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.
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