Control Room Operator – Suffolk Fire and Rescue Service

Suffolk Fire and Rescue Service (SFRS) are seeking skilled individuals to join us as Fire Control Operators (Firefighter Control) in our brand-new control room.

Our control room operates 24/7, all year round, and serves as a critical link between the public and our operational firefighters. Fire Control Operators play a vital role in making sure emergencies are managed effectively, from answering 999 calls to determining the necessary resources for the fire crew.

Whether you have years of emergency control room experience or looking to start your career in a new and exciting field, this is your opportunity to answer the call and help SFRS make our new control room a success.

Your role and responsibilities

As a Fire Control Operator, you will be answering 999 calls, mobilising resources across Suffolk and liaising with senior fire officers, other agencies and emergency services.

Your responsibilities will include:

  • Answering 999 calls for emergencies and calmly gathering vital information from callers.
  • Being the voice of reassurance while providing crucial safety advice and guidance until help arrives.
  • Thinking fast and assessing situations to dispatch the most appropriate response, including fire crews or other emergency services.
  • Working seamlessly as part of a team to ensure a swift and effective response.
  • Using radio systems to provide critical support and updates to fire officers on the scene.
  • Going beyond emergencies by tackling day to day tasks that keep the fire service running smoothly and prepared.

Initially, you will work on a day duty pattern until the opening of the new control room (Nov 2024), where you will then align to the below shift pattern. The initial day duty phase will cover the training required to work in the control room once live.

You will follow a Control Duty system. The shift pattern is based on an average of 42 hours per week, including weekends and bank holidays, based on 2 days (08:00 – 18:00), 2 nights (18:00 – 08:00) followed by 4 rest days.

You will need: 

  • Excellent communication skills to build rapport and pass on information clearly, even in stressful situations.
  • Superior multi-tasking skills to thrive in a dynamic, high-pressure environment.
  • A clear and decisive mind and be able to make quick decisions.
  • Strong computer literacy and the ability to learn new systems quickly.
  • A genuine desire to help others and positively impact your community.
  • Robust resilience to meet the demanding nature of this crucial role.
  • Fast and accurate keyboard skills.
  • A confident telephone manner.

Previous experience in a similar role or the fire service is desirable, but not essential. We’re looking for those with the right qualities and a willingness to learn.

You can view a full list of requirements in the Job and Person Profile (docx).  If you think you have what it takes to be successful in this role, even if you don’t meet all the requirements, please apply. We would appreciate the opportunity to consider your application.

In return, we will offer you: 

  • A chance to be part of an exciting journey in a brand-new control room.
  • A fantastic working environment and the opportunity to make a difference to the lives of Suffolk residents.
  • A rewarding and challenging career in a vital public service.
  • Travel, lifestyle, health and wellbeing benefits.
  • Membership of a competitive Local Government Pension Scheme (LGPS).
  • Training and encouragement to expand your knowledge.
  • Diverse and active staff networks.

Looking for other exciting opportunities within Suffolk’s new Control Room?

We’re also looking for talented individuals to join us as:

  • Crew Manager (Day Duty) (Policy/Training)
  • Crew Manager (Control)
  • Watch Manager (Control)

Please visit our Suffolk Firefighters website ( for more information and to apply.

Empowering Everyone

We’re big believers in potential, possibility and the power of different ideas. We’re always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report.

For more information

Please visit our Suffolk Firefighters website (

If you have any questions or would like a casual conversation, please reach out to us at

How to apply

Step 1 – Read the Job and Person Profile (JPP) (docx).

Step 2 – Click ‘Apply Now’ to start your online application.

Step 3 – Upload a supporting statement answering the following questions below (no more than 250 words per question). You should use the Supporting Statement template (docx)

  • Question 1: Describe a situation where you had to multitask while maintaining a high level of accuracy and attention to detail. How did you prioritise and coordinate these tasks effectively?
  • Question 2: Provide an example of when you remained calm and focused while dealing with a challenging or stressful situation. How did you manage your emotions and respond appropriately?
  • Question 3: Describe a time when you had to communicate effectively with someone who was distressed or in an emergency situation. What did you do?
  • Question 4: Describe a time when you had to liaise or coordinate with external agencies or partners. How did you effectively communicate and ensure a successful collaborative effort?

Step 4 – Upload a CV (without name and personal details).

Please note: Without a supporting statement and CV, your interest will not be progressed. If you would like an adjustment to this process due to a disability, please contact us at 03456 014412 or

Closing date: 11.30pm, 19 May 2024.

Provisional start date: September 2024.

Successful applicants will be invited to an assessment centre between 3-12 June 2024.

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts.

Salary: £25,819 - £34,415

Contract type: Full Time

Closing date: May 19 2024

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