Job Overview
We are looking for Emergency Call Handlers to work as part of our dedicated Resolution team handling alarm calls in a 24/7/365 monitoring centre supporting a diverse and largely vulnerable customer base. The role is based at our Exeter Office and requires you to remain calm, reassure callers, gather essential information and manage the situation according to predefined processes.
Start Date & Location
Start Date: 2nd February 2026
Location: Exeter Office
Base Pay
Starting salary (40‑hour week): £26,780.00, progressing to £28,119.00 basic salary after training.
Generous allowances for weekend and unsociable hours.
Hours
40‑hour week with a mixture of early and late shifts, including weekends and evenings (6 am – 10 pm). Rotas are published one month in advance; fixed shift patterns are available for those preferring evenings and weekends.
Training
Initial 4‑week training period (5 full days a week) at Ashburton Office, 8 am‑4 pm. After training, you will work in our control centre with mentor support and ongoing guidance from managers and shift leaders.
Day‑to‑Day Responsibilities
* Assess, control and resolve emergency situations, contacting loved ones or emergency services as required.
* Accurately record details of calls using our systems.
* Act swiftly based on information provided by customers.
* Guide customers through installation and testing of new alarm systems.
* Program alarm equipment remotely and troubleshoot issues with alarm equipment and GPS wearable devices.
* Monitor automatic alarm signals and address power or battery issues.
Required Skills & Experience
* Comfortable working in a high‑volume contact centre.
* Confident, professional, caring, and patient on the telephone.
* Previous customer‑service experience.
* Proficient with various systems for record keeping and Microsoft Office.
* Flexible and adaptable to new technology.
* Strong multitasking ability and procedure‑oriented with an inquisitive nature.
* High attention to detail.
* Desirable: experience in a care, customer‑service, or call centre environment.
Benefits
* 34 days holiday (including bank holidays and birthday off).
* Shareplan participation.
* Life and Medical Insurance Lite.
* Wellness programmes.
* Volunteering day.
* Pensions scheme.
* Long‑service awards, discount scheme, on‑site parking, casual dress.
* Cycle‑to‑work scheme.
* Learning and development opportunities.
* Hybrid working after 6‑month probation (apply for work‑from‑home on some shifts).
Application Information
We reserve the right to close this vacancy early if we receive sufficient applications.
Submit your application as soon as possible.
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