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- Tasks: Manage PRM resources and ensure smooth operations at Belfast International Airport.
- Company: Join OCS UK & Ireland, a leading facilities management company with a diverse workforce.
- Benefits: Enjoy competitive pay, flexible shifts, and a supportive work environment.
- Other info: Inclusive workplace that values diversity and offers growth opportunities.
- Why this job: Make a difference by assisting passengers with reduced mobility in a dynamic airport setting.
- Qualifications: Strong communication skills and a commitment to customer service are essential.
The predicted salary is between 30000 - 40000 ÂŁ per year.
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.
About the Role Shift Controller – PRM (Passenger with Reduced Mobility) Services – Aviation Division, Belfast International Airport. Working pattern: 4 on 4 off, 12 hour shifts.
Responsibilities
- Overall responsibility for effective allocation of all PRM resources in accordance with the Service Level Agreement.
- Ensure all communication devices are allocated, recorded, fully charged and in good working order; report defects to Support Service Manager.
- Monitor and validate agents’ compliance with uniform/grooming standards, time and attendance, and work performance; forward any discrepancies to Customer Service Manager.
- Monitor “Sign In/Out” sheets; forward discrepancies to Duty Manager.
- Allocate agents and drivers to their positions and vehicles.
- Log all PRM movements and record into the PRM Assist Timeline system with accurate timestamps.
- Open, review and action all emails; report any system difficulties or technical problems to Timeline Support.
- Allocate tasks to agents efficiently to achieve SLA compliance and allocate vehicles/equipment appropriate to the IATA category and aircraft stand location.
- Pre‑empt and report possible service failures to Customer Service Manager.
- Ensure agents update PDAs to maintain accurate passenger movement records.
- Liaise with airlines/handling agents regarding PRMs and flight updates.
- Answer telephone calls promptly and professionally, using the OCS greeting.
- Maintain a full complement of wheelchairs at all OCS locations; allocate collection tasks to agents when low.
- Complete shift handovers via e‑mail and verbally at shift start/end.
- Monitor Team Leader output, inform performance and provide support.
- Record daily hours and ensure sufficient operational paperwork.
- Report any accidents or incidents to management.
- Provide information on service issues.
- Dispatch agents nightly to check PRM help points; email discrepancies to OCS Management on site.
- Complete PDA and PRMAssist training as required.
- Adhere to uniform, phone, and conduct policies.
- Assist with additional duties including assisting departing/arriving PRMs as assigned.
Qualities
- Proficient in computers and IT systems.
- Strong communicator, able to engage professionally with all parties, including those with disabilities.
- Approach passengers with disability confidence.
- Self‑motivated, adaptable, proactive.
- Good time management and grooming standards.
- Committed, respectful, enthusiastic.
- Caring, thoughtful, empathetic.
- Ability to work shift work, weekends, and bank holidays.
- Fluent in English (reading, writing, speaking).
- Ability to multitask in a fast‑paced, high‑pressure environment.
- Five‑year checkable work record.
- Previous airport experience advantageous but not essential.
- More than one year of customer service experience desirable.
Equal Opportunity Statement
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.
Locations
Shift Controller in Newport, Wales employer: OCS
Contact Detail:
OCS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Shift Controller in Newport, Wales
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those working at OCS or in aviation. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for the interview by practising common questions related to shift work and customer service. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Show off your tech skills! Since the role involves using IT systems, be ready to discuss your experience with computers and any relevant software. Highlighting this can really set you apart.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the OCS team.
We think you need these skills to ace Shift Controller in Newport, Wales
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Shift Controller role. Highlight any relevant experience, especially in customer service or airport environments, and showcase your IT skills. We want to see how you can bring your unique background to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about working with PRM services and how your skills align with our values. Keep it professional but let your personality come through – we love a bit of character!
Showcase Your Communication Skills: As a Shift Controller, strong communication is key. In your application, demonstrate your ability to engage with diverse groups, especially those with disabilities. Share examples of how you've effectively communicated in past roles to show us you’re the right fit.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s super easy and ensures your application goes straight to us. Plus, you’ll get to explore more about our company culture while you’re at it!
How to prepare for a job interview at OCS
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Shift Controller. Familiarise yourself with the key tasks like resource allocation, compliance monitoring, and communication protocols. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
As a Shift Controller, you'll need to communicate effectively with various stakeholders. Prepare examples from your past experiences where you've successfully engaged with customers or team members, especially in high-pressure situations. This will highlight your strong communication skills and ability to handle challenges.
✨Demonstrate Your Problem-Solving Abilities
Think of scenarios where you've had to pre-empt service failures or resolve issues quickly. Be ready to discuss how you approached these situations and what the outcomes were. This will showcase your proactive mindset and ability to think on your feet, which is crucial for this role.
✨Emphasise Your Empathy and Customer Service Experience
Given the nature of the role, it's important to convey your understanding and empathy towards passengers with reduced mobility. Share any relevant customer service experiences where you went above and beyond to assist someone, as this will resonate well with the company's values and mission.