Title: Nightshift Call Handler (Newcastle Upon Tyne)

Location: Newcastle Upon Tyne, Tyne And Wear, North East, NE12 8BU, UK

Company: Verisure

Alarm Call Handler (Nights)

• Location: Newcastle
• Salary: Starting £24,500 (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
• Hours: Full-time, 37.5 hours per week
• Shifts: Fixed night shifts: 8:15pm7am or 9pm7am, Monday to Sunday
• Holidays: 23.5 days annual leave (including bank holidays) based on a 4-day working week, increasing to 25.5 days after 1 year of service
• Start Date: 16th March 2026

About the Role

Verisure Services is the leading European provider of professionally monitored security systems. We are currently recruiting for our specialised Alarm Receiving Centre (ARC) team to cover night shifts.

As an Alarm Call Handler, you will play a crucial role in keeping our customers safe by monitoring alarm signals, quickly assessing incidents, and taking appropriate action. You will work nights from our Newcastle Centre of Excellence.

Key Responsibilities

• React promptly to alarm incidents and customer requests
• Process alarm signals, review images, and liaise with police, ambulance, fire brigade, or security guards as required
• Make outbound calls to update customers during incidents
• Handle inbound customer calls professionally and efficiently
• Prevent false alarms, explain system use, and identify technical issues
• Follow strict security protocols and make accurate decisions under pressure

The Ideal Candidate Will Have

• Experience in providing excellent customer service
• Strong communication and problem-solving skills
• Patience and consideration when assisting customers over the phone
• Customer-focused mindset and a genuine passion for safety and security
• Ability to multitask effectively while maintaining high service quality
• Accuracy in data capture and typing
• Good IT and Microsoft Office skills
• Team-oriented and proactive in following protocols

Benefits Package

• Birthday off as a special treat
• Night Shift Allowance
• Access discounted gym and health club memberships
• Private healthcare and MediCash cash plan
• PerkBox access for discounts and freebies
• Employee referral rewards
• Discounts on Verisure alarm systems
• Cycle to Work Scheme

Career Opportunities

At Verisure, a role is more than just a job. We provide internal mobility, training and development, international opportunities, and tools to help you grow your skills.

Diversity & Inclusion

Verisure is an equal opportunities employer. We encourage applicants from all backgrounds and are committed to creating an inclusive, collaborative workplace. Please contact us if you have any specific requirements during the recruitment process.

Requirements

• All employees must complete a DBS check (provided by Verisure)
• All employees must be able to successfully obtain an SIA Licence (UK) or Private Security Authority License (IE) provided by Verisure

Apply Now

If youre interested in helping protect our customers and starting your career with Verisure, please apply now.

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