ARC Shift Controller; HF

ARC Shift Controller

Flourish are partnering with a leading technology‑led safety services organisation based in Epsom to recruit an ARC Shift Controller.

You’ll support the safety and wellbeing of lone and vulnerable workers in a fast‑paced Alarm Receiving Centre (ARC) environment. As a critical point of contact during emergency situations you will assess incidents, coordinate appropriate responses and liaise with emergency services when required. The role demands excellent communication, sound judgement and the ability to remain composed when handling time‑sensitive incidents.

• Respond promptly to lone worker alarm activations, ensuring service levels are consistently met.
• Assess and verify incidents to determine the appropriate response and level of escalation required.
• Contact users, designated contacts, and other relevant parties to gather critical information.
• Liaise with emergency services when necessary, providing clear and concise incident details.
• Maintain accurate records of all interactions, actions, and outcomes.
• Ensure all incidents are managed in accordance with operational procedures and compliance requirements.
• Identify and report any issues relating to customer information, systems, or processes.
• Contribute to the smooth running of the ARC by maintaining high operational standards.
• Work collaboratively with colleagues to deliver an exceptional customer experience.

We're looking for an individual who is confident, proactive, and capable of making informed decisions in a fast‑moving environment.

• A minimum of 1 year’s experience within a contact centre, customer service, operations, or another fast‑paced office‑based environment.
• Excellent verbal and written communication skills.
• Professional, empathetic, and confident telephone manner.
• Good IT skills, including working knowledge of Microsoft Office applications.
• Ability to quickly learn and navigate bespoke systems and reporting tools.
• Strong attention to detail and accurate record‑keeping abilities.
• Ability to remain calm and effective when working under pressure.
• Excellent organisational and multitasking skills.
• Self‑motivated, reliable, and able to work both independently and as part of a team.
• Strong problem‑solving abilities and confidence in making timely decisions.

This is a fantastic opportunity to join an organisation that provides life‑saving services and has a real impact on people’s safety every day. You will become part of a supportive and professional team where your communication skills, judgement and ability to respond effectively in critical situations will be highly valued.