Manchester Airports Group

CCR Controller

Manchester Airports Group - Posted 29 days ago
£23k-26k/year  + Equity

Full-time

Stansted Mountfitchet, ENG

Category
Airline Customer Service
Career Level
Senior, Mid-Level
Company size
12k employees

Airport:  Stansted

Airline Customer Service Job description

Company: MAG

  • 40 hours per week - 4 on 4 off (Days & Nights)
  • Salary starts at £23,356.35 rising to £25,862.57 after three months (subject to a successful performance review period) plus 17.5% shift pay

We currently have an opportunity to join our Car Park Operations Team at London Stansted as a CCR Controller. This role is a critical part of the operation and key to our success. The successful candidate will need to be a multi-skilled team member who delivers all aspects of the role and car park operations, enabling customers to receive first-class service.

In this role, you will be responsible for continuously monitoring aspects of the car park operations which include but are not limited to the CCTV, ANPR, Operating Systems, Intercoms, and Control Suite. You will operate remote entry and exits to car parks while monitoring performance by identifying and escalating any faults and potential risks relating to Security and Health & Safety.

Principal Accountabilities:

  • Act as the first and last touch point for the customer journey at barrier systems; providing first-class customer service when dealing with internal and external inquiries, representing the MAG values and behaviors
  • Monitor the operation of automatic entry/exit systems and Pay On Foot (POF) equipment, while taking corrective actions to faults and coordinate any reactionary maintenance and escalate any unresolved problems
  • Provide general assistance and information to customers satisfaction, including providing information on facilities, products, booking information, and any queries relating to post-visit support through customer relations and the car park team including responding to customer-related inquiries.
  • Constant monitoring of CCTV for congestion of the road network, car parking offenders, H&S reporting, providing assistance at the barriers & POFs, incidents, supporting unattended vehicle process, environmental issues and any concerns and escalating as appropriate
  • Responsible for the administration of documents/forms to ensure the smooth running of the Car Parks operation, including but not limited to carrying out Health & Safety reporting and any other ad hoc reporting as required
  • Deal with conflict by holding and de-escalating conversations regarding payment of car park fees, making revenue decisions including gestures of goodwill, fee waivers, adjustments and allowing access
  • Analyzing and providing data to support internal and external processes which may include and not limited to ANPR, movements, barrier entry/exit and booking information

Knowledge, Experience and Skills:

To be successful in this role you will need to be able to work on your own initiative, without direct supervision, while having the ability to work as part of a team. You will need to be able to communicate clearly with both customers and colleagues, demonstrating excellent verbal and written skills. Other preferred skills include but are not limited to:

  • Experience working in a customer service role; either in a face-to-face or telephone capacity
  • Ability to multi-task, whilst maintaining attention to detail
  • Computer literate, including knowledge of Microsoft Office applications and experience using operating systems
  • Organizational skills
  • Experience in working under pressure in a fast-paced environment, working accurately under pressure whilst maintaining high standards of customer service
  • Problem-solving

Benefits:

As a MAG employee, you will have access to some great benefits including; 

✈Free on-site parking whilst working

✈Free Airport parking when you go on holiday (subject to availability and pre-booking)

✈Access to the “Benefits me – My MAG rewards” portal with discounts and savings

✈ 24-hour Employee Assistance Programme

✈MAG Pension scheme

✈Discounts on MAG products such as Escape Lounges and holiday parking at our Airports

Did you know? You can get up to 80% discount on bus, coach, and rail!

The easy and cheap way to get to work at the Airport is by public transport. The Airport Travelcard is very simple to use and you have the option of purchasing monthly or annually from the Airport Commuter Centre.

Depending on your home postcode (please check the route you need) you are entitled to Airport Travelcard. You have the option to purchase a monthly, 3 monthly, 6 monthly, or annual Airport Travelcard – giving you more savings! An annual Travelcard gives you two months FREE! Learn more by clicking here.

How to apply

Please submit an up-to-date CV.

Successful applicants will be subject to background checks.

Company

MAG is the country’s largest airport group. We own Manchester, Stansted and East Midlands Airports along with MAG USA, a major Airport Services business based out of Chicago. Pre-Covid, we were enjoying year-on-year growth with FY20 seeing MAG generate £893 million (+3.7%) in revenue, driven by passenger numbers along with non-aero yield improvements and increased cargo operations, contributing more than £3b to the UK economy. We see the post-Covid world yielding much the same. To our 59.6 million passengers and 5000+ colleagues, we are more than simply where your holiday begins! We are 24/7 self-contained towns, with 6 million square feet of office space, high street shops, cafes, restaurants, parking, event locations, and hotels (to name just some of our on-site services)

Equal Opportunities

MAG is a values-led organization and we are committed to providing equal opportunities in all areas of work and business. We want people to achieve their best, which will in turn positively impact our customers and the communities in which we live and work. At MAG we empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations.

Reasonable Adjustments

As an inclusive employer, MAG wants to see every candidate performing at their best throughout the job application process, interview process and whilst at work. We, therefore, encourage you to email one of our Recruitment Coordinators to inform us of any reasonable adjustments you might need to enable this to happen. Our email address is hr.recruitment@magairports.com.

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