About the role

Main duties and responsibilities
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As a Fire Service Emergency Response Controller, you are the first point of contact when receiving 999 calls from members of the public and other agencies relating to requests for emergency and non-emergency assistance.

Your role is to gather information, to decide the best course of action, mobilise operational crews and inform other agencies of need for support services. Consider all factors which influence an efficient and effective response, provide fire safety advice to callers, including determining risks to their safety and advising on immediate action until Firefighters arrive, including ongoing support through to conclusion of the incident.

You will need to be a highly effective communicator, whilst remaining calm and focused under emotionally challenging situations. You will have the ability to make decisions based on the assessment of risk and be an effective team player in a dynamic environment.

  • Incident management.
  • Maintaining information on Emergency Fire Service operational resources.
  • Maintain reliability and readiness of control operations equipment.
  • Enter and integrate data and present information using a computer system.

This role is based around a shift system which operates a rolling 8 day pattern of: day, day, night, night, 4 days off.

About you
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  • Ideally you will have experience in a similar role or be a confident and effective telephone communicator.
  • Be empathetic and have good listening skills
  • You must possess a GCSE grade 4 (C) in English and Maths (or equivalent level 2 numeracy and literacy qualification) or have obtained an NVQ level 3 emergency fire services control operations qualification.
  • An aptitude and motivation to undertake an initial training course which will be Monday to Friday 0800-1600.
  • Commit to continuous professional development.
  • Undertake audio tests and a touch-typing assessment at a minimum of 30 words, per minute.

Why work in our Emergency Control Centre?

  • Sense of purpose - Imagine, getting up each day and knowing that you could play a key part in saving lives.

  • Face new challenges everyday - No two days are the same in the emergency control centre. One minute you could be dealing with a call about a road incident, the next a water rescue.

  • Learn new skills - Learning to think fast, communicate, and keep calm in a crisis are just some of the skills you'll master.

  • Be a part of a team! - As well as the support and camaraderie that comes with working in your core team, you’ll also support our neighbouring partners too.

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