About the Role
As a Control Room Operator, you'll be the first point of contact in an emergency, answering 999 calls, gathering vital information and ensuring the right fire and rescue response is mobilised.
You will:
- Listen carefully, ask the right questions and reassure callers.
- Accurately record critical information in real time.
- Share clear, precise information with colleagues and emergency service partners.
- Support a coordinated response in fast-moving, time-critical situations.
What the Role Requires
- Stay calm under pressure, making quick, confident decisions when it matters most.
- Be resilient, remaining focused during challenging situations and conversations.
- Work at pace, listening, thinking, speaking and typing simultaneously.
- Maintain accuracy and attention to detail in a time-critical environment.
- Adapt quickly to changing situations while following established procedures.
- Work confidently in a structured environment, ensuring consistency and safety.
Understanding the Demands of the Role
This is a fast-paced, safety-critical role. At busy times, you will need to listen to callers, process information, communicate clearly, use computer systems and accurately record information at the same time. You will also need to follow established procedures, respond to changing situations and maintain concentration and accuracy during 12-hour shifts, including days, nights, weekends and bank holidays.
Essential Skills and Requirements
- Strong communication, listening and telephone skills.
- Ability to stay calm and make accurate decisions under pressure.
- Excellent attention to detail and accuracy in a fast-paced, time-critical environment.
- Ability to use multiple systems while listening to callers, communicating clearly and accurately recording information in real time.
- Ability to follow structured processes and adapt to changing situations.
- A positive approach to learning, feedback and continuous development.
- Able to work effectively both independently and as part of a team.
- GCSE (or equivalent) in English and Maths.
- Typing speed of 40 wpm (reasonable adjustments available).
Salary: £32,136.48 rising to £33,475.50 after 13 weeks, with progression up to £40,531.60 based on development and assessment
Contract type: Full Time
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Control Room Operator – North West Fire Control employer: National Fire Chiefs Council Limited.
West Midlands Fire Service is an exceptional employer that prioritises the well-being and development of its employees. With a strong commitment to inclusive workplace practices, we offer a supportive work culture that encourages personal and professional growth. Our focus on innovative reward and recognition strategies ensures that every team member feels valued and motivated, making WMFS a truly rewarding place to work.
Contact Details:
National Fire Chiefs Council Limited. Recruitment Team
