New Posting - Carillion Customer Care

CUSTOMER CARE MANAGER

Department:  Carillion Customer Care, Vancouver International  Airport

Location:   Richmond, British Columbia

Reports to:  General Manager

Supervises:  Customer Service Ambassadors, Supervisors, Concierge On Duty

The Customer Care Manager is responsible for daily customer care operations, staffing, and resource management on behalf of YVR Airport Authority. The Manager also delivers quality assurance in the provision of contract services. The Manager works with Airport Operations and all stakeholders during both routine and irregular operations to ensure a world-class airport experience for travelers and tenants.

The Manager promotes employee engagement and adherence to process and service standards by front-line and supervisory staff. The Manager will proactively facilitate recruitment and hiring efforts, employee recognition programs, training and development opportunities, all aspects of performance management, and compliance with health and safety initiatives. The Manager will maintain positive working relations with workforce and client, and will demonstrate an aptitude for succeeding in a contractor model.

The Manager must demonstrate proven leadership and professionalism in interactions with all associates, passengers, clients, and stakeholders. This position will provide the right candidate with access to future growth opportunities with Carillion. This position requires weekend, holiday, and after- hours shifts, and as such, flexibility is a must.

 Specific Responsibilities & Duties:

Q  Recruitment, hiring, onboarding, and promotion of key staff positions

Q  Facilitation core and supplemental training requirements within the scope of services

Q  Coordination of staffing and resources to achieve world-class customer care

Q  Daily supervision of front-line job tasks to monitor standard compliance

Q  Resolution of staff concerns in conjunction with Human Resources

Q  Ongoing coaching, annual performance reviews, and performance management as appropriate

Q  Change management initiatives, including effective communication and training

Q  Quality assurance exercises, such as internal auditing and formal client KPI programs

Q  Effective correspondence, reporting, and presentations as necessary

Q  Development of collaborative working relationships with colleagues and related agencies

Q  Staff meetings

Q  Comprehensive contingency planning and project management

Q Response to emergency incidents and irregular operations, with the objective of minimizing impact on associates and customers

Q  Relief coverage for Supervisors and Concierges on Duty as necessary

Q  Other duties as necessary

Qualifications & Competencies:

Q  Exceptional leadership, with a track record of motivating, mentoring, and coaching

Q  World-class customer service instincts, combined with a high degree of diplomacy and discretion

Q  Active team player, with effective interpersonal and written and verbal communication skills

Q  Results-oriented and highly organized, with an ability to manage multiple priorities

Q  Self-motivated and resourceful, with reliable accountability and ownership

Q  Strong initiative and independent critical judgment; capable of working with minimal supervision

Q  Neat, professional and well groomed

Q  Experience in emergency or high-pressure situations

Q  Technological aptitude across a variety of hardware and software platforms

Q Must have exceptional written and verbal command of English; multiple languages are strongly considered an asset

Q  Post-secondary education or related hospitality training or equivalent experience

Q  Must be available to work flexible hours including nights, weekends and holidays

 Please apply with CV and cover letter by email to Stefan Lohka, Customer Care Manager, at slohka@carillion.ca