At a Glance
- Tasks: Respond to alarm activations and coordinate emergency responses with confidence.
- Company: Join Verisure, the leading provider of monitored security systems in Europe.
- Benefits: Enjoy 29 days annual leave, private healthcare, and performance bonuses.
- Other info: Full training provided, with excellent career progression opportunities.
- Why this job: Make a real difference every day while developing your skills in a supportive team.
- Qualifications: No experience needed; just bring your customer service skills and calm approach.
The predicted salary is between 25500 - 26500 £ per year.
Role: Alarm Call Handler (Permanent, Full-Time AM Shifts)
Location: Quorum Business Park, Newcastle (NE12 8BU)
Hours: 37.5 hours per week | Rota based day shifts (5 days out of 7 Monday - Sunday)
Salary: £25,500 starting salary, rising to £26,500 with progression
Bonus: Up to £1,200 performance & attendance bonus
Shift: Full Time AM shift (7:00am to 3:30pm)
Start Date: 29th June (please note, candidates must be fully available for this start date. Training will be full time, Monday to Friday for 4 weeks to start)
Be the first response when it matters most. At Verisure, our Alarm Call Handlers are at the heart of our 24/7 monitoring operation. When a customer’s alarm is triggered, you are the calm, decisive voice that takes control, assessing the situation, protecting people and property, and coordinating the right response. Based at our Newcastle Centre of Excellence, you’ll work as part of a highly trained Alarm Receiving Centre team, supporting customers across the UK every day of the year. This is a permanent, full-time role.
What you’ll be doing:
- Responding quickly and accurately to alarm activations
- Monitoring alarm signals, reviewing images and assessing incidents
- Contacting emergency services (police, ambulance, fire brigade) when required
- Making fast, confident decisions while following strict security protocols
- Handling inbound customer calls and providing reassurance during incidents
- Making outbound calls to keep customers informed
- Preventing false alarms by advising customers on system use
- Identifying potential technical issues and escalating where needed
What we’re looking for:
- You don’t need security experience as we provide full training. What matters most is how you handle people and pressure.
- Experience delivering excellent customer service
- Clear, confident communication skills
- Calm and patient approach, even in high-pressure situations
- Strong problem-solving and decision-making ability
- Ability to multitask while maintaining accuracy and quality
- Comfortable following processes and protocols precisely
- Good IT skills and accurate data entry
- A team-focused attitude and willingness to support others
We welcome applicants from backgrounds such as retail, hospitality, call centres, emergency services, NHS 111, or control room environments.
What you’ll get in return:
- 29 days’ annual leave including bank holidays (rising to 31 days with service)
- Your birthday off
- Performance & attendance bonus
- Private healthcare options (BUPA & MediCash)
- PerkBox rewards, discounts and freebies
- Discounted gym and health club memberships
- Onsite coffee shop and canteen
- Employee referral bonuses
- Discounted Verisure alarm systems
- Cycle to Work Scheme
- Ongoing training, development and internal career opportunities
About Verisure:
Verisure is the number 1 leading European provider of professionally monitored security systems, protecting over 6.2 million families and businesses across 17 countries. With over 35 years of experience, we’re known for innovation, customer focus, and industry-leading response services.
Diversity & Inclusion:
Verisure is an equal opportunities employer. We value diversity and are committed to creating an inclusive environment where everyone can succeed. If you need any adjustments during the recruitment process, please let us know.
Important information:
All successful candidates will be required to:
- Complete a DBS check (provided by Verisure)
- Obtain an SIA Licence (UK) and Private Security Authority Licence (IE) - fully supported and funded by Verisure
Ready to start a career where every shift makes a difference? Apply today and we’ll be in touch.
Be you. Be more. Be Verisure.
Alarm Call Handler (Full-Time AM) employer: Verisure
At Verisure, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee well-being and development. Located in the vibrant Quorum Business Park, Newcastle, our Alarm Call Handlers enjoy competitive salaries, comprehensive training, and numerous benefits including private healthcare options and generous annual leave. Join us to be part of a dedicated team where your contributions truly matter, and where you can grow your career in a dynamic and rewarding environment.
StudySmarter Expert Advice🤫
We think this is how you could land Alarm Call Handler (Full-Time AM)
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Verisure. Understand their values, mission, and what makes them tick. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your calm communication skills. As an Alarm Call Handler, you'll need to be the voice of reassurance. Try role-playing scenarios with a friend or family member to get comfortable with handling high-pressure situations while keeping your cool.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you had to make quick decisions or resolve issues. Be ready to share these during your interview to demonstrate that you can handle the demands of the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and serious about joining Verisure. Let’s get you started on this exciting journey!
We think you need these skills to ace Alarm Call Handler (Full-Time AM)
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight any experience you have in customer service. We want to see how you've handled pressure and provided support to customers in the past. This role is all about being calm and reassuring, so let us know how you've done that!
Be Clear and Confident:When writing your application, use clear and confident language. We’re looking for strong communication skills, so make sure your writing reflects that. Avoid jargon and keep it straightforward – we want to understand your message easily!
Follow the Instructions:Pay close attention to the application instructions. If we ask for specific information or formats, make sure you stick to them. It shows us that you can follow processes and protocols, which is super important for this role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company there!
How to prepare for a job interview at Verisure
✨Know the Role Inside Out
Before your interview, make sure you understand what an Alarm Call Handler does. Familiarise yourself with the responsibilities like responding to alarm activations and contacting emergency services. This will help you demonstrate your knowledge and enthusiasm for the role.
✨Showcase Your Customer Service Skills
Since this role involves handling customer calls during stressful situations, be ready to share examples of how you've provided excellent customer service in the past. Think about times when you stayed calm under pressure and how you reassured customers.
✨Practice Clear Communication
Effective communication is key in this job. During the interview, practice speaking clearly and confidently. You might even want to do a mock interview with a friend to get comfortable articulating your thoughts, especially in high-pressure scenarios.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss how you approach problem-solving. Think of specific instances where you had to make quick decisions or handle unexpected issues. Highlight your ability to multitask while maintaining accuracy, as this is crucial for the role.
