Shift Controller in Belfast

About The Company: OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering. Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

About The Role: Job Specification – Aviation Division Shift Controller – PRM (Passenger with Reduced Mobility) Services Working Pattern 4 on 4 off, 12 hour shifts.

General: A Shift Controller within the PRM service has overall responsibility for the effective allocation of all PRM resources in accordance with the Service Level Agreement as set down by the Belfast International Airport. A 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. A Shift Controller must have the ability to complete efficient and accurate updates of the PRM Assist Timeline system within a high-pressure role, monitor and motivate Customer Care Agents, communicate effectively with all airport personnel and encourage all OCS Agents to maintain a high level of service quality.

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

• Ensure all communication devices are allocated and recorded when being issued to Agents.
• Ensure all communication devices are fully charged and in good working order. Defective communication devices are to be brought to the attention of the Support Service Manager.
• Monitor Agents compliance with uniform/grooming standards, time and attendance, and work performance as per company policy. Any discrepancies can be forwarded on to Customer Service Manager for review.
• Monitor and validate Agents ‘Sign In/Out’ sheets. Any discrepancies must be forwarded to Duty Manager for review.
• Allocate Agents to their positions.
• Allocate Drivers to their Vehicles.
• Ensure all PRM movements are logged and record into the PRM Assist Timeline system, ensuring each task is time stamped at the time the passenger requests assistance and the IATA category confirmed.
• Ensure all E-Mails are opened/reviewed and actioned where appropriate.
• Monitor Timeline system effectiveness – any system difficulties / slowness or other technical problems must be reported to Timeline Support for investigation.
• Allocate tasks to Agents in an efficient manner to ensure compliance with SLA.
• Allocate vehicles and equipment relevant to the PRM IATA category and aircraft stand location.
• Pre-empt and report all possible service failures to Customer Service Manager.
• Ensure Agents are updating PDA’s to maintain an accurate account of the passenger movements.
• Liaise with Airlines/Handling Agents regarding PRMs and flight updates.
• Answer telephone calls in a prompt and professional manner – use the OCS greeting.
• Ensure full complement of wheelchairs are stocked at all OCS locations – as numbers run low allocate a wheelchair collection task to an Agent.
• Complete shift handovers via e-mail to management. Verbal shift handovers to be completed at start / end of shift from Shift Controller to replacing Shift Controller.
• Monitor the Team Leaders work output / Inform performance and provide support as required.
• Monitor and record the Daily Hours.
• Ensure sufficient supplies of ‘Operational Paperwork’ are ready for use.
• Report to Management any accidents/ incidents which occur.
• Provide information regarding any Service Issues which may arise.
• Dispatch Agents nightly to conduct checks of PRM help points – discrepancies must be e-mailed to OCS Management on site.
• Complete PDA training as required.
• Complete PRMAssist Training as required.
• Use of personal phones, reading of non-OCS documents and chewing gum is strictly forbidden.
• Full uniform which is provided must be worn at all times.
• Assist, as required, with any additional duties (including assisting departing/arriving PRMs) as assigned to you by management.
• Communicate effectively with all customers, airport personnel, and colleagues. A professional and courteous approach is essential.

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

• Proficient in computers and IT systems.
• 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 high-pressure environment.
• Have a Five-year checkable work record.
• Previous airport experience is an advantage but not essential.
• Previous customer service experience more than one year desirable.

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.