Shift Controller

Job Reference: /MD/20-06/1211/2

Job Title: Shift Controller

Location: Belfast, Northern Ireland

Salary: Competitive

Hours per week: Variable Shift Rota - 40 hours per week

Business Overview

OCS UK & Ireland, part of the OCS Group, is a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.

Job Overview

We are currently recruiting for Shift Controller to join our passionate and driven team based at our client’s site in Belfast, Northern Ireland

The shift Controller within the PRM service is often the first contact a person with reduced mobility may have as they depart from Belfast International Airport, therefore it is critical to note that a team leader is quite often the face, voice, and character of the PRM experience and their ability to make a good first impression is critical to the overall service.

The Shift Controller must ensure that they always act in a professional manner, on the phone and face to face with passengers, airport personnel and colleagues.

You will be responsible for the overall operation which include the efficient and accurate updates of the Avtech Connect System, monitoring the performance levels of Customer Care Agents, communicating effectively with the Control Department, and ensuring all PRM’s are assisted within the Service Level Agreement as set down by Belfast International Airport Authority.

Key Responsibilities:

The main tasks associated with the role of a Shift Controller include but are not limited to the following:

• Greet passengers in a pleasant and professional manner.
• Assess the passenger’s mobility requirements.
• Log and record all passenger tasks into the Avtech Connect system, ensuring each task is time stamped at the time the passenger requests assistance and the IATA category confirmed.
• Allocate tasks to CCA’s in an efficient manner.
• Complete all system updates in accordance with procedures.
• Pre-empt and report all possible service failures to the Control Department and or Customer Service Manager
• Ensure the surrounding area of the Team Leader desk is tidy and well always maintained.
• Ensure a full complement of wheelchairs are stocked at the desk – as numbers run low allocate a wheelchair collection task to a CCA.
• Answer telephone calls in a prompt and professional manner – use the OCS greeting.
• Communicate effectively with all customers, airport personnel and colleagues. A professional and courteous approach is essential.
• Follow instruction as assigned by management.
• Complete shift handovers via e-mail to Team Leaders and Duty Manager
• Monitor uniform standards and behaviour of all CCA’s; CCA’s must not congregate around the Team Leader desk, report any discrepancies to Duty Manager
• Use of personal phones, reading of non- OCS documents and chewing gum is strictly forbidden.
• Eating or drinking whilst on duty is strictly forbidden. A small bottle of water is permitted; however, discretion is a must
• Assist, as required, with any additional duties (including assisting departing/arriving PRMs) as assigned to you by management.

About You:

• Applicants must have the right to work in the UK

Although not exclusive, the following qualities are essential for a Team Leader to be effective and efficient in their role:

• Good communicator, with the ability to communicate effectively and professionally with persons at all levels, including those with disabilities, and from all backgrounds.
• Have a disability confident approach when assisting PRMs.
• Self motivated, adaptable to change and able to use own initiative.
• Good timekeeper and willing to maintain a high level of grooming.
• Committed, respectful and enthusiastic.
• Caring, thoughtful and empathetic personality
• Ability to handle shift work, including weekends and Bank Holidays
• Ability to speak, read and write English effectively.
• Ability to work and multitask within a fast paced and busy environment.
• Previous airport experience is an advantage but not essential.
• Previous customer service experience more than one-year desirable

Benefits

• Wide range of retail discounts
• Discounted gym membership
• Join our Cycle to Work scheme
• Access to “CHROMA”, our internal colleague-led diversity and inclusion community – join a committee or take part in our events
• Access to internal Mental Health First Aiders
• Immediate access to “Opportunity” our internal Learning and Development platform
• Required professional membership fees paid for
• Win monthly Superstar Awards

How to apply

If you are interested to join a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply!

Alternatively, if you know someone whom you feel would be a good fit for this vacancy, click the link below to refer them and you could win up to £500! (T&Cs apply)

https://b/form/f3343c912a8643b69cfdc89dc2bbba8f