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Verisure Services (UK) Limited Logo Verisure Services (UK) Limited · Customer Service

Alarm Call Handler (Nights)

United Kingdom, Newcastle Upon Tyne Employment contract 25500.00 - 26500.00 GBP / Year · Job Posted May 29, 2026
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Job Description

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.

Job Responsibility

  • 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

Requirements

  • 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

What we offer

  • 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
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