New Posting - Carillion Customer Care

Customer Care Supervisor
Carillion Customer Care - Richmond, BC

Job Summary The Customer Care Supervisor will be well-versed in the company’s contracted operations throughout the airport. The Supervisor will oversee daily operations, ensuring the movement of passengers in a friendly and supportive environment. The Supervisor will work closely with our client and other stakeholders who operate at the Vancouver Airport to successfully support our team, the passengers and the other stakeholder’s every day. The Supervisor will be responsible for assisting with the implementation of new Customer Care initiatives, supervising Ambassadors, and providing ongoing training for all Ambassadors. The Supervisor will also be responsible for developing, motivating, and leading associates, and for maintaining initiatives, policies, and procedures to ensure that Ambassadors on the floor are performing to the standards expected. Responsibilities and Duties Supervising daily operations in the Arrivals Hall, US Departures, or other positions as required; Working with the Training Manager and Office Coordinator to ensure new hires are trained according to appropriate procedures; Responding to emergencies, alarms, and irregular operations as directed; Conducting performance management, including delivery of appropriate communication to improve employee performance and attitude while documenting all discrepancies in daily operations; Providing detailed information to the Manager with regards to all annual performance evaluations and assisting with the delivery of such; Implementing new initiatives, including communication and training for all new service initiatives; Completing relevant monthly reports, performing weekly quality audits focused on improving service delivery, and contributing to the monthly Customer Service Summary; Attending to queue management issues, as they relate to the operation; Coordinating with the Office Coordinator with regards to scheduling; Attending all required daily meetings; Offering high levels of consistent, personalized, sincere, and engaging service; Working closely with and maintain a professional relationship with key stakeholders; Organizing all breaks effectively while maintaining sufficient staffing levels during peak times; Assisting competently in all positions where required; Anticipating changes in processes and passenger volumes, and redeploying resources accordingly; Ensuring compliance with policies and procedures and maintaining documentation on all issues; Coaching, mentoring and motivating to improve employee performance; and Additional duties as required. Qualifications and Skills Minimum one year supervisory experience; Post-Secondary Education or related hospitality training or equivalent experience; Previous experience in the service industry, preferably with the Airport and/or an Airline; Must be an active team player, highly organized, results oriented, and able to manage multiple functions; Strong customer service instinct with a professional manner; Must be able to work with minimal supervision, be self-motivated and resourceful; Must be neat, professional and well groomed; Solid contributor with excellent initiative, judgment and sense of responsibility; Must have excellent interpersonal skills, written and verbal communication skills, and command of the English language; Additional spoken languages are strongly considered an asset; Advanced knowledge of various technology solutions; Must be available to work flexible hours, including nights, weekends, and holidays; Must be able to acquire and maintain RAIC clearance; Must be able to acquire and maintain additional levels of security clearance required by CBSA or others; and Must be able to repeatedly lift up to 50 lbs., including but not limited to the set-up and removal of stanchions through the airport and providing assistance to passengers and associates with the safe lifting of regular and oversize baggage. For further information, or to apply, please click here