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Shift Controller - Edinburgh, United Kingdom - OCS Group
Description
Introduction and overall purpose of the role
To Supervise all staff on shift, while controlling the day-to-day operation by allocating Customer Care Agents to a varied set of jobs throughout their shift. Controlling the Ramp Team to ensure PRM Passengers are processed in a timely manner and without delay. Planning ahead to ensure the smooth running of the day to day Edinburgh Airport PRM operation.
Health & Safety Purpose: To take a direct interest in the health and safety of yourself, your colleagues and others who may be affected by your work activities.
To ensure corporate and legislative compliance by the use of best practises and safe systems of work.
Main Duties & Responsibilities of the Role
Ensure the correct use of AvTech System.
Communicate effectively with all staff members.
Allocate agents to various services in a timely manner and in line with our SLA.
When required assist in the transfer of passengers from aircraft to airport terminal using various equipment; including but not limited to: Aisle chair, S-Max, C-Max, Ambulift, Minibus and wheelchairs
Liaise with airport, airline and handling agents and other regulatory bodies.
Ensure all staff are using Avtech tablets correctly. Report to Duty Manager non-compliant users
Ensure all Electric Mobility Aids (EMA) are effectively processed in a timely manner to allow Ramp Team to prepare.
Liaise with Duty Manager on operational challenges, staffing issues and other relevant matters.
To project a positive and professional image of the operation
Work closely with Host to ensure correct categorisation of PRM Passengers.
Ensure a fair and consistent approach to staff when allocating.
Ensure all flights are served on time and within the SLA for Edinburgh Airport
Process Absence paperwork accurately when staff sickness/absence is reported.
Ensure all staff on duty are contactable via radio, phone and AvTech tablets.
Process telephone enquiries in a professional manner.
Comply with company uniform standards policy
Coach staff where required. Identify and report training requirements to Duty Manager.
Carry out any other reasonable task as requested by the Management Team in support of other members of staff and the operation
Health & Safety accountabilities
Communicate regularly with colleagues through formal and informal channels on safety matters to ensure that there is a free flow of ideas and that morale remains high.
Ensure that the OCS safety image is reflected positively through your actions and those of your colleagues.
Ensure that personal H&S competence and skill level is maintained i.e. attended Managing Safety programme and other Company safety events.
Take responsibility for ensuring that plant and equipment is maintained and fit for purpose.
Ensure that work activities are properly managed and supervised.
Requirements
Full Driving Licence (Desired)
Professional Qualifications required for the job-(particularly for compliance purposes or technical requirements of the role)
Experience –previous experience –desirable/essential for technical competence of the role
Customer Service
Health & Safety
Disability Awareness
Airport Environment
Reception
Telephone & Call Centre
Organisation, office and task management
Staff Supervision
