Fire Dispatcher Contract Based Role

Job Summary:

We are seeking a calm, organised and reliable Fire Dispatcher to join our emergency communications team. The successful candidate will be responsible for receiving and prioritising emergency calls, mobilising fire crews and resources, maintaining accurate incident records and providing clear, timely information to responders and callers. This role requires excellent communication skills, sound decision‑making under pressure and a strong commitment to public safety and procedural compliance.

Key Responsibilities – Emergency Call Handling, Resource Mobilisation and Incident Coordination

• Receive, assess and prioritise incoming emergency and non‑emergency calls via 999/112 and other channels, ensuring rapid and accurate information gathering.
• Mobilise fire appliances, specialist resources and personnel using the computer‑aided dispatch (CAD) system in accordance with operational protocols and risk assessment.
• Maintain continuous communication with crews at incidents, providing updates, safety information and additional support as required.
• Provide pre‑arrival advice to callers, including basic life‑saving guidance and safety instructions, until trained responders arrive.
• Accurately record incident details, actions taken and resource status in incident logs and management systems; ensure records are complete for subsequent reporting and investigation.
• Coordinate multi‑agency responses when necessary, liaising with ambulance, police and other emergency services to ensure effective incident management.
• Follow established standard operating procedures, dispatch policies and data protection requirements at all times.
• Monitor and manage the availability of appliances and personnel; escalate resource shortfalls and operational risks to supervisors promptly.
• Participate in regular training, exercises and quality assurance activities to maintain competency and support continuous improvement.
• Support shift handovers by providing concise briefings and ensuring accurate transfer of incident and resource information.
  
  

Required Skills – Communication, Decision‑Making And Systems Proficiency

• Excellent verbal communication skills with the ability to remain calm and clear under pressure and to convey complex information succinctly.
• Strong decision‑making and prioritisation skills, with the capacity to assess risk quickly and act in accordance with guidance.
• Proven ability to use computer‑aided dispatch (CAD) systems, telephony equipment and incident logging software; aptitude for learning new technologies.
• High level of attention to detail and accuracy in record keeping and data entry.
• Excellent interpersonal skills with the ability to work effectively within a team and to liaise professionally with external agencies and members of the public.
• Resilience and emotional maturity to manage exposure to traumatic or distressing incidents while accessing support mechanisms as required.
• Good organisational skills and the ability to manage multiple tasks and competing demands in a fast‑paced environment.
  
  

Qualifications & Experience – Emergency Communications And Public Safety

• Minimum of 2 years’ experience in emergency call handling, dispatch, control room operations or a closely related role preferred.
• Previous experience within fire and rescue services, ambulance services, police communications or 24/7 control room environments is advantageous.
• Relevant vocational qualifications in emergency communications, public service or customer service desirable.
• Demonstrable IT literacy, including MS Office and the ability to learn bespoke incident management software.
• Willingness to work shift patterns including nights, weekends and bank holidays as part of a rota.
• Right to work in the UK and ability to pass background checks and vetting required for emergency service roles.
  
  

Role Overview

Essential Job Functions & Minimum Requirements

The Fire Dispatcher is responsible for the rapid and accurate mobilisation of fire and rescue resources in response to emergency and non‑emergency incidents. The role ensures the safety of the public and responders by following operational protocols, maintaining clear communication and keeping comprehensive incident records.

Key Responsibilities

• Act as the primary point of contact for incoming emergency calls and manage the initial assessment and triage of incidents.
• Operate CAD and telephony systems to dispatch resources and record actions, ensuring data integrity and timely updates.
• Provide pre‑arrival guidance to callers and maintain communication with crews to support safe and effective incident resolution.
• Follow information governance, confidentiality and data protection requirements when handling sensitive information.
• Contribute to team briefings, training programmes and performance reviews; participate in audits and quality improvement activities.
  
  

Qualifications & Experience

• Previous experience in emergency communications or a similar high‑pressure customer service role preferred.
• Competence in using dispatch and telephony systems; training will be provided for specific platforms used by the service.
• Proven ability to work shifts and remain reliable and punctual; flexible approach to working patterns is essential.
• Excellent spoken English and a clear telephone manner; additional language skills are advantageous.
• Experience of maintaining accurate records and working to procedural guidance in a regulated environment.
  
  

If you are committed to public safety, perform well under pressure and want to contribute to a dedicated emergency service team, we welcome your application. Candidates will be required to undergo vetting, occupational health screening and any role‑specific training prior to appointment.

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