Alarm Response Centre Controller; HF

Flourish is seeking a highly motivated ARC Day Controller to join a busy and fast-paced Alarm Receiving Centre (ARC) operation. This role is critical in ensuring the safety and wellbeing of vulnerable lone workers by providing a rapid, professional, and effective response to alarm activations and emergency incidents. Working within a dedicated operations team, you will assess incoming alerts, manage incidents in real time, liaise with emergency services when required, and ensure all actions are accurately recorded.

A successful candidate will be calm under pressure, an excellent communicator, and capable of making informed decisions in time-sensitive situations.

Monday to Friday, shifts between 8:00am and 6:30pm.

• Respond to alarm activations promptly and within agreed service levels.
• Assess, verify, and manage alarm situations, determining the appropriate course of action.
• Escalate incidents to emergency services where necessary, providing clear and accurate information.
• Conduct outbound calls to users, customers, and emergency contacts to gather additional details.
• Maintain accurate records and documentation of all incidents and actions taken.
• Communicate professionally with internal teams, customers, and external agencies.
• Identify and report issues relating to systems, processes, or customer profiles.
• Ensure compliance with operational procedures, service standards, and regulatory requirements.
• Contribute to a collaborative team environment while maintaining high levels of customer care.

• Excellent verbal and written communication skills.
• Strong customer service skills and a professional telephone manner.
• Ability to remain calm, focused, and decisive in high-pressure situations.
• Good attention to detail and strong administrative skills.
• Computer literate with working knowledge of Microsoft Office applications.
• Ability to learn new systems and technologies quickly.
• Strong organisational skills with the ability to prioritise and manage multiple tasks.
• Reliable, proactive, and able to work effectively both independently and as part of a team.

• At least one year's experience in a contact centre, customer service, operations, or fast-paced office environment.
• Experience handling time-critical incidents or escalations.
• Familiarity with alarm monitoring, emergency response, or security-related services.

The ideal candidate will be a confident communicator who thrives in a fast-moving operational environment. They will demonstrate sound judgement, resilience, and a strong commitment to providing exceptional service while helping to protect and support customers during critical situations.