Customer Service Supervisor

JOB POSTING
The Greater London International Airport Authority has the following opening.
CUSTOMER SERVICE SUPERVISOR
This is a full time hourly position based on a 37.5 hour work week. The hourly rate is $22.00 and
the incumbent is eligible for the comprehensive benefit package provided to all full time LIA staff.
A full job description follows and outlines the responsibilities and qualifications.
APPLY IN WRITING OR EMAIL BY JANUARY 23, 2015 TO:
Janet K. Carr
Director, Finance & Human Resources
Greater London International Airport Authority
1750 Crumlin Road
London, ON N5V 3B6
jcarr@flylondon.ca
Only those candidates selected for an interview will be contacted. No phone calls
please.
Position Description
Position Title:
Customer Service Supervisor
Supervisor:
Manager, Commercial Services & Passenger Experience
SUMMARY:
The CSS develops and implements a comprehensive customer experience/customer service
portfolio of programs and projects to support LIA’s Vision, Mission and Strategic Plan. The CSS
manages the Airport Customer Service function and Terminal Security while supervising the
Customer Service Agents (CSA) and Security Operations Control office personnel (SOC). The
Supervisor seeks to ensure the provision of timely and efficient service and information to the
general public as well as terminal tenants.
Responsibilities
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Plans and develops programs, projects and initiatives consistent with the Authority’s strategy
to exceed customer expectations
Acts as primary voice of the customer to drive improvements in customer experience and
service at LIA
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Champions quality customer service over a broad range of service providers and initiates
corrective action as necessary to ensure a quality product
Oversees the daily operation of the Airport Customer Service desk
Supervises CSA and is responsible for scheduling instructing, planning and assigning work
while maintaining standards ensuring costs are minimized and service not compromised
Monitors and reviews time and attendance of CSAs
Responsible for submitting bi-weekly time sheet for department
Provides training, advice and assistance as needed. Keeps training manuals and programs
up to date.
Orders supplies and public information materials as needed for the customer service desk
Assists with special projects and events
Is a working supervisor and is required to perform the duties as outlined in the Customer
Service Agent’s job description
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
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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
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Assists in managing/implementing/enhancing of terminal and parking services
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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
Administration
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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
Other Duties
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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
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Customer focus
Communications
Energy & Stress
Team work
Time management
Adaptability / Flexibility
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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
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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
Special Knowledge, Skills and Abilities
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Manage multiple and diverse activities and projects
Excellent communication skills – written and verbal
Positively interact with Authority management and staff
Ability to contribute to a team environment to achieve success for the organization
Proficiency in the use of a personal computer and other general office equipment is
necessary. Experience in Microsoft Office software products desirable
Ability to provide administrative and professional leadership and direction to subordinate staff
Ability to manage and understand the needs of the customer and offer the appropriate
options, solutions and resolutions required
Ability to communicate the needs and expectations of the customer base to the senior
management team
Ability to communicate in a clear, concise, understandable manner and listen attentively to
others and provide instructions to the subordinates and the general public
Ability to adjust priorities and manage time wisely in a fast-paced environment
Ability to manage multiple and diverse activities and projects
Ability to provide outstanding customer service to both internal and external customers
Proven conflict resolution, negotiation and objection handling skills
Qualifications/Skills Required
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Valid driver’s licence
Minimum of five years professional experience in customer service or related field
Certificate or diploma in related field preferred
Must be able to complete and pass a background investigation to obtain a Restricted Area
Identification Pass