FCC Operator; Force Communication Centre

Job Advert Description

• Could you help people when they need it most?
• Are you a good listener? Reassuring and empathetic?
• Accurate with a keen eye for detail?

Then join Dyfed-Powys Police as one of our dedicated Force Communication Centre (FCC) Operators!

We are looking for people with a strong customer focus to answer emergency calls and provide advice and support to the communities of Dyfed Powys.

• Be the first point of contact for the public to access help, often in emergency situations. You will sometimes need to make decisions which can mean the different between life and death.
• Deal promptly, professionally and effectively with all customer contact including the collection and appraisal of information obtained from telephone calls and digital contact; the resolution of calls for service, whenever possible;
• Timely and effective deployment of police resources to incidents meeting front line demand through the effective use of ‘Command and Control’ within the environment of the Force Control Room.
• Provide a high standard of service delivery for both internal and external customers, in support of relevant service standards, Force guidance and policy.
• Answer and action non-emergency (101) and emergency (999) calls and digital contact in a timely manner.
• Respond to, and action contact through digital channels (including Social Media, Single Online Home, emails etc) in a timely manner.
• Interpret and summarise information provided by customers and create an accurate record on STORM (System for Tasking and Operational Resource Management) where appropriate and update when necessary.
  Provide advice and guidance to customers, signposting where relevant to other agencies for non-police matters

To support you in this varied role, you will be provided with classroom-based training by our dedicated FCC trainer for the first 12 weeks. You will then move onto a shift pattern working alongside an experienced mentor until you are competent to take calls on your own.

• 24 days annual leave (rises to 29 days with 5 years’ service) plus 8 bank holidays
• Access to on-site gyms and fitness classes
• Discounts from various retailers via the Blue Light Scheme
• Cycle to Work Scheme
• Support from our Health and Wellbeing Centre including Welfare Officers, Counselling, Physiotherapy.
• Pension scheme
• Staff Support Networks
• Flexible working opportunities
• Generous maternity/paternity and adoption leave entitlements
• Sick pay provisions

Candidates interested in working part time hours can also apply and we welcome their applications. Salaries and annual leave entitlement for part time employees will be pro rata.

Please note: There is a 2-year tenure on this posting (you need to remain in this post for 2 years prior to applying for alternative posts in Force).

The successful candidate will be subject to vetting, referencing and medical checks.

We are committed to being a bilingual organisation and any application submitted in Welsh will not be treated less favourably than an application made in English.

We ask that all Dyfed-Powys police staff and officers can communicate to Level 1 standard. This means that you can understand and pronounce Welsh place names and can use and understand simple everyday phrases such as greetings. If you are unable to communicate to this standard, during your probation period (typically six months) we’ll fully support you in achieving this through a variety of learning opportunities.

Dyfed-Powys Police welcomes applications from under-represented groups and Welsh speakers.

Dyfed-Powys Police reserves the right to close this advert if we are in receipt of a high number of suitable applications. As such, we encourage early applications to ensure consideration for a post.