At a Glance
- Tasks: Answer emergency calls and provide vital support to the community.
- Company: Join Dyfed Powys Police, a dedicated force serving the community.
- Benefits: Enjoy 24 days annual leave, gym access, and flexible working options.
- Other info: Part-time hours available; training provided for new recruits.
- Why this job: Make a real difference in people's lives during their most critical moments.
- Qualifications: Strong customer focus and excellent listening skills required.
The predicted salary is between 24000 - 28000 £ per year.
The role is to answer emergency calls and provide advice and support to the communities of Dyfed Powys. Could you help people when they need it most? Are you a good listener? Reassuring and empathetic? Accurate with a keen eye for detail? We are looking for people with a strong customer focus.
What you will be doing?
- Be the first point of contact for the public to access help, often in emergency situations.
- Deal promptly, professionally and effectively with all customer contact including the collection and appraisal of information obtained from telephone calls and digital contact; the resolution of calls for service, whenever possible; timely and effective deployment of police resources to incidents meeting front line demand through the effective use of ‘Command and Control’ within the environment of the Force Control Room.
- Provide a high standard of service delivery for both internal and external customers, in support of relevant service standards, Force guidance and policy.
- Answer and action non-emergency (101) and emergency (999) calls and digital contact in a timely manner.
- Respond to, and action contact through digital channels (including Social Media, Single Online Home, emails etc) in a timely manner.
- Interpret and summarise information provided by customers and create an accurate record on STORM (System for Tasking and Operational Resource Management) where appropriate and update when necessary.
- Provide advice and guidance to customers, signposting where relevant to other agencies for non-police matters.
To support you in this varied role, you will be provided with classroom-based training by our dedicated FCC trainer for the first 12 weeks. You will then move onto a shift pattern working alongside an experienced mentor until you are competent to take calls on your own.
What can you expect?
- 24 days annual leave (rises to 29 days with 5 years’ service) plus 8 bank holidays
- Access to on-site gyms and fitness classes
- Discounts from various retailers via the Blue Light Scheme
- Cycle to Work Scheme
- Support from our Health and Wellbeing Centre including Welfare Officers, Counselling, Physiotherapy.
- Pension scheme
- Staff Support Networks
- Flexible working opportunities
- Generous maternity/paternity and adoption leave entitlements
- Sick pay provisions
Candidates interested in working part time hours can also apply and we welcome their applications. Salaries and annual leave entitlement for part time employees will be pro rata.
Please note: There is a 2-year tenure on this posting (you need to remain in this post for 2 years prior to applying for alternative posts in Force). The successful candidate will be subject to vetting, referencing and medical checks.
How to apply?
For the role of FCC Operator, you do NOT need to complete the attainments as per listed on the role profile at application stage.
The FCC Operator Selection Process Consists Of 3 Stages:
- Online Assessment – week commencing 27/07/2026
- Work-Based Assessment at Police Headquarters in Carmarthen to be held week commencing 17/08/2026.
- In force interview to be held week commencing 07/09/2026 at Police Headquarters, Carmarthen.
Please note for Welsh speaking candidates the initial online assessment is completed in English. Internal Force processes including force assessment and interview can be conducted in Welsh.
Dyfed-Powys Police welcomes applications from under‑represented groups and Welsh speakers.
If you require any further information about this role, please do not hesitate to email your query to: recruitment@dyfed-powys.police.uk (opening hours Monday to Friday 9am to 5pm) or attend our weekly recruitment drop in session every Wednesday, 11 - 11.30am via teams here.
Dyfed-Powys Police reserves the right to close this advert if we are in receipt of a high number of suitable applications. As such, we encourage early applications to ensure consideration for a post.
