Alarm Call Handler; Part Time - Evenings

Alarm Call Handler (Permanent, Part-Time – Evening)

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.

• 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

• 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.

• 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 & Medi Cash)
• Perk Box 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

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.

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.

• Complete a DBS check (provided by Verisure)
• Obtain an SIA Licence (UK) and Private Security Authority Licence (IE) – fully supported and funded by Verisure

Apply today and we’ll be in touch.
Be you. Be more. Be Verisure.