Carmel Pemberton

Dedicated as a 999 emergency call handler and controller for Sussex Police for 13 years. The role is to answer 999 emergency police calls and dispatch officers to these emergencies on a priority basis. This is an extremely fast paced, highly emotional and hard environment to work in, but incredibly rewarding to be able to help people everyday and save lives.

Highlighted below are the skills I have accumulated and demonstrate within this role:

• Demonstrate respect, friendliness and willingness to help wherever needed.
• Consistently arrived at work on time and ready to start immediately.
• Offered friendly, efficient customer service and handled challenging situations with ease.
• Displayed energy and enthusiasm in a very fast-paced environment.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Delivered exceptional customer service by proactively listening to concerns and answering questions.
• Maintained a high level of professionalism at all times whilst dealing with sensitive and traumatic situations and distressed individuals.
• Adapted communication style appropriately according to age, emotional state and vulnerability of the caller.
• Demonstrated outstanding empathy when communicating with any individual of any age and any vulnerability.
• Demonstrated resilience in handling emotionally challenging calls daily.
• Handled emergency calls efficiently by maintaining calm under pressure.
• Developed strong multitasking skills during high-pressure situations. Managing multiple calls simultaneously, ensuring swift response times.
• Utilised computer systems proficiently to input and retrieve data quickly.
• Demonstrated compassion, emotional resilience and respect to handle high volume of emergency calls.
• Navigated stressful and unpredictable situations with calm and collected approach.
• Served as first point of contact for callers seeking emergency support.
• Processed information quickly in time-critical situations.
• Asked clear and relevant questions to extract critical information quickly.