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- Tasks: Be the calm voice in emergencies, responding to alarm activations and coordinating help.
- Company: Join Verisure, a leading provider of monitored security systems across Europe.
- Benefits: Enjoy competitive pay, performance bonuses, private healthcare, and 29 days annual leave.
- Other info: Great career growth opportunities and a fun, inclusive work environment.
- Why this job: Make a real difference every shift 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 19500 - 21000 £ per year.
Location: Quorum Business Park, Newcastle (NE12 8BU)
Hours: 24 hours per week | Rota-based evening shifts (3:30pm 8:30pm)
Salary: £24,500 starting salary, rising to £26,500 with progression (pro-rata)
Bonus: Up to £1,200 performance & attendance bonus (pro-rata)
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.
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 (pro-rata, rising to 31 with service)
- Your birthday off
- Performance & attendance bonus (pro-rata)
- 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 leading European provider of professionally monitored security systems, protecting over 5.1 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.
Locations
Alarm Call Handler (Permanent, Part Time - Evenings) in Newcastle upon Tyne, North East employer: Verisure
Contact Detail:
Verisure Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Alarm Call Handler (Permanent, Part Time - Evenings) in Newcastle upon Tyne, North East
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Verisure. Understand their values and what they stand for. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Think about common interview questions related to customer service and decision-making under pressure. Practising your answers out loud can help you feel more confident and articulate during the actual interview.
✨Tip Number 3
Show off your soft skills! As an Alarm Call Handler, you'll need to be calm and reassuring. During your interview, share examples of how you've handled stressful situations in the past. This will demonstrate your ability to stay composed when it matters most.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Alarm Call Handler (Permanent, Part Time - Evenings) in Newcastle upon Tyne, North East
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 tough situations and provided reassurance to customers, as this is key for the Alarm Call Handler role.
Be Clear and Confident: When writing your application, use clear and confident language. We’re looking for strong communication skills, so let your personality shine through while keeping it professional.
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to match the job description. Mention specific skills that relate to handling alarms and making quick decisions under pressure.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
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 listed in the job description, like responding to alarm activations and contacting emergency services. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Since this role involves handling customer calls during stressful situations, be prepared to share examples of how you've provided excellent customer service in the past. Think of specific instances where you remained calm under pressure and resolved issues effectively. This will highlight your suitability for the position.
✨Practice Calm Communication
In an interview for this role, your communication skills are key. Practice speaking clearly and confidently about your experiences. You might even want to do a mock interview with a friend, focusing on maintaining a calm demeanour while discussing challenging scenarios. This will help you feel more at ease during the actual interview.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific situations, such as a customer panicking during an alarm activation. Think through potential scenarios and how you would respond, emphasising your problem-solving abilities and adherence to protocols. This will show that you're ready to think on your feet and make quick decisions when it matters most.