New Posting - London International Airport

Customer Service Supervisor
LONDON INTERNATIONAL AIRPORT - London, ON

Helps solve problems that negatively impact the overall customer experience Available to cover all shifts as necessary Interacts and communicates with terminal employees and vendors including airlines, car rentals, food and beverage, security and cleaning service Assists with the development, implementation and collection of information for surveys initiated by LIA Provides leadership to develop a cohesive work team. Creates a positive and collaborative work environment. Coaches and counsels employees regarding performance expectations of their position, including completing evaluations on a timely basis. Provides development opportunities to staff for growth and improved performance. Summarizes and analyses customer feedback and submits monthly reports to management; identifying problems, creating choices and providing alternative course of action Provides responses to customer feedback received directly from the customer as required Creates, organizes and promotes customer appreciation days, special events and related displays. Liaison for outside suppliers and contractors in delivery of product or services within the terminal Provides additional security as it pertains to flights and assists with terminal and parking lot supervision Performs maintenance duties as required in critical and emergency situations Security and Emergency Response Responsibilities  Oversight of SOC operations and staff Acts as first responder to any security or safety related emergencies in and around the airport terminal building Assesses situations prior to them becoming hazards – mitigates liability to the Airport and ensures operational readiness of emergency personnel Works with tenants and staff to action scenarios that may jeopardizes safety Manages security processes to ensure regulatory compliances Conducts security related investigations as required Conducts public safety related investigations as required Terminal & Parking  Assists in managing/implementing/enhancing of terminal and parking services Oversees the parking system repairs and maintenance when terminal personnel are not on site Manages the parking system and provides applicable information to SOC and LIA admin for execution Manages the parking systems Pay on Foot (POF) terminals ensuring they are operational at all times and contain sufficient coin and bills for change Processes deposits for excess POF cash through a third party security firm demonstrates leadership of health and safety programs and activities interpreting policies and supporting them as an example to all other employees fosters a sound business relationship with all terminal tenants with a strong focus on excellent customer service while maintaining the landlord/tenant relationship understands and is up to date on all corporate policies that have been established to ensure support and minimize risk of staff, operations and facilities maintains current knowledge of Occupational Health & Safety Act and WHMIS working knowledge of Canadian Aviation Regulations, Canadian Aviation Security Regulations and Aerodrome Security Measures, Airport Emergency Plan and applicable Airport Operational plans as they pertain to the terminal assists with the hiring, promotion, discipline and termination of departmental staff, in consultation with the Director, Finance & Human Resources develops and implements a comprehensive departmental position orientation and training program in consultation with the Manager, Commercial Services & Passenger Experience monitors work performance, including attendance/reporting prepares and conducts performance appraisals and recommends appropriate disciplinary action when deemed necessary communicates and keeps staff appropriately informed through regular discussions, meetings, interaction and instructions encourages the development and expansion of staff responsibilities and empowerment Administration  Other Duties  Participates or assists, in other roles, in special circumstances, events and activities that require additional resources or expertise to accomplish (e.g. Air Show, Runway Rendezvous, Annual meetings, promotional events). Encourages staff and is personally involved in community organizations or professional associations and activities. establishes relationships with appropriate educational institutes Keeps current on technical developments by formal training, review of trade journals and continuing education Core Competencies  Customer focus Communications Energy & Stress Team work Time management Adaptability / Flexibility Creative and Innovative Thinking Decision Making and Judgment Planning and Organization Problem solving Result Focus Ethics and Integrity Mediating and Negotiating Providing Consultation Leadership Coaching and Mentoring Staff Management Enforcing Laws, Rules and Regulations Physical Activity & Working Conditions  Walking, standing and sitting will be involved on a daily basis. Requirement to lift, carry, push or otherwise move objects will be necessary Periodic bending, twisting, stooping and turning Lifting up to 40 pounds ie suitcases This position requires working hours that could include weekends and holidays, rotating shift assignments and overtime duty. Position will be subject to call-back in the event of emergencies For more information, click here