Vacancy for Customer Care Agent - Days

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Location Bristol Airport BS48
Contract Type Permanent - Employee
Working Days Monday - Sunday
Working Times Between 04:30am and 1:00pm
Shift Pattern 4 days on 2 days off
Working Hours per Week 40 Hours
Pay Rate £10.20 per hour
Job Reference VE/15890/RC

Ensure efficient and friendly first point of contact for all passengers requiring assistance whether prebooked or unadvised

Ensure the smooth operation of either the landside or airside desk whereby passengers are assisted as per their requirements with minimal delay

To be a Role Model for the team and an ambassador for the company, living the OCS values of care, safety, trustworthy and expert.

To communicate in a professional manner with customers, airport authorities, colleagues and to be responsible for supporting.


Main Duties:   


  • Ensures excellent customer service is shown to every passenger in every passenger interaction whilst adhering to SSOW.
  • Is always approachable and helpful when dealing with customers
  • Observes passengers to identify needs and adjusts service accordingly.
  • Ensures passengers are assisted to/from their final destination including car parks.
  • Accurate recording of tasks in the Avtech system.
  • Effective and efficient communication with the Operations Supervisor at all times utilising the radio in a polite manner.
  • Assists and covers the Airside and Landside desk as required.
  • Ensure all Electric Mobility Aids (EMA) are tagged correctly when identified.
  • Actively ensures sufficient wheelchairs are located all key points and assists with replenishment.
  • Informs passengers in an accurate and timely manner regarding changes to flights schedules
  • Actively assists passengers with their hand baggage on to and off of the aircraft and also hold luggage from baggage reclaim.
  • Always maintains a spotless and professional image.


Experience / Desired & Essential Qualifications


  • Must be able to obtain an airside pass.
  • Previous airport experience is strongly desired
  • Previous customer service experience is essential
  • Excellent customer service and communication skills.
  • Proactive, enthusiastic and a positive approach even when under pressure
  • Self-motivated and reliable with a conscientious approach and excellent attention to detail.
  • Be able to work efficiently and thoroughly as part of a team.
  • Highest regard for service quality


What will you get in return?

  • A pension scheme- to save for the future - eligibility rules apply
  • Access to high street discounts
  • Access to low interest loans
  • Recognition scheme ‘OCS Stars’- monetary rewards given to top performers
  • Training and Development- apprenticeships, e-learning, English as a Second Language and our award nominated ‘Impact’ Programme
  • Long Service Awards
  • Cycle to work scheme- discounted bicycles
  • Access to our Employee Assistance Programme- 24-7 Wellbeing Support


Why join OCS Group Ltd?

OCS prides itself as a company with strong family values and we are passionate about hiring people who demonstrate the same.

We take CARE of you; We act SAFELY and responsibly; We are TRUSTWORTHY; We work as EXPERTS. If you share these Values, we want you to be part of our team.

OCS have a well-respected brand and our colleagues are empowered to be the best version of themselves.  We offer job stability and are committed to developing our colleagues by offering more than just a job.  We are a financially stable business who continues to be privately owned since its inception in 1900.

We reward those who demonstrate our values and since the launch of our OCS Star recognition scheme we have rewarded nearly 1,500 colleagues with monetary vouchers, certificates, and public recognition within the business.

We invest and support the growth of our people and are currently sponsoring over 310 colleagues who are enrolled in a variety of apprenticeship programmes, ranging from Level 3 qualifications in customer service to degree programmes in Leadership. If you want to develop you career, OCS is a great choice.

OCS offers the family feel of smaller organisations although large enough to offer so many opportunities.  We recognise your efforts and contribution and show our appreciation through a variety of reward schemes which in turn results in our colleagues staying with OCS.  Our business is the family you can choose, and our people stay for the friendships, opportunities, and career fulfilment we offer.