Fire Control Operator - Firefighter (Control)

West Midlands Fire Service; Birmingham; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Free gym on-site

Free parking

24/7 Employee Assistance Programme

Wellbeing programmes

Blue light discounts

Job summary

West Midlands Fire Service (WMFS) operates the Staffordshire and West Midlands Fire Control, coordinating emergency responses with precision in a high-pressure control room. As Firefighter (Control), you will act as a critical first point of contact for the public, gather information, and initiate rapid mobilisation of fire engines and officers across multiple sites.

The role demands excellent communication, resilience, and the ability to stay calm under pressure while delivering accurate

Qualifications

• Must be at least 18 years old at application.
• Excellent keyboard skills and clear communication.
• Confident, resilient and able to work under pressure.

Responsibilities

• Handle 999 emergency calls, gather accurate information and assess incidents.
• Provide reassurance to distressed callers and prioritise details for mobilisation.
• Mobilise resources via the dispatch system following procedures.
• Maintain detailed incident logs for accountability and learning.
• Communicate with crews and provide ongoing information and support at incidents.
• Coordinate with partner agencies and internal teams as needed.

Skills

18+ age requirement

keyboard skills

communication skills

confident and resilient

English and Maths level 2

Education

Level 2 English and Maths

Tools

ICT

Microsoft Office 365

Job description

Fire Control Operator - Firefighter (Control)

Firefighter (Control)

Publish date: 25th September 2026

Closing date: 12th October 2026

Salary: £29,692

Hours: An average of 42hrs per week- consisting of two day shifts (11hrs each) and two night shifts (13hrs each)

Overview

West Midlands Fire Service (WMFS) is the second largest fire and rescue service in England, serving an area of 902km square and a population of over 2.9 million people.

Our vision is ‘Making the West Midlands safer, stronger and healthier’.

This vision and the strategic goals outlined in ‘Our Strategy’ are what drives the people, professionalism and pride with which we serve our communities.

An exciting opportunity has arisen to join Staffordshire and West Midlands Fire Control (SWMFC) as a Firefighter (Control). This is the official job title for Fire Control Operators, reflecting a specialist emergency control function rather than an incident ground firefighter role. SWMFC sits at the centre of emergency response, providing the vital link between the public, frontline crews and incident commanders. Working as part of a watch-based team in a high-pressure control room environment, staff support both Staffordshire Fire and Rescue Service and West Midlands Fire Service across a complex and varied risk landscape.

SWMFC serves approximately 3.8m people across 3,615 square kilometres and is one of the leading fire control rooms in the UK. It operates across three control room locations within two independent sites in the West Midlands and contributes to national resilience through established ‘buddy’ arrangements with other fire control rooms, ensuring continuity of service during periods of exceptional pressure or disruption.

In this role, you will be a critical first point of contact for members of the public calling 999 to report emergencies. Fire Control Operators are responsible for gathering accurate information, managing distressed callers and making time-critical decisions that directly influence operational outcomes. They mobilise and coordinate resources, manage the availability and movement of vehicles and officers, maintain real-time computerised incident logs, and provide ongoing communication and support to crews at incidents. Their work is every bit as vital as that carried out on the incident ground, requiring professionalism, resilience, strong communication skills and a clear commitment to public service.

Responsibilities

• receive and manage 999 emergency calls from members of the public, quickly gathering accurate information to assess the nature, urgency and location of incidents
• diffuse stressful or distressed caller situations and maintain reassurance while prioritising key factual details to support effective mobilisation decisions
• mobilise and coordinate resources by deploying fire engines, specialist equipment and officers through the computerised dispatch system in line with procedures
• maintain detailed incident logs and records during and after calls, ensuring all actions, timings and updates are logged and can be referred to for operational accountability and learning
• communicate with operational crews at incidents, providing ongoing information, updates and support as the situation evolves, and ensuring crews have accurate situational awareness
• liaise with partner agencies and internal teams, such as emergency services and prevention/protection staff, to share information, risk intelligence and support wider response activity where needed.

Experience and skills

Essential

• be at least 18-year-old at the time you apply
• have excellent keyboard skills
• have excellent communication skills
• be a confident and resilient individual
• have at least a level two qualification in English and Maths.

Desirable

• attentive to detail, able to receive and record information accurately
• excellent communicator, able to listen, reassure and explain situations clearly
• able to remain calm under pressure and provide guidance in stressful situations
• able to work as part of a wide-reaching team across two organisations working towards a set of combined aims, objectives and goals
• skilled in ICT and familiar with a variety of software applications including Microsoft Office 365
• able to work a 24/7 roster pattern including night shifts and Bank Holidays
• a real team player
• positive in approach, dedicated and willing to learn at all times.

Benefits

• enhanced family leave benefits, including 52 weeks fully paid maternity and adoption leave
• flexible and agile working arrangements
• on-site free gym facilities
• free parking.
• We also offer access to an in-house occupational health facility, including occupational health and fitness advisors, sports therapists, physiotherapists, cognitive behavioural therapy practitioners and counsellors.
• 24/7 Employee Assistance Programme
• wellbeing programmes
• ‘blue light’ discounts across many retailers through partner schemes
• Sports and Welfare scheme (for a small fee) – with access to discounted products and services.

Diversity

We welcome applications from all eligible candidates. However, as women and Black and minority ethnic employees are currently under-represented in our service, we particularly encourage applications from these groups.

WMFS is committed to safeguarding and promoting the welfare of children, young people and adults. We expect the same of every staff member.

Successful candidates will be subject to necessary pre-employment checks, including - where applicable - relevant level Disclosure and Barring Service (DBS) check, qualifications, medical clearance, identity and right to work. All applicants will be required to provide two suitable references.

Questions

If you have any questions about the role, or would like an informal discussion, please contact Martina Hamilton by email at [e-mail]