Casual Emergency Fire Call Handler

Securitas partners with UK Fire Services to deliver vital Fire Resilience Call Handling Capability during major incidents, industrial actions, adverse weather, and other emergencies that could impact staff availability. We are currently recruiting for this casual 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!

The Role:

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

• Multitasking efficiency - listening to information and correctly inputting it into the system.
• 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.

It’s great to see you’re considering a career with us here at Securitas UK! You're one step away from joining our global team of over 375,000 professionals.

Why Choose Securitas UK?

At Securitas UK, we are on a mission to make the world a safer place, driven by our core values of Integrity, Vigilance, and Helpfulness. We foster empowerment, innovation, and growth, offering industry-leading training and career development opportunities.

What You Can Expect

Applying for a new role can be exciting yet daunting. Our dedicated Recruitment Team carefully reviews every application, and we appreciate your patience. Need support or interested in becoming part of our ‘Fire Resilience’ team? We’re here to help—just drop us an email to [email protected] for more info!

Diversity & Inclusion: Be Yourself at Securitas

We are an all-inclusive employer, embracing individuality and diversity as key to our success. Our belonging strategy focuses on:

• Career Growth: Clear pathways from apprenticeships to leadership programs.
• Inclusive Leadership: A culture of respect, transparency, and collaboration.
• Fair Pay & Benefits: Competitive, equitable compensation and benefits.

Our Commitment to You

We support our workforce through initiatives such as:

• Employee Networks – Safe spaces to connect and influence policies for change.
• Race at Work Charter & Armed Forces Covenant – Supporting equality and inclusion.
• Disability Confident Employer – Ensuring accessibility with our Reasonable Adjustment Passport. With our Level 2 Disability Confident Employer Certification - We commit to guaranteeing an interview to anyone who discloses a disability at screening, providing they live within the location requirements, drop us an email if you have any concerns or questions around our commitment
• Health & Well-being Programs – Mental health support and workplace wellness.
• Neurodiversity Top Employer Certification – Leading inclusivity for neurodivergent individuals.

We celebrate diversity year-round with events like BSL Week, International Women’s Day, PRIDE, and Black History Month and so much more!

Take the Next Step

Join us and be part of a team that values you. Click ‘I'm Interested' and start your career with Securitas UK today!