Reporting to the Manager, Passenger Engagement, the incumbent will manage the guest feedback program including guest complaints, compliments and all inquiries.
Job Description / Key Accountabilities:
- Monitor activities, receive customer complaints in person, via email, telephone, social media, comment card and letter, investigate complaints, compliments, inquiries and other issues pertaining to the performance of all airport service providers (GTAA, government agencies, airline, tenants, concession operators, and any other service provider) related to any and all airport functions that affects the customers and general public and liaison with the internal stakeholders in the development of the appropriate responses to the public.
- Represent the Customer Service Team on working groups for major guest impacting initiatives and build proactive customer service plans.
- Ensure all issues and complaints / compliments are documented for the Customer Relations Management System (CRMS) for all airport activities through the use of a sophisticated complaint management software program (“i-sight”). Track performance of the airport with respect to customer service levels. Provide recommendations for changes and improvements to the database and liaise with service provider of database for any necessary changes or upgrades.
- Maintain relationships with internal stakeholders and coordinate regular communication with them. Meet with internal stakeholders on a regular basis to review case results and understand action plans.
- Develop and suggest recommendations for improvements to services to customers and co-ordinate the provision of services to the optimal utilization of Terminal Services and amenities (in conjunction with Guest Services and Amenities Representative).
- Support, co-ordinate and implement programs to benchmark service levels in Terminal Services and Amenities (in conjunction with Guest Services and Amenities Representative)
- Draft correspondence for Executive signature / approval including internal management documents and external responses to the public
- Support in the compilation and issue of weekly, monthly and annual reports of the Customer Relations Management System
- Support in the trend analysis through survey related tools and project future requirements to initiate improvements as related to airport Key Performance Indicators, Service Level Standards, Airport Service Quality and Airport Benchmarking
- Maintain familiarity with various GTAA policies, Airport Regulations, security requirements and regulations and any requirements pertaining to the movement of passengers and members of the public in the airport facilities including legal such as scooping regulations, risk management, Transport Canada requirements and directives and any passenger service requirements.
- Support and assist in the coordination of various programs, events and activities as required. (Amenities and Art/Culture Programming). Items included but not limited to are Material Movement Forms, Activity notices, space allocation requests etc.
Job Requirements
Qualifications
- Must possess a post-secondary education in field related to Airport Operations, Aviation, Transportation and/or Logistics, or an acceptable combination of education and/or experience
- Must possess a minimum of 3 years’ experience in Airport Operations or a high paced customer service environment
- Experience in budgeting, capital programming and contract management would be a definite asset.
- A valid class “G” Ontario Driver’s license is required.
- The successful candidate will be expected to complete and pass the QMS Auditing course shortly after being awarded the position.
Knowledge, Skills and Abilities:
- The successful candidate will have a strong understanding of the GTAA's role with the Air Carriers, tenants and government agencies
- Must be able to perform frequent walking tours of terminals, parking facilities and other areas outside the primary security line in landside areas
- Must possess superior oral, written and listening communication skills; demonstrate tact, cooperativeness, good judgment and skill in conflict resolution, public speaking and social interaction; a propensity for attention to detail
- Must have a good grasp on airport customer service, the policies that can be implemented to ensure the delivery of a high level of service and possess an understanding of best practices employed at other airports
- An understanding of the psychology behind the provision of optimum customer service to passengers and others who visit GTAA facilities
- Must be able to demonstrate an understanding of airport benchmarking and the appropriate use of performance indicators to establish benchmarks in customer service
- Must be proficient in the use of all MS Office software programs
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