Ch/sfs/november

**Securitas Fire Division has a Contingency Contract with Surrey Fire Service to provide Call Handlers during strike action of the Fire Service.**

**We are currently recruiting for this role which is a fantastic opportunity to work alongside a team of dedicated professionals and experts that are truly some of the best in their field. You will receive all the training you need.**

**Joining our team will be rewarding, challenging, exciting and fun**

**Training Salary: £16 per hour / Deployment: £24 per hour**

**Initial Training - 2 days, with refresher training every 6 months (expenses paid)**

To provide additional support to the Fire Service during periods of unforeseen staff shortages which could include strike action. To ensure a prompt fire response is maintained and accessible to the public at all times. Mobilise the appropriate resources to incidents in a timely manner. Gather information regarding ongoing incidents and liaise with the appropriate services and agencies to ensure a cohesive operation. Ensure all incident information is accurately recorded on relevant systems.

**Responsibilities**:

- To ensure that Fire 999 calls are promptly answered within the set service level agreement.
- Answer calls in a professional and polite manner, whilst taking control of the conversation to ensure that all relevant information is obtained in order to activate the correct fire resources to the incident.
- To ensure that calls of a sensitive nature are dealt with integrity and empathy, be prepared to remain on the call until the fire service arrives at the scene.
- In unison with taking the call all details should be recorded accurately and timely into the system/database, this requires good and accurate spelling and fast data entry.
- Key information should be relayed and confirmed with the caller to ensure accuracy, in particular the location and nature of the incident.
- Use the variety of information within the system; including maps, incident types, building information etc effectively to assist with pinpointing the location of the incident and relevant incident type to ensure the correct resources are dispatched to the right location in a time critical situation.
- Maintain communications via the radio system with the fire crews to provide support with ongoing requests for additional resources or information.
- Continue to assist all parties in the overall management of incidents, updating relevant external authorities or other emergency services where required.
- Ensure all incident information is received via the radio system and accurately record on the relevant system in order to provide a detailed log of the incident.

**Essential Skills**
- Excellent interpersonal and communications skills written and verbally, the ability to listen and provide clear and concise instructions.
- Excellent customer service skills, being able to deal appropriately and effectively with people from all sections of the communities at all levels.
- Demonstrate a high level of integrity whilst dealing with sensitive situations and provide support calmly and with empathy.
- The ability to follow instructions, procedures and workflow in a disciplined environment.
- Able to work within a team and also be able to act on own initiative when required.
- Fast and accurate data entry skills are required in order to receive and record information at the same time.
- Possess a positive and flexible attitude to all aspects of work.
- Adaptable, flexible and prioritise workload and able to multitask.
- Professional approach.
- Problem solving skills using extensive knowledge to ensure best solutions are implemented. Decision making capability under pressure.

**Desired Skills**:

- Control room experience.
- 45 wpm typing speed.
- Experience working within one of the emergency services.
- Previous experience in working in a call handling environment.

Join Today and Build a Better Tomorrow

At Securitas we are united by our purpose of helping make your world a safer place, we are committed to ethics, sustainability, and compliance, our core values - Integrity, Vigilance and Helpfulness.We have created a culture where our people are empowered to be the best they can be.

We believe in celebrating our differences and creating a supportive environment where all voices are heard. Our colleagues are empowered to think big, fail fast and push the boundaries of innovation. As a purpose-led organisation, we aspire to make a difference every day - and we’re looking for the best and brightest to join our team.

Career opportunities to fuel your future, together we can invest in your professional and personal growth. No matter where you are in your career, there are many training and development opportunities. Your career is in your hands, and we will help you maximize your potential

We are always looking to grow too That why we have been accredited as a Top Employer 5 years in a row.

Join our team and use your talent and passion