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 [email protected] 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   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                      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        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  Assists in managing/implementing/enhancing of terminal and parking services     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            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     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       Customer focus Communications Energy & Stress Team work Time management Adaptability / Flexibility             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       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              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     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