Emergency Call Handler

Are you looking for a new, bigger more exciting challenge?
Opportunities like this don't come around too often, so you will need to be willing to give everything that you have got to make it happen and succeed

This 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 to fast track yourself to success. We take pride in what we do and our values underpin our behaviours.
Joining our team will be rewarding, challenging, exciting and fun
If you are looking for a career, with genuine opportunities to move up the ladder, then we are a company that wants to help you, guide you and inspire you to achieve your full potential.

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 resourcesto 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 theright 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.

Essential
- 5-year checkable history / person check.
- Right to Work in the UK.
- Experience in working in pressure fast-changing environment, whilst remaining calm in stressful situations.
- Computer literate, ability to adapt to new systems, and overview several systems at any one time.

**Desirable 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.

**About Company**

**Integrity**, **Vigilance**, and **Helpfulness** are the core values that Securitas is built on to shape a long-term, financially successful enterprise for our customers, employees, and shareholders.

With roots dating back to 1934, Securitas is one of the largest security service organisations in the world. We are a company that offer career progression and development, providing access to training and the ability to gain professionally recognised qualifications.

Securitas is an all-inclusive employer, and we encourage individuality within our company. If you want to know more about why Securitas is the world's leading security group, and our continuing work in the diversity & inclusion space, please visit our website.

Join the Securitas Team today