Fire sector jobs

Emergency Call Handler - Firefighter (Control), Dorset & Wiltshire FRS (REF: ECH/DW)

Listed 20 April 2021

Emergency Call Handler - Firefighter (Control)

  • Contract Type: Permanent
  • Working Hours: Shift
  • Location: Wiltshire
  • Appointment Type: Permanent (there may also be opportunities on fixed term contracts)Salary: £22,641 - £30,179 per annum (linked to training and development) 
  • Hours: Full Time - 42 hours per week (shift work) 
  • Location: Potterne Support Offices, Wiltshire. There may be a requirement to work from other locations on occasion.

We are looking for Emergency Call Handlers, officially known as Firefighters (Control), based in our Operational Comms and Service Control Centre department. The role will be based at our Potterne Support Offices. 

Service Control Centre is crewed 24 hours per day, 365 days of the year, achieved by four watches on a rotating shift pattern averaging 42 hours per week. This is covered by staff working two consecutive days (08:00 – 18:00), followed by two consecutive nights (18:00 – 08:00) and four days off.  Therefore, applicants must be able to work days, nights, weekends and bank holidays.

Successful applicants will receive full and comprehensive training and be enrolled on an apprenticeship scheme.  

This is an exciting opportunity to become part of the Dorset & Wiltshire Fire and Rescue Service that is committed and passionate about changing and saving lives. Our Service is one of the largest combined Fire and Rescue Services in the country and is rated as ‘Good’ by the HM Inspectorate in terms of our Efficiency, Effectiveness and how well we look after our People.

Our Service offers a wide range of employee benefits and strives to ensure that our employees feel valued and rewarded. For example, we offer a Local Government Pension Scheme and a generous annual leave allowance. Other benefits include national and local discounts, a variety of family friendly schemes and health & well-being services.

The successful candidate will:
  • Take emergency calls from the public
  • Liaise with partner agencies, including police, ambulance and local authorities
  • Provide guidance and support to the caller, which is some cases may be distressing
  • Mobilise resources accordingly, working as part of a team, providing support to operational colleagues at an incident
You must:  
  • Have 4 GCSE passes - Grade A*-C / 9-4, including English and Mathematics / equivalent Level 2 qualification / or higher-level relevant qualification, and be able to provide evidence of this
  • Be a minimum of 18 years old at the point of application
  • Have the right to work in the UK
  • Not have any unspent criminal convictions
  • Hold a full, valid UK driving licence
  • Be competent in the use of Microsoft Office and other software packages
  • Be able to establish a rapport with distressed callers


 You are:
  • Able to provide a commitment to the shift working pattern
  • Able to demonstrate excellent communication skills and a positive attitude to internal and external customer care
  • Resilient when dealing with distressed callers in emergency life or death situations
  • Able to manipulate datasets and databases
  • Able to display professionalism in line with working as part of a uniformed, disciplined service
Find out more and apply

Other Information: 

  • The role involves evening and weekend working
  • A Basic Disclosure & Barring Service Check (DBS) clearance will be undertaken on the successful individual prior to offer of employment.
  • Any offer of employment will be subject to full pre-employment checks which include identity checks, right to work in the UK, medical and receipt of satisfactory references
  • Pension allowances (Lifetime or Annual): Please note that it is your personal responsibility to check whether by applying/accepting this position it would result in any allowance implications.  A breach in the Annual or Lifetime Allowance threshold could result in a Tax charge

If you think you would work well in this role and help make our community safer then we encourage you to apply for this exciting opportunity.

The closing date for applications is midnight on Monday 03 May 2021.   The selection process will include the following stages:

Should you be shortlisted for interview, further details re interview format/location will be provided before the interview date.

Candidates will need to be successful at each stage in order to progress to the next stage in the process. 

We will be adhering to government Covid-19 safety guidelines to protect the health and welfare of our staff and candidates throughout the selection process.  We will be unable to progress your application if you cannot attend or complete all stages of the process on the specified dates.

To find out more and apply:

For more detailed information please read the Firefighter (Control) Recruitment Information on our website: 

If you have any queries, please check our FAQs 

If you have any additional questions not covered by our website, you can contact us using the following email address  

Closing date: 03 May 2021

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