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- Tasks: Handle customer alarm incidents and ensure their safety with quick, effective responses.
- Company: Join Verisure, a leading security provider protecting millions across Europe and Latin America.
- Benefits: Enjoy 29 days holiday, private healthcare, gym discounts, and your birthday off!
- Why this job: Be part of a dynamic team making a real difference in people's lives every day.
- Qualifications: No specific experience needed; just a passion for customer service and safety.
- Other info: Flexible shifts required; great opportunity for growth and skill development.
The predicted salary is between 19500 - 22500 £ per year.
Customer 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 customers 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:Shifts ranging between 7am 10pm (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 customers premises, reviewing of images, liaising withguard/police/ambulance/firebrigade 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 well 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.
Customer Alarm Call Handler in Newcastle Upon Tyne employer: Verisure
Contact Detail:
Verisure Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Alarm Call Handler in Newcastle Upon Tyne
✨Tip Number 1
Familiarise yourself with the security industry and Verisure's services. Understanding the basics of alarm systems and emergency response protocols will help you stand out during interviews, showing your genuine interest in the role.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since the role involves handling calls from customers in distress, being able to convey calmness and clarity is crucial. Role-playing scenarios with friends can be a great way to prepare.
✨Tip Number 3
Highlight any previous experience in customer service or emergency response roles. Even if your background is in retail or hospitality, focus on how those experiences have equipped you with the skills needed for this position.
✨Tip Number 4
Be ready to discuss how you handle stressful situations. Prepare examples from your past where you've successfully managed high-pressure scenarios, as this will demonstrate your ability to remain composed and effective in a fast-paced environment.
We think you need these skills to ace Customer Alarm Call Handler in Newcastle Upon Tyne
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and any roles that required quick decision-making. Emphasise skills like communication, multitasking, and problem-solving, as these are crucial for the Customer Alarm Call Handler position.
Craft a Strong Cover Letter: In your cover letter, express your passion for customer safety and security. Mention specific experiences where you successfully handled emergencies or provided excellent customer service. This will show Verisure that you understand the importance of their mission.
Highlight Relevant Skills: Clearly list skills that match the job description, such as IT proficiency, data capture accuracy, and the ability to follow strict protocols. Use examples from previous jobs to demonstrate how you've applied these skills in real situations.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for the role of a call handler.
How to prepare for a job interview at Verisure
✨Showcase Your Customer Service Skills
As a Customer Alarm Call Handler, your ability to provide excellent customer service is crucial. Prepare examples from your past experiences where you successfully handled customer inquiries or resolved issues, demonstrating your problem-solving attitude and patience.
✨Understand the Role's Responsibilities
Familiarise yourself with the specific duties of the role, such as processing alarm signals and liaising with emergency services. This knowledge will help you answer questions confidently and show that you're genuinely interested in the position.
✨Demonstrate Multitasking Abilities
The job requires effective multitasking while maintaining high service quality. Be ready to discuss situations where you've successfully managed multiple tasks simultaneously, highlighting your organisational skills and ability to stay calm under pressure.
✨Emphasise Teamwork and Collaboration
Verisure values selfless team players. Prepare to share examples of how you've worked collaboratively in previous roles, showcasing your ability to support colleagues and contribute to a positive team environment.
