At a Glance
- Tasks: Be the first point of contact for emergency calls and provide vital support to the community.
- Company: Join Dyfed-Powys Police, a dedicated force committed to serving the public.
- Benefits: Enjoy 24 days annual leave, gym access, and flexible working opportunities.
- Other info: Part-time hours available; training provided for new recruits.
- Why this job: Make a real difference in people's lives during critical moments.
- Qualifications: Strong customer focus, good listening skills, and attention to detail.
The predicted salary is between 25000 - 25989 £ per year.
Could you help people when they need it most? Are you a good listener? Reassuring and empathetic? Accurate with a keen eye for detail? Then join Dyfed-Powys Police as one of our dedicated Force Communication Centre (FCC) Operators! We are looking for people with a strong customer focus to answer emergency calls and provide advice and support to the communities of Dyfed Powys.
What you will be doing?
- Be the first point of contact for the public to access help, often in emergency situations.
- You will sometimes need to make decisions which can mean the difference between life and death.
- 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.
Welsh language and diversity
We are committed to being a bilingual organisation and any application submitted in Welsh will not be treated less favourably than an application made in English. We ask that all Dyfed-Powys police staff and officers can communicate to Level 1 standard. This means that you can understand and pronounce Welsh place names and can use and understand simple everyday phrases such as greetings. If you are unable to communicate to this standard, during your probation period (typically six months) we’ll fully support you in achieving this through a variety of learning opportunities.
Dyfed-Powys Police welcomes applications from under-represented groups and Welsh speakers. 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.
FCC Operator (Force Communication Centre) in Carmarthen employer: Orange Recruitment
Dyfed-Powys Police is an exceptional employer, offering a supportive and dynamic work environment for FCC Operators dedicated to serving the community. With comprehensive training, generous leave entitlements, and access to health and wellbeing resources, employees are empowered to grow both personally and professionally. The commitment to bilingualism and inclusivity further enhances the workplace culture, making it a rewarding place to contribute to public safety in the beautiful region of Dyfed Powys.
StudySmarter Expert Advice🤫
We think this is how you could land FCC Operator (Force Communication Centre) in Carmarthen
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Orange Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Orange Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace FCC Operator (Force Communication Centre) in Carmarthen
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Orange Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Orange Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Orange Recruitment!
How to prepare for a job interview at Orange Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
