Call Handler

Zoek Pin Gosforth, Newcastle upon Tyne, England

£19000 - £22000/annum

Permanent (Full time)

Posted 27 days ago

Call Handler

Newcastle – NE12 8BU

Salary: £19,000 - £ 22,000 pa + up to £1,200 pa Performance & Attendance Bonus

Working Hours: 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.

Responsibilities of a Call Handler are:

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 decisions 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.

Required experience & competencies of a Call Handler:

Experience in providing excellent customer service.
Excellent communication skills with problem solving attitude.
Ability to show patience, empathy, and compassion 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.
Competent IT and Microsoft Office skills.
A very supportive and 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:

• Parking facilities including access to EV charging • Increasing Annual Leave Entitlement • Birthdays Off • Discounted Gym & Health Club Membership • Complementary Nespresso Hot Drinks • Contributory Pension • Company Socials • Bupa Private Healthcare • Medicash Cash Plan • Perkbox (freebies, discounts and more) • Enhanced Maternity & Paternity Schemes • Long Service Awards • Employee Referral Cash Reward • Employee Alarm Discount • Cycle to Work Scheme • Preferential rates at Kids 1st nursery.

About Us

We are Verisure, and we’re a leading provider of monitored smart alarms & cameras to homes and small businesses — we provide peace of mind to more than million customers around the world.

For over 30 years we have supported customers with our commitment to providing an immediate human response, powered by reliable, innovative technology. Verisure customers are amongst the most satisfied and loyal in the industry, thanks to our employees’ best-in-class service.

We are the fastest-growing security company in Europe and Latin America, holding the 1 position in all 10 of our top 10 markets, supported by 20,000+ passionate colleagues. The UK is one of our fastest-growing markets — it’s a great time to join our UK team!

Ready to join our team

and make your dream job a reality? Apply today and we’ll get in touch!

Be you. Be more. Be Verisure.

All employees must complete a DBS check, provided by Verisure to all successful candidates

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