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Job Opportunities at SMS

Alarm Response Centre Apprentice Operator



Location:  Waterlooville, Hampshire

Hours: Minimum of 15 hours per week, assigned on a week-by-week basis by mutual agreement. Our main requirement is for evening and weekend work.


About the Company

We are one of the UK's largest and most comprehensive Alarm Receiving Centres (ARC) and Remote Video Response Centres (RVRC). Established since 1983 we have an excellent reputation within the industry and our highly trained staff deal with a wide range of alarm systems, covering security, fire, CCTV, and environmental alarms.

The Role

Due to our continuing expansion, we are looking for flexible apprentice staff at our Waterlooville Alarm Receiving Centre.

The role requires the use of computers and telephone systems to support operational tasks within the Alarm Receiving Centre. You will be expected to answer a variety of inbound calls from both customers and alarm engineers in our busy control room and deal with their requests as appropriate. Their main point of contact with our customers and our clients is by telephone, and our staff need a friendly but firm telephone manner, with the ability to take control of what can be a sensitive situation.

We operate within set procedures using specially designed computer software, and full in-house training and mentoring will be given.


  • Responsible for the monitoring of remote signalling systems using equipment installed. 
  • Responsible for ensuring all tasks are carried out efficiently and without errors. 
  • Responsible for the provision of appropriate responses to alarm systems and despatch of emergency services. 
  • Responsible for the placing of systems ‘in and out of service’ in response to alarm engineer’s requests. 
  • Responsible for the accurate commissioning of accounts and ensuring all alarm signals are set up to receive the appropriate response. 
  • Provision of an answering service for incoming lines and associated business and out of hours coordination and message handling where appropriate in a timely manner, eliminating excessive on-hold times and providing a high level of customer service. 
  • Processing of data is required. 

Candidates require the following basic skills:

·        Excellent Telephone Manner;

·        Keyboard Skills;

·        To be able to pay attention to detail;

·        To be a team player;

·        Customer Service, call centre or administration experience would be of benefit, but not essential for the right candidate. Progression within the company is through a structured training and assessment process.


Levels of training and achievement combined with experience determine the grading of Operators. Levels run from 1 – 4. 

Other benefits include:

·         Free Parking

·         Company Uniform

Owing to the nature of the position, it is necessary to carry out security and financial screening of all prospective employees prior to commencement of employment which involves verification of employment and residence.                                     

Please contact Phil Down for more information on this position.