Hot Desk Team Leader

OCS UK & Ireland is a 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.

• Greet passengers in a pleasant and professional manner

• Assess the passenger’s mobility requirements

• Log and record all passenger tasks into the PRM Assist system, ensuring each task is time stamped at the time the passenger requests assistance and the IATA category confirmed

• Allocate tasks to CCA’s in an efficient manner

• Complete all system updates in accordance with procedures

• Pre-empt and report all possible service failures to the Control Department and or Customer Service Manager

• Ensure the surrounding area of the Team Leader desk is tidy and well maintained at all times.  If the area needs to be serviced inform the relevant cleaning supervisor

• Ensure a full complement of wheelchairs are stocked at the desk – as numbers run low allocate a wheelchair collection task to a CCA

• Answer telephone calls in a prompt and professional manner – use the OCS greeting

• Communicate effectively with all customers, airport personnel and colleagues.  A professional and courteous approach is essential

• Follow instruction as assigned by management and control department

• Complete shift handovers via e-mail to Team Leaders and CSMs

• Monitor uniform standards and behaviour of all CCA’s; CCA’s must not congregate around the Team Leader desk, report any discrepancies to CSM

• Use of personal phones, reading of non- OCS documents and chewing gum is strictly forbidden

• Eating or drinking whilst on duty is strictly forbidden. A small bottle of water is permitted, however discretion is a must

• Assist, as required, with any additional duties (including assisting departing/arriving PRMs) as assigned to you by management. 

• 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 busy environment

• Have a ten-year checkable work record

• Previous airport experience is an advantage but not essential

• Previous customer service experience in excess of one-year desirable

If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.

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.