Supervisor (Customer Care)

Summary

The Supervisor, Customer Care plays a critical leadership role in delivering exceptional guest experiences within a fast-paced airport environment. This position is responsible for overseeing frontline customer care teams, ensuring service excellence, and upholding the highest standards of hospitality, professionalism, and operational efficiency.

• Ensure all OSRs are greeting members of the travelling public using the active offer or other French terminology as required by the GTAA
• Successfully complete all required training and courses
• Perform the work in accordance with instructions and directions issued by the GTAA
• Act as a first point of contact for customer complaints/escalations and address as required.
• Have an acceptable technical knowledge to work with automated processes
• Always greet passengers with “Hello bonjour”
• Ensure employees are Validating and confirming passengers need and right of entry/exit to/from controlled and restricted areas
• Ensure employees Validate acceptable travel documentation to enable passenger entry to certain areas
• Assist passengers in preparing for processes, including guiding passengers through automated systems and use of kiosks
• Control the backflow of passengers into controlled/areas
• Monitor assigned area/zone to ensure the efficient and expeditious flow of passengers
• Establish effective working relationships with other TSR’s and MO’s to ensure the availability of services consistent with passenger needs
• Prepare Incident/Occurrence Reports for any incident or event that directly involves customer complaints/concerns, safety/security, or operational issues/events
• Make recommendations for improvement that will increase the effectiveness of benefit the service delivery to our client and passengers
• Convey a professional and welcoming presence by interacting with employees, members of the traveling and general public while multi-tasking
• Listen carefully and have patience with all passengers or visitors to Pearson
• Be proactive and assist passengers and guests by solving problems or directing them to the airline/stakeholder or information kiosk for assistance
• Take direction and react quickly to changing priorities
• Achieve intermediate technology skills to be able to use specific airport equipment (hand scanner, cell phone, basic software programs)
• Maintain sharp observation skills along with awareness of surroundings
• Read memos and communications before shift commences
• Perform any additional duties assigned by management
• Ensure stanchions in designated areas of the building as per approved layout. Each plan includes the number of stanchions, placement area, direction of flow, special class line and overflow plan.
• Ensures realigned or added stanchions when queues grow to maintain line management
• Ensures clean stanchions to maintain serviceability
• Always ensure care and control of any technology devices

Qualifications

WHO ARE WE LOOKING FOR?

• Minimum 2–3 years of supervisory experience in customer service, hospitality, aviation, retail, or a high-volume public-facing environment.
• Strong leadership, communication, and interpersonal skills.
• Proven ability to remain calm, professional, and solutions-focused in fast-paced or stressful situations.
• High attention to detail with a strong sense of service quality and presentation.
• Successfully completed a minimum high school education or possess equivalent work related experience
• Enjoy meeting and working with people while having an outgoing and engaging personality
• Becomes a “I Am Toronto Pearson Ambassador”
• Possess clear, concise communication skills in English; French speaking an asset
• Ability to read, understand and provide guidance/instructions to others
• Ability to realign stanchions
• Ability to work individually or within a team
• Have a clear criminal record
• Must be eligible to work in Canada.
• Physically capable of performing all duties as set out in the Job/Position specifically physical demands of the position require the ability to stand for prolonged periods of time during the shift ability to walk long distances and the ability to lift and relocate stanchions in order to effectively manage and adjust queues
• Self-motivated individual with a strong attention to detail.
• Excellent written & verbal communication and active listening skills.
• Able to work weekends, and holidays.
• Possession of a valid Restricted Area Identity Card (RAIC), and ability to apply for RAIC prior to starting employment.
• Successful completion of initial and recurrent company training is a pre-requisite for employment
• Ability to use a handheld device to record data