MAG

•Car Park Control Room Controller

•Based at London Stansted Airport

•Permanent - Full Time (40 hours per week)

•Salary £19,354.00 + 17.5% shift allowance

•Working 12 hours shifts (2 days, 2 nights, 4 days off)

About us;

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.

About the role;

In this role you will monitor the operation of automatic entry / exit barriers and fee-collection equipment, report faults on pay machines and barriers, notify the Control Room Manager and third party parking system provider of more serious malfunctions/breakdowns in order to ensure customer needs are met.

You will continuously monitor closed circuit television systems and control panels, operating remote entry / exit equipment and communicating with members of staff and public providing assistance and direction to customers of Car Parks to ensure customer satisfaction via the CCTV and intercom system.

Principal Accountabilities;

• Act as a single point of contact for all internal / external customers where assistance is required at a barrier system or pay station; taking appropriate action with overstay fees, incorrect car park fees, requests for general help and directions, directing customer’s to alternative car parks to ensure we meet their specific needs.

• Constant monitoring of CCTV for congestion of the road network, car parking offenders.

• Hold difficult conversations with public regarding payment of car parking fees, making revenue decisions.

• Provide feedback to internal and external customers regarding parking violations and enforce rules and regulations of parking.

• Actively use third party parking system and intercom, identifying faults and instigating corrective actions as appropriate.

• Providing excellent customer service when dealing with internal and external enquiries.

• Reacting to challenges, ensuring internal and external customers are safe and where needed, escalate faults to relevant departments; police, Traffic Marshalls, engineering

• Ensure tailgate alarms are registered and information sought, this should then be passed over to the Key Master for further investigation

• Ensure the correct course of action is taken with regards to customer car parking fees, challenge situations and ensure the airport is not commercially disadvantaged.

• Provide the highest level of customer service in challenging situations such as prioritising car park actions upon outages and dealing with delays.

• Work towards the SSOW and SOP’s to ensure a consistent approach is applied across all car parks, to our customers and staff.

Knowledge, Experience and Skills;

• Experience of dealing with customers either face to face or by telephone is essential
• You will possess excellent computer, clerical and organisational skills including a good knowledge of Microsoft Office and you will be confident in using operating systems.
• You will be able to work on your own initiative and also work well as part of a team.

• The ability to communicate clearly to both colleagues and customers is essential.
• You should possess excellent customer service skills, with a good telephone manner.
• Experience of working in a control room environment would be advantageous.
• Knowledge and understanding of the Airport operation would be beneficial.

Benefits;

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

✈Free on-site parking whilst on duty

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

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

✈24hour Employee Assistance Programme

✈MAG Pension scheme which doubles your contribution

✈Discounts on public travel to work

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

How do I apply?

Please submit your up to date CV and a covering letter detaining you how you meet the role criteria.

For current MAG employees applying for this role, applications will only be accepted through Colleague Self Service (CSS) - please follow this  link: www.manchesterairport.co.uk/sf

Advert will close once sufficient applications are received

Equal Opportunities

MAG are a values led organisation 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 on 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 get in touch with our Recruitment Team to inform us of any reasonable adjustments you might need to enable this to happen. You can contact the team by emailing HR.Recruitment@MAGAirports.com.

For more information on our equal opportunities and diversity policy please view our Equal Opportunities page on our careers site.