Shift Allocator

at  OCS Group

ABOUT THE COMPANY:

OCS UK & Ireland is a leading facilities management company with a turnover of £1.7bn and 50,000+ colleagues. We deliver innovative, award-winning services to the public and private sectors and our mission is to make people and places the best they can be.
This role sits within our Aviation business sector business division that provides catering, cleaning, hard services, pest control, and security services to a wide range of prestigious clients.

ABOUT THE ROLE:

Shift Pattern: 05:00am to 17:00pm
OCS on behalf of Cork Airport is responsible to meet, greet and keep an accurate record of all PRM passengers.
The Shift Allocator must ensure that they act in a professional and courteous manner at all times when interacting with passengers and airport staff.
They are responsible for the overall successful operation of their specific work area and must ensure that they utilise the allocation system to monitor the performance levels of agents and ensure all PRM’s are assisted within the Service Level Agreement as set down by the Airport Authority.

KEY RESPONSIBILITIES:

• Greet passengers in a pleasant and professional manner
• Assess the passenger’s mobility requirements
• Log and record all passenger tasks into the allocation 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 Operations Manager
• Ensure the surrounding area of the reception 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.
• Communicate effectively with all customers, airport personnel and colleagues. A professional and courteous approach is essential
• Follow instruction as assigned by management
• Monitor the email inbox ensuring all emails are responded to in a timely manner.
• Updating and maintaining records in the rostering system.
• Utilise PRM Assist to aid forecasting of staffing levels and PRM assistance requests.
• Handle Shop and Collect packages on behalf of the airport.
• Support the Hold Baggage Screening Operation where required including upskilling and
• certification.
• Assist, as required, with any additional duties as assigned to you by management.