ARC Day Controller
Epsom | Monday–Friday | Shifts between 8:00am – 6:30pm
Flourish are delighted to be partnering with a market-leading technology and customer operations business in Epsom to recruit an
ARC Day Controller.
This is an excellent opportunity to join a growing organisation that delivers critical emergency response services, helping to keep individuals safe through innovative technology and 24/7 support. As part of the Alarm Receiving Centre (ARC) team, you will play a vital role in handling alarm activations, assessing incidents, and ensuring the appropriate response is taken in potentially urgent situations.
The Role
As an ARC Day Controller, you will be responsible for managing incoming alarm alerts and supporting customers during critical moments. Working in a fast-paced operational environment, you will gather information, assess risk, liaise with emergency contacts and services where required, and ensure all incidents are handled professionally and efficiently.
This role would suit someone who is calm under pressure, highly organised, and passionate about delivering exceptional customer service.
Key Responsibilities
- Respond to alarm activations and alerts within agreed service levels.
- Assess incidents and determine the appropriate course of action.
- Contact users, emergency contacts, and other relevant parties to gather information.
- Escalate incidents to emergency services when necessary, providing clear and accurate details.
- Maintain detailed records of all communications and actions taken.
- Ensure incidents are managed in accordance with established procedures and compliance standards.
- Identify and report any customer account, system, or process issues to the relevant internal teams.
- Work collaboratively with colleagues to deliver a consistently high-quality service.
- Maintain a strong understanding of operational procedures and best practices.
About You
We're looking for a confident and professional individual who can remain composed in challenging situations and make informed decisions quickly.
Skills & Experience:
- Previous experience in a contact centre, customer service, operations, or fast-paced office environment.
- Excellent verbal and written communication skills.
- Strong attention to detail and administrative accuracy.
- Comfortable using Microsoft Office and learning new systems.
- Professional and empathetic telephone manner.
- Ability to prioritise workload and manage multiple tasks effectively.
- Strong problem-solving skills and sound judgement.
- Reliable, proactive, and able to work independently as well as part of a team.
Why Apply?
This is a unique opportunity to join an organisation where the work you do can have a genuine impact on people's safety and wellbeing. You'll be part of a supportive team environment, working in a role that combines customer service, operational coordination, and real-time decision-making.
