Car Parks Control Room (CCR) Controller

Car Parks - Control Room Controller 

•    London Stansted Airport
•    Permanent role 
•    40 hours per week – 4 on 4 off (Days & Nights)
•    Band 9 role.  Salary £23,356, rising to £25,862 after three months.  Additional 17.5% shift allowance.

The role
We currently have an opportunity to join our Car Park Operations Team at London Stansted as a Control Room (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 a 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.

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 enquiries, representing the MAG values and behaviours.

•    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 car park team including responding to customer relation enquiries. 

•    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 good will, fee waivers, adjustments and allowing access. 

•    Analysing and providing data to support internal and external processes which may include and not limited to ANPR, movements, barrier entry/exit and booking information.

What will make you successful in this role
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 a knowledge of Microsoft Office applications and experience using operating systems
•    Organisational skills
•    Experience of working under pressure in a fast-paced environment, working accurately under pressure whilst maintaining high standards of customer service 
•    Problem solving 

What benefits can we offer?

What can we offer in return? Great benefits, as you would expect from a business the size of MAG – in the shape of a competitive salary and benefits package including 6% company contribution pension, 24 days holidays plus bank holidays, free parking, subsidised public transport and a huge range of company discounts.

About us

Every year, London Stansted Airport connects over 28 million passengers with more than 190 destinations across the globe. Part of the largest UK owned airport operator group, MAG, London Stansted Airport supports over 11,600 jobs onsite and generates around £7.75bn each year for the region.

There is an exciting future ahead for London Stansted. Having already invested millions in the departure lounge and baggage system, this year we also secured approval for the next phase of growth, with permission granted to increase the airport’s capacity from 35 to 43 million passengers per year. 

We’re all here on a journey ourselves, striving every day to help make air travel smoother, more seamless, connecting more people and goods with the world. As a team, we recognise the importance of what we do, supporting one another along the way. 

Together, we are the Journey Makers.

Equal Opportunities & Reasonable Adjustments

At MAG we believe in the importance of diversity & inclusion for all. We are committed to creating a workforce that is reflective of our society. As such we welcome applications from candidates from all diverse backgrounds.

MAG is a Disability confident employer and therefore are committed to creating an environment where candidates and employees can perform at their optimum. Please let us know if we can provide you with any reasonable adjustments to aid your application or interview process

We’re committed to supporting the health and wellbeing of our colleagues in every aspect of their lives. This includes prioritising mental health, which is just as important as physical health.

We recognise that everyone experiences fluctuations in their mental health, and we are dedicated to creating a supportive, inclusive and caring environment where our colleagues feel valued and respected.

You can contact the team by emailing HR.Recruitment@MAGAirports.com