Control Room Assistant (CRA)

OCS Group

26d • Onsite

About The Position

The Control Room Assistant (CRA) will provide support to the Customer Service Officer by following operational instructions. This role involves allocating and recording communication devices issued to Agents, ensuring they are fully charged and operational. The CRA will log all PRM (Passengers with Reduced Mobility) movements into the AVTECH system, time-stamping tasks from passenger request to confirmation of IATA category. Additionally, the role requires efficient task allocation to Agents to meet Service Level Agreements (SLAs) and liaison with Airlines/Handling Agents regarding PRMs and flight updates.

Requirements

• Must have Right to Work in the UK.
• Required to pass pre-employment screening, including 5 years of employee reference checking.
• Proficient in computers and IT systems.
• 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 PRM.
• Ability to work shifts, including weekends and Bank Holidays.

Responsibilities

• Provide support to the Customer Service Officer by following any operational instructions given.
• Allocate and record all communication devices issued to Agents.
• Ensure all communication devices are fully charged and in good operational order.
• Log all PRM movements and record into the AVTECH system, ensuring each task is time stamped at the time the passenger requests assistance and the IATA category confirmed.
• Allocate tasks to Agents in an efficient manner to ensure compliance with SLA.
• Liaise with Airlines/Handling Agents regarding PRMs and flight updates.

Benefits

• Digital Learning through The OCS Academy
• Retail Perks with Hapi app (exclusive discounts, rewards, and wellbeing resources)
• Professional Growth opportunities
• Flexible Pay options with Wagestream App

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed