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Shift Operations Manager

2 months ago

Antrim, United Kingdom OCS Group Full time
Job Description

The Shift Controller is a critical role within the OCS Group, responsible for ensuring the smooth operation of our airport services. As a Shift Controller, you will be the face of our company, interacting with passengers, airport personnel, and colleagues on a daily basis.

Key Responsibilities:
  • Customer Service: Greet passengers in a professional and courteous manner, assess their mobility requirements, and provide assistance as needed.
  • Task Management: Log and record all passenger tasks into our Avtech Connect system, ensuring accurate and timely updates.
  • Team Leadership: Allocate tasks to Customer Care Agents (CCAs) in an efficient manner, ensuring seamless communication and collaboration.
  • System Updates: Complete all system updates in accordance with procedures, ensuring data accuracy and integrity.
  • Service Quality: Monitor and report any service failures to the Control Department and Customer Service Manager, ensuring prompt resolution and high-quality service.
  • Team Support: Ensure the surrounding area of the Team Leader desk is tidy and well-maintained, and that a full complement of wheelchairs are stocked at the desk.
  • Communication: Answer telephone calls in a prompt and professional manner, using the OCS greeting, and communicate effectively with all customers, airport personnel, and colleagues.
  • Adaptability: Be flexible and adaptable to changing situations, and able to use your own initiative to resolve issues.
Requirements:
  • Communication Skills: Good communicator, with the ability to communicate effectively and professionally with persons at all levels, including those with disabilities, and from all backgrounds.
  • Disability Confidence: Have a disability confident approach when assisting passengers with reduced mobility.
  • Self-Motivation: Self-motivated, adaptable to change, and able to use your own initiative.
  • Timekeeping: Good timekeeper and willing to maintain a high level of grooming.
  • Commitment: Committed, respectful, and enthusiastic.
  • Empathy: Caring, thoughtful, and empathetic personality.
  • Language Skills: Ability to speak, read, and write English effectively.
  • Work Environment: Ability to work and multitask within a fast-paced and busy environment.
  • Work Experience: Have a Five-year checkable work record, with previous airport experience an advantage but not essential.