Supervisor (Customer Service)

Job summary

The Supervisor oversees frontline customer care teams in an airport environment to ensure service excellence and operational efficiency. They act as the primary point of contact for escalations and manage passenger flow to maintain safety and security standards.

Job details

Company Description WHO ARE WE? We've been serving Canadian clients for over 75 years. The companies that began independently and now form Dexterra Group have an outstanding record of supporting the infrastructure and built assets that play a vital role in our society and helping our clients achieve higher performance and productivity. Powered by passionate people, we bring the right teams with the right skills together – offering both experience and regional expertise so companies can operate their day to day, confidently and successfully. Job Description WHAT'S THE JOB? 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. The salary for this role is $40-42K. 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 Additional Information Dexterra Group is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status, Indigenous status, or any other legally protected factors. Disability-related accommodations during the hiring selection process are available upon request. #IND1 Compensation: CAD 40000 - CAD 42000 - yearly

What you’ll do

The Supervisor oversees frontline customer care teams in an airport environment to ensure service excellence and operational efficiency. They act as the primary point of contact for escalations and manage passenger flow to maintain safety and security standards.

Requirements

Candidates must have at least 2-3 years of supervisory experience in a public-facing environment and possess strong leadership and communication skills. Applicants are required to be eligible to work in Canada and must be able to obtain a Restricted Area Identity Card (RAIC).

Listed skills

• Customer service · Preferred
• Operational Efficiency · Preferred
• Problem solving · Preferred
• Leadership · Preferred
• Attention to detail · Preferred
• Communication · Preferred
• Multi-Tasking · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Leadership
• Customer Service
• Communication
• Problem Solving
• Conflict Resolution
• Operational Efficiency
• Hospitality
• Multi-tasking
• Active Listening
• Attention To Detail
• Team Management
• Technical Proficiency
• Observation Skills
• Queue Management
• Concision
• Patience
• Professionalism
• Supervision
• Lifting Ability
• Data Recording
• Self-Motivation
• Aviation
• Management
• English Language
• French Language
• Interpersonal Communications
• Memos
• Multitasking
• Verbal Communication Skills
• Detail Oriented

Job areas

• Customer Service & Support
• Management & Leadership
• Transportation
• Security & Safety
• Hospitality
• Customer Service Supervisor
• Retail Customer Service Manager
• Retail and Wholesale Trade Managers
• First-Line Supervisors of Office and Administrative Support Workers

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