Role: Alarm Call Handler (Permanent, Full-Time Night Shift) Location: Quorum Business Park, Newcastle (NE12 8BU) Hours: 37.5 hours per week | Rota based day shifts (4 days out of 7 Monday - Sunday) Salary: £25,500pa (increasing to £26,500 with role progression) + £6,400 Night Shift Allowance (£30,900pa), with total potential earnings up to £32,100pa including performance & attendance bonus Bonus: Up to £1,200 performance & attendance bonus Shift: Night shifts (8:15pm to 7:00am and 9:00pm to 7:00am) Start Date: 5th October (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. We are Verisure – and we are Proud to Protect Verisure is the leading provider of professionally-monitored smart alarms for residential households and small businesses in Europe, and we are growing in Latin America. We trade as Verisure in most of the countries where we operate, and as Securitas Direct in Spain and Portugal. We protect more than three million customers in 16 countries. Our business model integrates product development, design and sales with installation, outstanding service and a 24/7 professional monitoring solution. We protect people from intrusion, fire and flood - and we save lives. We believe it is a human right to feel safe and secure. It takes passionate people to protect Protecting what matters most for our customers takes innovative technology and, above all, passionate people. People who are driven by our purpose. Every one of our 17,000 colleagues takes this responsibility to protect seriously. Every day, they demonstrate our DNA – the unique imprint we look for, nurture and unleash in every member of our Verisure family. Our people strategy is clear: to create the best, winning team. We do this by finding and attracting the very best talent; by growing and nurturing the talent we already have; and by engaging our people around our vision, our strategy and our DNA. And with more than 80% of our colleagues interacting with our customers every day, they personally deliver our customer promise: to protect what matters most. Do you have what it takes to be Proud to Protect? Would you like to be part of the next phase of our successful growth story? We are looking forward to receive your application.