accurate choices following strict security protocols
• Making outbound calls to communicate what is happening during an incident and to ensure customers’ security
• Receiving Inbound calls from customers and handling their requests
• Preventing false alarms, explaining how to use the system and detecting technical issues

Skills & Experience:

• Experience in providing excellent customer service.
• Excellent communication skills with problem solving attitude.
• Ability to show patience and consideration towards customers via telephone.
• Customer oriented, genuinely passionate about customers' security and safety.
• Ability to multitask effectively whilst keeping a high level of service quality.
• Proactive and able to follow strict protocols accurately.
• Accurate data capture and typing skills.
• Good IT and Microsoft Office skills.
• A selfless team player.
• We welcome applications from different experiences including retail, bar work, call centre, 111 call handlers and emergency call handlers.

Benefits Package: At Verisure, we value our team members and offer a comprehensive benefits package to enhance your experience:

• Enjoy your birthday off as a special treat.
• Satisfy your cravings at our onsite coffee shop and our canteen.
• Stay active with discounted gym and health club memberships.
• Access private healthcare with BUPA and MediCash cash plan.
• Unlock a world of freebies and discounts with PerkBox.
• Earn cash rewards through our employee referral program.
• Enjoy discounts on our alarm systems.
• Contribute to a greener lifestyle with the Cycle to Work Scheme.

Verisure Career Opportunities

A career with Verisure offers far more than just a job. We offer internal mobility, training and development, international opportunities, and tools to help you develop new skills.
 

About Us

Verisure is the leading European provider of professionally monitored security systems with 24/7 response services. We protect over 5.1 million families and small businesses across 17 countries in Europe and Latin America. Our mission is to provide our customers peace of mind by protecting what matters most to them.

With over 35 years of insight, experience, and innovation, Verisure is known for category-creating marketing, sales excellence, innovative products and services, and customer-centricity.

Thanks to a strong focus on high quality, our customers are amongst the most satisfied and loyal in our industry. We have some of the strongest growth and retention rates globally in consumer-facing services which demonstrates our exceptional service levels and strong value proposition to our customers.

Diversity & Inclusion

Verisure is an equal opportunities employer. We recognize the richness that diversity brings and encourage applicants from all backgrounds to apply. We champion an inclusive and collaborative culture and empower all employees to succeed and grow. Please reach out to us if you have any specific requirements throughout the recruitment process, we are happy to help.

Ready to join our team

and make your dream job a reality? Apply today and we’ll get in touch!

Be you. Be more. Be Verisure.

All employees must complete a DBS check, provided by Verisure to all successful candidates.

All employees must also be able to successfully obtain an SIA Licence (UK) and Private Security Authority License (IE) – provided by Verisure.