Customer Service Alarm Call Handler
Location: Leicester (Office-Based)
Salary: 24-26k per annum
Contract: Temp to Perm
Shift Pattern:
You'll work a rotating schedule of 6 days on, 4 days off, with shifts structured as follows:
2 Early Shifts: 7:00am - 3:00pm
2 Mid Shifts: 3:00pm - 11:00pm
2 Night Shifts: 11:00pm - 7:00am
This equates to a standard 40-hour working week (5 x 8-hour shifts). You'll be required to work bank holidays and maintain flexibility across all shift types.
About the Role:
As an Alarm Call Handler, you'll play a vital role in ensuring the safety and functionality of client alarm systems. You'll be the sole operator on shift, responsible for monitoring, responding to, and escalating alarms as needed. This role requires confidence, independence, and a high level of responsibility, as you may be the only person in the office during your shift.
You'll be part of a 24/7/365 operation, ensuring continuous coverage and rapid response to any alarm triggers.
Key Responsibilities:
Proactively contact clients to verify alarm status and ensure safety
Respond immediately to triggered alarms, following client-specific protocols
Escalate alarms when necessary or stand them down if no threat is identified
Handle inbound alarm calls and take appropriate action
Respond to client emails and queries professionally
Maintain accurate records and follow procedures for each alarm scenario
What We're Looking For:
Previous experience in call handling or customer service
Strong IT skills and ability to navigate internal systems
Excellent verbal and written communication
Reliable, trustworthy, and confident working independently
Professional telephone manner
Comfortable working alone during night shifts and weekends
Work Environment:
This is a calm and focused office-based role, ideal for someone who enjoys working independently and thrives in a structured environment with clear responsibilities.

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