Flourish is seeking a highly motivated ARC Day Controller to join a busy and fast-paced Alarm Receiving Centre (ARC) operation. This role is critical 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 within 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. A successful candidate will be calm under pressure, an excellent communicator, and capable of making informed decisions in time-sensitive situations.
Working Hours
Monday to Friday, shifts between 8:00am and 6:30pm.
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.
- Conduct outbound calls to users, customers, and emergency contacts to gather additional details.
- 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 & Experience Essential
- Excellent verbal and written communication skills.
- Strong customer service skills and a professional telephone manner.
- Ability to remain calm, focused, and decisive in high-pressure situations.
- Good attention to detail and strong administrative skills.
- Computer literate with 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.
Desirable
- At least one year's experience in a contact centre, customer service, operations, or fast-paced office environment.
- Experience handling time-critical incidents or escalations.
- Familiarity with alarm monitoring, emergency response, or security-related services.
Ideal Candidate
The ideal candidate will be a confident communicator who thrives in a fast-moving operational environment. They will demonstrate sound judgement, resilience, and a strong commitment to providing exceptional service while helping to protect and support customers during critical situations.
Alarm Response Centre Day Controller (HF1349203) in Epsom employer: Apprentify
Join a dynamic team in Hartlepool as a Sales Executive, where your career growth is our priority. We offer a competitive starting salary of £25,000 plus uncapped commission, alongside comprehensive training and ongoing support to ensure your success. Our vibrant work culture fosters collaboration and motivation, with clear pathways for progression, making us an excellent employer for those eager to thrive in the sales industry.
