Controller & Administrator - Alarm Receiving Centre (ARC)

Are you ready to take on a dynamic position within a fast-paced security environment? We’re looking for a professional and adaptable individual to join our team in a dual role as both an ARC Controller and ARC Administrator , depending on business needs.

This is an exciting opportunity to be at the heart of our Alarm Receiving Centre (ARC), supporting both operational alarm handling and essential administrative processes. If you’re customer-focused, tech-savvy, and able to multitask under pressure — we want to hear from you

Who are we?

Banham is a family-owned; family-run business that has been providing security solutions since 1926. We operate throughout the Southeast of England offering a comprehensive service on all aspects of physical and electronic security.  Most important, however, are the people who make up Banham. Our dedicated employees live and breathe collaboration; they inspire and learn from each other while upholding our five core values: Family, Pride, Trust, Leadership, and Making a Difference . Employees who began their Banham careers as trainees now head up our key departments, and we are proud to foster a working environment that encourages staff to stay with us for many years.

What can you bring to Banham?

• Ideally, experience in a call centre, customer-facing, or customer service environment
• Excellent telephone manner and listening skills
• Strong team player with clear communication skills
• High accuracy in data entry
• Security industry experience is preferred

What will you be doing?

• Answer incoming calls for the Banham Group professionally and efficiently.
• Deliver excellent customer service across inbound and outbound calls.
• Process alarm activations accurately and promptly, in line with BS/EN/NSI standards .
• Liaise with emergency services, customers, internal departments, and out-of-hours engineers.
• Take payments for non-contracted clients outside business hours.
• Issue Remote Resets in accordance with NPCC Policy .
• Monitor high-profile CCTV accounts.
• Review and process daily reports and routine checks.
• Create and pass key holding jobs for contracted customers.
• Commission new monitored systems following BS/EN/NSI requirements.
• Process new alarm connection orders from the Installations team.
• Manage URN applications and assist with False Alarm Management.
• Ensure adherence to company policies and procedures.
• Report trends, issues, and changes to management.
• Support administrative tasks to ensure smooth operation of the centre.
• Take full ownership of customer service delivery and satisfaction

What will you get in return?

You will be entitled to a competitive salary of £29K PA and a great range of benefits including:

• 33 days Annual Leave (includes bank holidays)
• Sick Pay that increases with length of service
• Subsidised Private Medical Cover after completing and passing probationary period
• Annual season ticket loan & Banham interest-free loan
• Cycle to work & Home & Tech scheme (up to the value of £2k)
• Hybrid working (dependent on location and role - 3 days office based and 2 days working from home)
• Recruitment referral bonus scheme earning up to £500 per successful referral (T&Cs apply)
• Personal Accident Insurance Scheme - Accidents at work and outside of work are both covered, including personal attacks and sport-related injuries
• Auto-enrolment into our pension scheme
• Training and development opportunities (including day releases for studies/exams)
• Company equipment tailored to your role (laptop, mobile, additional screens)
• Up to 50% off Banham products
• Banham Social Events
• Employee recognition rewards and moments of magic prizes
• Byond card - a workplace benefit to access exclusive offers and discounts on your everyday spend.
• An employee assistance program (EAP). EAP gives our employees access to a 24/7 free, confidential advice service for help with personal and professional problems, which could be affecting your home life or work life, health, and general well-being. This benefit also extends to your family (available from the first day of employment)
• Charity events throughout the year – Banham is proud to be working with The Royal Marsden Cancer Charity and sponsoring The Banham Marsden March since 2010 over £13 million has been raised to make a difference for patients across the UK and the world for The Royal Marsden.

If you share our values and have the drive and enthusiasm to help us fulfil our vision, of significant growth, we would love to hear from you. Please click APPLY now to register your interest.

Banham is an equal opportunities employer providing employment to its team members and applicants without regard for their sex, gender, race, national origin, religion, age, sexual orientation, disability, or any other category protected by law.

We welcome diversity and provide equal opportunities to applicants, based on experience, talent, and qualification for the job.