Alarm Call Handler (Full-Time AM)

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.

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

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.

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

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.

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.

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.