Job Description POSITION RESPONSIBILITIES:
Reporting to the Manager, Terminal Operations & Customer Relations, the Superintendent, Passenger Experience is a accountable for the development and execution of all front line customer service programs at EIA. This position ensures both the Information Booth and the Northern Lights Volunteer Programs support and enhances the Passenger and Customer experience. Through appropriate feedback channels, this position ensures best practices and continued enhancement of customer service initiatives.
Qualifications POSITION SPECIFIC ACCOUNTABILITIES:
- Ensure Customer Service processes are in compliance with policies, standards, and regulatory requirements, and make certain any risks have been mitigated.
- Identify the necessary budget requirements for the provision of Customer Service.
- Create and manage a strong team of employees and volunteers, including determination of optimal numbers, recruitment, retention, and development.
- Ensure the delivery of optimal results against appropriate performance metrics such as customer service expectations and operational functions of the customer service program.
- Ensure the delivery and maintenance of all EIA Team content, including the website, orientation and communications.
- Ensure the delivery and maintenance of other Customer Service programs which include; Barrier Free Committee initiatives, Disability Awareness Training, Edmonton Tourism and the Commissionaire of Official Languages.
POSITION REQUIREMENTS:
- Degree or diploma in business or related experience
- Understanding of Customer Service programs within an aviation environment; airport operations experience an asset
- Management of volunteer programs
- Ability to put together complex spreadsheets, presentation materials, plans and promotional material
- Ability to manage people scheduling within multiple scheduling environment
- Mentor and provide development plans for team members
- Ability build working relationships with airport tenants
- Ability to work cross functionally within ERAA, lead and build working relationships with EIA Team, Disability Awareness committee and Edmonton Tourism
- Effective communication skills
- Skilled at influencing group behaviour
- Must secure and maintain appropriate airport security clearance and acceptable criminal record check
Additional Information Superintendent, Passenger Experience
1 Full-Time, Permanent position; Poster #2014-62
REPORTS TO: Manager, Terminal Operations & Customer Service
BAND: Excluded
SALARY: Commensurate with experience
POSTING DATE: June 17, 2014 (Internal/External)
CLOSING DATE: June 27, 2014 or until a suitable candidate is found
Edmonton International Airport |
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