Control Room Operator

As a Control Room Operator your role will include taking emergency calls, mobilising fire engines, officers and specialist equipment and teams to the location of an emergency as well as informing senior officers and liaising with other agencies and emergency services.

North West Fire Control operates 24 hours a day and 365 days of the year including all Bank Holidays (Easter and Christmas), and this is covered by a shift system of four teams.

Starting Salary: £26070.74 rising to £26591.87 after 6 week training course.

Hours of Work: A rota pattern of 4 shifts working and 4 rota days off.  Shifts are a combination of 07:00 – 19:00 Days / 12:00 – 22:00 Mids and 19:00 – 07:00 Nights.  The rota is worked as a set pattern of all 3 shifts.


Offers of employment are subject to satisfactory References and Disclosure and Barring Service checks.

Key Responsibilities

  • Undertakes Emergency Call Handling activities in accordance with regional and national Emergency Call Management principles.
  • Mobilises appropriate resources in accordance with Fire and Rescue Service response principles.
  • Undertakes Incident Management and Operational Support activities.
  • Actively supports the integration and development of self and others.
  • Performs the role in all operational conditions e.g. Business as usual, Spate and in the implementation of the business continuity arrangements.
  • Uses and maintains the reliability and readiness of relevant control and operations equipment.
  • Contributes to promoting a culture of excellence and continuous improvement at all times.
  • Complies with all company policy, guiding frameworks and legal requirements especially equality, diversity, fairness & dignity in the workplace and Health and Safety.
  • Deputises for Team Leader as required.
  • Any other duties commensurate with the responsibilities of the role.


Key Decisions made by this Role:

  • Determine the appropriate response to each reported incident.
  • Ensure sufficient incident details are obtained and distributed as appropriate.
  • Ensure correct escalation of issues.

Person Specification

  • Evidence of working and making effective and timely decisions under pressure, maintaining a confident and resilient attitude in highly challenging
  • Demonstrates an ability to work successfully in a team.
  • Evidence of effective communication using an appropriate style, particularly when working under pressure or dealing with callers who may be anxious or distressed.
  • Experience of customer focussed working approach.
  • Evidence of flexibility to achieve continuous personal and team performance through the development of self and others.
  • Demonstrates a good level of literacy and numeracy to be able to assimilate and record information to reflect activity.
  • Evidence of data entry and retrieval, and keyboard skills, to a speed of at least 30wpm, with at least 75% accuracy.
  • Demonstrates an understanding of equality and diversity and experience of embedding a fair and ethical approach to others.
  • Demonstrates an openness to change and experience of actively supporting it.
  • Understands, recalls, applies and adopts relevant information in an organised, safe and systematic way.
  • Evidence of maintaining an active awareness of the environment to promote safe and effective working.
  • Evidence of a conscientious and proactive approach to work to achieve and maintain excellent standards.

Control Room Operator
National Occupational Standards

National Occupational Standards NOS
Maintain information on FRS Ops Resources CO1
Take responsibility for effective performance CO2
Gather Information to co-ordinate an FRS Response CO3
Co-ordinate and FRS Response CO4
Maintain the responsibility and readiness of FRS Control and Operations Equipment CO5
Manage FRS information to support the needs of your community CO6
Specialist or bespoke software CO7
Support the development of colleagues CO8


Job application form

Step 1 of 8 – Personal Details


    Simply fill in the form below or download the application form and send it to North West Fire Control, Lingley Mere Business Park, Lingley Green Avenue, Great Sankey, Warrington, Cheshire, WA5 3UZ.

  • Personal Details

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Equal opportunities form