Passenger Service Manager

1 week ago

Mississauga, Ontario, Canada Swissport Full time
Overview

Are you ready to take flight in a dynamic and fast-paced aviation industry? As a global leader in aviation services, Swissport provides Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Our mission is simple - "To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience."

We believe that our people are what differentiates us from our competition. At Swissport, we are driven by our core values of Show You Care, Do the Right Things, and Win as a Team, and we are currently seeking dedicated individuals, who align with these values, to join our team at various locations across the globe.

Job Summary

To lead, plan, and manage all operational activities associated with passenger service handling in line with our procedures, policies, and brand values.

Job Responsibilities

Full responsibility for delivering effective passenger service solutions to our customers.Lead, motivate, and manage staff to deliver on the Service Level Agreements (SLA) with customers.Resolve customer service issues promptly with tact and diplomacy.Responsible for proactively managing safety & security processes and procedures to comply with Swissport standards.Manage a unionized workforce, understand the CBA, and become a working partner with the union, focusing on positive relationships.Monitor and analyze the Profit and Loss (P&L) statements for any variances and take appropriate action.Review new airline and vendor contracts as needed and provide appropriate feedback.Review key performance indicators (KPIs) and convey necessary actions if needed.Meet with customers regularly to get feedback and monitor satisfaction levels.Take ownership of creating a progressive open and feedback culture by managing the performance and development of employees.Build and maintain relationships with key stakeholders.

Qualifications and Competencies

University degree or equivalent.3 to 5 years of customer service experience.Extensive airport operational experience.Excellent leadership skills with a proven track record of managing people.Above-average ability to work under pressure.Prior experience working in a unionized environment.Excellent oral and written communication skills.Numerate and detail-oriented.

At Swissport, we believe in diversity, equal opportunity, and the power of our values to drive our success. We are committed to providing a workplace that fosters inclusion and where all qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Visit our website at to learn more about Life at Swissport.

Join Swissport today and be part of a team that connects the world of aviation

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