Supervisor Airport Terminal Operations & Customer Experience

theregio03•Woolwich, ON

3d•Onsite

About The Position

Supervises terminal operations and customer service at the Region of Waterloo International Airport. Develops a customer experience strategy, including related practices, frameworks, and resources to support a consistent and exceptional customer experience. Participates on airport and departmental work teams and committees to ensure the customer experience perspective and life-cycle is embedded in airport operations and aligned with corporate goals and vision.

Requirements

Knowledge and skills normally acquired through a related degree (e.g., Business Administration, Communications, Public Relations), plus progressively responsible related experience.
Knowledge and skill in customer service management, project management, and data analysis and interpretation.
Knowledge of and ability to comply with policies, procedures, collective agreements, and legislation/regulations (e.g., Transport Canada, Canadian Aviation Regulations Standards, Canadian Aviation Security Regulations, health and safety, privacy, accessibility).
Must be certified in Incident Management Systems program (post-hire).
Ability to assume the role of on-scene controller during an emergency response.
Analytical, research, problem solving, and continuous improvement skills to analyze and interpret customer service data, resolve issues/complaints, monitor and assess efficiency and effectiveness of customer service, and form recommendations for service enhancements.
Human relations, leadership, facilitation, and communication skills to supervise, develop, train, motivate, and support staff; respond to complaints, inquiries, and requests; liaise with vendors, airlines, contracted services, and agencies; participate on working groups/project teams; and participate as an effective team member.
Ability to read and interpret policies, procedures, customer complaints, collective agreements, system operator manuals, and data.
Ability to write clear, concise correspondence, reports, policies, and procedures.
Computer skills with ability to use software such as Microsoft Office.
Must provide a Secret Level Security Clearance from Transport Canada within 6 months of hire and/or as a condition of employment and a Restricted Area Identification Card (RAIC) to meet Federal security requirements within probationary period and/or as a condition of employment.
Ability to travel within and outside Waterloo Region.
Ability to support and demonstrate the Region’s values.

Responsibilities

Supervises airport terminal operations specialists.
Assists to administer contracts for services and provides feedback regarding those managed/administered by Facilities Management (e.g., security, janitorial).
Supervises the delivery of effective direct customer service and terminal operations.
Provides leadership to staff with Duty Manager/other management in responding to inquiries and issues, including facilities maintenance, customer systems, parking, and materials/resources.
Monitors traveller systems/technologies (flight schedules, baggage) and contacts vendors and airlines to resolve issues.
Develops day-to-day security post orders, including monitoring documentation and logs, and providing guidance and training to contracted security with other management staff.
Develops a customer experience strategy, including practices, frameworks, and a standardized response process to ensure consistent, accurate, prompt, courteous service, per corporate service guidelines.
Applies the customer life-cycle to airport operations, practices, and processes.
Participates on airport project teams to identify opportunities and recommend changes that embed the customer experience strategy and make each touchpoint across the customer journey engaging, efficient, and effective.
Designs surveys and uses other tools/data/methods to collect, track, and understand the customer experience.
Reviews and analyses data and customer feedback and shares information, feedback, trends, and recommendations with management and stakeholders (e.g., vendors, airlines) to support delivery of high quality products and services and responsiveness to customer needs.
Develops plans and implements changes that anticipate and address customer questions, needs, and complaints, and increase customer satisfaction and loyalty.
Supervises the maintenance of public facing airport information resources.
Ensures the airport voicemail system is current, clear, and meets the needs of customers.
Works with the departmental communications and marketing team to establish and maintain customer communication channels/ mediums via website and social media.
Supervises coordination of RAIC applications for completion/approval by airport management and Transport Canada.
Liaises with vendors, airlines, contracted services, and agencies to resolve issues, communicate information/changes, and ensure supports to their operations.
Responds to escalated customer issues.
Works with other airport management to investigate and resolve escalated customer complaints and claims.
Consults with Manager regarding policies, procedures, politically sensitive issues, and situations adversely impacting the Region’s image.
Remains current with airport/airline business and customer service industry knowledge, including innovations in response to changes in customer behaviours and trends.
Participates on airport and departmental project teams and committees.
Administers an operating budget.
Researches and makes recommendations to Manager for capital equipment purchases and system costs.
Has signing authority.
Oversees management of cash float for parking.
Backs up some of the duties of the Manager, as required.
Performs related duties as required.