FCC Operator (Force Communication Centre)

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.

If you have some questions and want to know about the role, or interested in meeting the team and where you could be working? Then register and attend one of our upcoming recruitment events:

Wednesday 29th January @ 6pm
Wednesday 5th February @ 6pm
Saturday 8th February @ 11am
Wednesday 19th February @ 6pm

For more information or to book a place, please visit the website.

What you will be doing?

As a Dyfed-Powys Police FCC Operator, you will:

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 7 weeks. You will then move onto a shift pattern working alongside an experienced mentor until you are competent to take calls on your own.

What can you expect?

Salary, including shift and weekend working allowances, of £37,109 (after training), rising to £39,653 over 3 years (FTE)
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

How to apply?

If you think you have the skills and passion for this role, please click the link below to view the role profile.

For this application process, you are not required to provide any evidence against the attainments (last section of the application form). When applying for the role, please leave this section blank when submitting your application form.

The FCC Operator selection process consists of 4 stages:

Application form – do not complete the attainment section of the application form.
Online Assessment – Wednesday 26 February to Wednesday 5 March 2025 (you can complete the assessment anytime during these dates).
Work-Based Assessment at Police Headquarters in Carmarthen to be held week commencing 10th March 2025.
In force interview to be held 17th, 18th and 19th March 2025 at Police Headquarters, Carmarthen.

Please note for Welsh speaking candidates the initial online assessment is completed in English. Internal Force processes including force assessment and interview can be conducted in Welsh. To support candidates, and to complete your application in Welsh, it is suggested that you change Language to Welsh on the Jobs Posting Board.

Please also refer to the candidate guidance on our website that provides more detail on how to complete your application.

Welsh language and diversity

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 undefined 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.

Find out if you’re eligible for Positive Action here.

Information point:

If you require any further information about this role, please do not hesitate to email your query to: recruitment@dyfed-powys.police.uk (opening hours Monday to Friday 9am to 5pm) or attend our weekly recruitment drop in session every Wednesday, 11 - 11.30am via teams here.

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.