Call Handler

**Call Handler**

**Newcastle - NE12 8BU**

**Salary**: £21,000 - £ 23,000 pa + up to £1,200 pa Performance & Attendance Bonus

**Working Hours**: 37.5 hours per week

**Shift Pattern**: Monday - Sunday between 7 am to 10pm, 5 on 2 off, must be flexible with shifts

**Holidays**: 29 days’ annual leave including bank holidays, increasing to 31 days after 1 years' service

When a customer’s alarm triggers, our specially trained call handlers quickly take charge of the incident, identify triggers and take immediate corresponding action. This is the crucial monitoring part of the Verisure system and operates 24/7/365 from our Newcastle Centre of Excellence.

**Overview**

Reacting to incidents in a timely manner

Processing Alarms signals received from customer’s premises, reviewing of images, liaising with guard/police/ambulance/fire brigade as part of Monitoring duties

Making quick and accurate choices following strict security protocols.

Making outbound calls to communicate what is happening during an incident and to ensure customers’ security.

Receiving Inbound calls from customers and handling their requests

Preventing false alarms, explaining how to use the system and detecting technical issues.

**About you**

Experience in providing excellent customer service.

Excellent communication skills with problem solving attitude.

Ability to show patience and consideration towards customers via telephone.

Customer oriented, genuinely passionate about customers' security and safety.

Ability to multitask effectively whilst keeping a high level of service quality.

Proactive and able to follow strict protocols accurately.

Accurate data capture and typing skills.

Good IT and Microsoft Office skills.

A selfless team player.

**Verisure Career Opportunities**

A career with Verisure offers far more than just a job. We offer internal mobility, training and development, international opportunities, and tools to support you develop new skills.

**Benefits Package**

We're dedicated to supporting our staff with fantastic benefits as part of your Verisure package. Your benefits will include:

- 29 days annual leave including bank holidays
- Increasing Annual Leave Entitlement
- Birthdays Off
- Discounted Gym & Health Club Membership
- Complementary Nespresso Hot Drinks
- Contributory Pension
- Bupa Private Healthcare and Medicash Cash Plan
- Perkbox - discounts from major retailers such as M&S, Morrisons, Tesco, Sainsburys, Amazon and others
- Enhanced Maternity & Paternity Schemes
- Employee Referral Cash Reward
- Employee Alarm Discount

**About Us**

Verisure is Europe's fastest-growing monitored security company and continues to strengthen its presence internationally. More than 4 million families and businesses rely on our innovative technology to protect what matters most to them. We hold the number 1 position in all 10 of our top 10 markets, supported by 20,000+ passionate colleagues. We are people protecting people and we are building an engaged and high-performance Company to become #1. Our rapid expansion and ongoing success are expected to continue. As a result, Verisure is creating a new, exciting, rewarding, and impactful positions to support its ambitious growth plan.

**Diversity and Inclusion**

Verisure is an equal opportunities employer. We recognise the richness that diversity brings and encourage applicants from all backgrounds to apply. We champion an inclusive and collaborative culture and empower all employees to succeed and grow.

Please reach out to us if you have any specific requirements throughout the recruitment process, we are happy to help.

**Be you. Be more. Be Verisure.