The shift Controller within the PRM service is often the first contact a person with reduced mobility may have as they depart from Belfast International Airport, therefore it is critical to note that a team leader is quite often the face, voice, and character of the PRM experience and their ability to make a good first impression is critical to the overall service.
The Shift Controller must ensure that they always act in a professional manner, on the phone and face to face with passengers, airport personnel and colleagues.
You will be responsible for the overall operation which include the efficient and accurate updates of the Avtech Connect System, monitoring the performance levels of Customer Care Agents, communicating effectively with the Control Department, and ensuring all PRM’s are assisted within the Service Level Agreement as set down by Belfast International Airport Authority.
The main tasks associated with the role of a Shift Controller include but are not limited to the following:
- Greet passengers in a pleasant and professional manner.
- Assess the passenger’s mobility requirements.
- Log and record all passenger tasks into the Avtech Connect 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 always maintained.
- 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.
- Complete shift handovers via e-mail to Team Leaders and Duty Manager
- Monitor uniform standards and behaviour of all CCA’s; CCA’s must not congregate around the Team Leader desk, report any discrepancies to Duty Manager
- 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.
Although not exclusive, the following qualities are essential for a Team Leader to be effective and efficient in their role:
- 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 Five-year checkable work record.
- Previous airport experience is an advantage but not essential.
- Previous customer service experience more than one-year desirable