Customer Service Team Manager (Night Shift) at Verisure

, , United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

07 Mar, 26

Salary

30000.0

Posted On

07 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Coaching, Communication Skills, Customer Service, People Management, Organizational Skills, Attention to Detail, Decision Making, Written Communication, Compliance, Health & Safety, Performance Management, Recruitment, Motivation, Operational Management, Conflict Resolution

Industry

Consumer Services

Description

Alarm Receiving Centre (ARC) Team Manager Location: Newcastle – NE12 8BU Contract: Full-time Salary: £30,000 per annum + 10% OTE (quarterly bonus) Night Shift Allowance: £6,400 per annum (paid monthly, takes annual salary up to £36,400) Hours: 37.5 hours per week Shift Pattern: Rotational – 4 shifts per calendar week, including weekends Typical Night Shift Hours: Between 7pm–9am Holidays: 23.5 days annual leave (increasing with tenure) + bank holidays About the Role As an ARC Team Manager, you will lead and develop a team of Alarm Receiving Centre Advisors, ensuring the smooth running of our 24/7 operation and upholding the highest standards of customer safety, service, and operational excellence. You will play a crucial role in supporting, coaching and motivating your team, ensuring performance standards are met, operational cover is maintained, and all work is carried out in full compliance with Verisure protocols and industry regulations. Key Responsibilities Team Leadership & Coaching Lead, motivate and support ARC Advisors to achieve targets, service levels and quality standards. Conduct monthly meetings, Touchpoints and performance reviews. Deliver coaching, training and support to new starters and established team members. Monitor call quality weekly and provide constructive feedback. Review team and individual NPS (Medallia) performance and address detractors promptly. Operational Management Assist with shift planning to ensure 24/7 staffing coverage. Manage annual leave allocation fairly across the year. Support the department during peak demand or unexpected increases in alarm activity. Ensure smooth daily shift handovers, including End of Day reporting. Maintain compliance with Health & Safety processes, ensuring staff welfare at all times. Support recruitment through interviews and assessment centres. People Management Manage attendance, including return to work meetings, welfare meetings, OH referrals and capability processes. Uphold Verisure’s Code of Conduct and address behavioural concerns appropriately. Produce accurate written records, including meeting minutes and formal documentation. Essential Skills & Attributes Proven experience managing and motivating teams within a fast paced environment. Excellent communication skills with the ability to act with tact, professionalism and diplomacy. Strong customer service ethos and ability to perform under pressure. Confident in people management, including absence, performance, grievance and disciplinary processes. Highly organised with strong attention to detail. Adaptable, proactive and confident making decisions under pressure. Strong written communication skills, including accurate minute taking. Able to work collaboratively with stakeholders across the business. A positive role model with high standards of professionalism and timekeeping. SIA / Vetting Requirements This role involves working within a security environment. Therefore: Candidates must pass an Enhanced DBS check (funded by Verisure). Eligibility for an SIA Licence is essential. If you do not already hold an SIA licence, Verisure will fund the required training course and licensing process. Applicants must be able to provide documentation for any extended periods lived outside the UK. Clean vetting/background checks are required (no criminal record). Benefits Birthday day off Onsite Coffee Shop & Canteen PerkBox & GymFlex Discounts Company pension scheme Private BUPA Healthcare & MediCash Plan Employee referral cash rewards Enhanced maternity & paternity schemes Free parking (subject to permit) Alarm discount Career development and training opportunities About Verisure Verisure is Europe’s fastest-growing security company, protecting over 5 million customers and employing more than 20,000 people worldwide. We are an equal opportunities employer and welcome applicants from all backgrounds. Adjustments during the recruitment process can be provided on request. Ready to Join Us? If you’re a motivated, people focused leader ready to make a real impact in a role that protects lives and supports a high performing team: Apply today and we’ll be in touch. Be you. Be more. Be Verisure.

Responsibilities

The ARC Team Manager will lead and develop a team of Advisors, ensuring the smooth operation of a 24/7 service while maintaining high standards of customer safety and service. Responsibilities include coaching, performance monitoring, and operational management.