Emergency Fire Call Handler

Responsibilities

• Answer Fire 999 calls promptly within service level agreements
• Take control of conversations to obtain critical information for resource activation
• Handle sensitive calls with integrity and empathy
• Record incident details accurately and timely into the database
• Use maps and building information to pinpoint incident locations
• Maintain radio communications with fire crews to support ongoing requests
• Update external authorities and emergency services as required

Requirements

• Ability to multitask by listening and inputting data simultaneously
• Excellent interpersonal and verbal/written communication skills
• Strong customer service skills for diverse community interactions
• High level of integrity and ability to remain calm under pressure
• Fast and accurate data entry skills
• Ability to follow strict procedures and workflows
• Decision-making capability in time-critical situations

Preferred Qualifications

• Previous control room experience
• Typing speed of at least 45 wpm
• Experience working within emergency services
• Previous experience in a call handling environment

About the Company

Securitas partners with UK Fire Services to deliver vital Fire Resilience Call Handling capability during major incidents, industrial actions, and emergencies.