Fire Control Operators (999 Call Centre)

Being a part of Kent Fire and Rescue Service 

Everyone is unique. Everyone has value. Everyone helps to make Kent Fire and Rescue Service a great place to work. We are one team. Together with our customers we are creating a safer future for Kent and Medway.

Being a ‘Fire Control Operator’

Forming part of an essential team, Call Centre Operators Operators part of Fire Control take 999 calls and are the first line of support for members of the public who may be in a distressing situation.  As a Control Operator, Outstanding level of customer service is essential as you gather vital information in order to mobilise fire appliances and firefighters to respond to a wide range of incidents across Kent.

Fire Control Operators are required to cover days, nights, weekends and public holiday periods. The shifts consist of a range of days 07:00 to 19:00 and nights 19:00 to 07:00 shifts.

Please note that as a requirement of the vetting process you must not have been out of the United Kingdom for in excess of 12 months over the proceeding 3 years.

What you’ll do

• Taking calls from the public, crews, other emergency services and partner agencies
• Keeping self and customer calm to gain essential information, including location and nature of emergency
• Mobilise and support emergency fire and rescue service resources and liaise with partner agencies with regards to additional response
• Building rapport with the customer until help arrives, providing emotional support and advice, whilst simultaneously keeping crews up to date on the evolving situation whilst en route
• Use technology to record accurate and relevant information gained from callers to enable the correct emergency resource allocation

What you’ll bring

• Knowledge and understanding of customer service principles
• Ability to communicate with a variety of people, understanding and appreciating their needs
• Ability to collate and interpret information, evaluate different solutions and make effective decisions
• Ability to collaborate effectively within a team
• Experience of working in a pressurised environment

Benefits

• Automatic membership of the Local Government Pension Scheme
• Blue Light Card discount scheme supported by a number of high street retailers
• A range of family friendly policies including promoting work-life balance
• Access to health and wellbeing services and advice
• Access to LinkedIn learning online training
• Free parking
• Above all you’ll become part of a service that is committed to the safety of our community

How to apply

Please complete an online application and CV by midnight on 10 August 2025

As part of the application process you will be required to undertake face to face assessments at Coldharbour

Assessments will take place between 16 – 19 August 2025 – morning, afternoon & evening sessions will be made available.

Interviews will be held on week commencing 26 August 2025 face to face at Service Headquarters, Maidstone.

As part of pre-employment checks, successful candidates will be required to attend a medical between 8 – 19 September 2025.

Inclusion is at the heart of everything we do. We know that great minds don’t think alike, so we rely on diverse thoughts, feelings, beliefs and backgrounds to create the best working environment that we can possibly offer.

Kent Fire and Rescue Service, its employees and volunteers, are committed to safeguarding, protecting and supporting children, young people and adults at risk. As part of our safer recruitment process, we will undertake pre-employment checks to verify your suitability for the role. These checks will include your references and a standard or enhanced Disclosure and Barring Service (DBS) check. Enhanced DBS check with barred lists are carried out for roles with direct and unsupervised access to children, young people and adults at risk. Risk assessments will be undertaken on any disclosures identified as part of the pre-employment checks.

As a Public Sector organisation with added responsibilities under the Equality Act, 2010 the candidate must demonstrate an understanding of what is meant by Equality, Diversity and Inclusion and how this fits in with their everyday work.