Control Room Operator – Making a Difference Every Day
At North West Fire Control, every 999 fire call starts with us and that means every call matters.
We’re looking for people who want more than just a job. People who want to make a real difference, stay calm under pressure, and be there when it matters most.
Salary, Location and Hours
Starting Salary: £30,960, rising to £33,798 after 13 weeks, with progression up to £39,047.78 based on development and assessment
Start Date: September 2026
Location: North West Fire Control, Warrington
Hours: 24/7 service covering 365 days of the year – working 12-hour shifts on a 4 on / 4 off pattern, including days, nights, weekends and bank holidays
About the Role
As a Control Room Operator, you’ll be the first point of contact in an emergency. You’ll answer 999 calls, gather vital information quickly, and make sure the right fire and rescue response is sent.
You will:
- Listen carefully and ask the right questions when people need help.
- Capture and record information accurately in real time.
- Share clear and precise details with colleagues and emergency services.
- Support a coordinated response in fast-moving situations.
Every decision you make, and every detail you record, can have a direct impact on someone’s safety.
What the Role Really Requires
This is a role where no two calls are the same. The pace can change quickly, and there will be times when the pressure is high.
You’ll need to be someone who can:
- Stay calm under pressure – making quick decisions and taking action when it matters most
- Handle responsibility – the information you take and share is critical to keeping people safe
- Be resilient – you’ll deal with challenging situations and conversations and need to stay focused throughout
- Work at pace – listening, thinking, speaking and typing at the same time.
- Be accurate and detail-focused – clear and precise information is essential.
- Adapt quickly – situations can change in an instant, and you’ll need to respond with confidence.
- Comfortable working in a structured environment – you’ll follow clear procedures and established ways of working to ensure consistency and safety
- Flexible and adaptable – situations can change in an instant, and you’ll need to respond quickly and confidently
This role can be demanding, but it is also incredibly rewarding. The work you do will have a real and immediate impact on people’s lives.
Essential Skills and Behaviours
- Clear and strong communicators with strong listening skills and confident phone manner.
- Ability to stay calm and make accurate decisions in high pressure situations.
- Strong attention to detail, with the ability to work quickly and accurately in a time-critical environment.
- Confidence using multiple systems while listening, speaking and typing.
- Ability to follow structured processes while adapting to changing situations.
- Open to learning, feedback, and continuous development
- Able to work well as part of a team, and independently when needed
- GCSE (or equivalent) English and Maths
- Typing speed of 40 wpm (or equivalent ability to accurately record information in real time – reasonable adjustments available)
What We Offer
We know this role comes with responsibility, so we make sure you’re supported.
- Structured training and ongoing development
- A clear, supported pathway to progress
- Competitive salary and Local Government Pension Scheme
- 29 days annual leave (pro rata)
- Health and wellbeing support, including an Employee Assistance Programme, Mental Health First Aiders and Occupational Health
- Free uniform and onsite parking
- A supportive and inclusive environment built on integrity, respect, honesty and accountability
Additional Information
Minimum age: 18 for Insurance purposes
Standard DBS check required
We are an equal opportunities employer and welcome applications from all backgrounds. We are committed to making our recruitment process accessible and can offer reasonable adjustments at every stage.
Job Types: Full-time, Permanent
Pay: £30,960.00-£38,470.00 per year
Benefits:
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay
Licence/Certification:
- CSCS (preferred)
- Confined Space High Risk with Rescue (preferred)
Work Location: In person
