Toronto Pearson Airport - Full Time Customer Service Supervisor
About the role
Toronto Pearson Airport - Full Time Customer Service Supervisor
Site Description:
Toronto Pearson International Airport is the fourth-largest entry point in North America. It is Canada’s largest and busiest airports with approximately 456,000 flights and 44 million passengers travelling annually. Toronto Pearson is a hub for the movement of people and goods across the country, continent and globally. Toronto Pearson continues to grow with the increasing number of passengers annually by partnering with new airlines and connecting passengers to different regions of the world. Toronto Pearson is home to some world class shops, restaurants and handy services to cater to everyone’s needs. The GTAA is the operator and manager of Toronto Pearson International Airport with a 15-member Board of Directors comprised of professionals from the world of aviation and business sectors as well as local citizens.
Position Details:
Position: Full-Time Customer Service Supervisor
Site: Toronto Pearson Airport
Averaging Agreement: Overtime is Averaging Agreement (AA) after 88 hours
Hours: Rotating Continental (0600 - 1800 / 1800 - 0600)
Payrate: $22.28 /hr.
Internal Posting Date: September 2nd, 2025
Internal Closing Date: September 8th, 2025
Key Responsibilities : Working on assigned shifts, the Terminal Security Supervisor will be the official day to day contact for their respective Terminal, Operations Manager and liaison person with the GTAA representative in all matters. Their responsible for supervising the activities and job performance of Security Guards assigned to all areas belonging to their terminal. The Terminal Security Supervisor shall be considered a working supervisor that shall step in when assistance is needed to support frontline staff. You will provide proactive and reactive security services safeguarding the traffic sector of Toronto Pearson International Airport. The safety and security of all Airport customers is paramount to Paladin Security’s success. Specific duties include but are not limited to:
- Being alert and observant while being outside, standing or walking for an extended period of time in all weather conditions (Rain, Snow, Excessive Heat & Cold…etc.)
- Hands on approach with respect to the operation of the terminal.
- Ensure that all staff comply with all applicable airport safety, security, and operational procedures and regulations within Toronto Pearson.
- Ensure that all the posts are fully manned unless properly relieved. Oversee the book-on and off process.
- Responsible for knowing all the systems, positions and expectations of Paladin Security and the GTAA.
- Report directly to the GTAA’s Representative on a shift basis.
- Responsible for the administration and operational control of the entire curbside of their respective Terminal.
- Have in their possession a cellular phone or other approved means for communication with the GTAA Representative and/or the Integrated Communication Centre (ICC) during normal business hours while in the performance of their duties and provide a 24-hour contact phone number.
- Ensure that all staff have in their possession and clearly visible proper Paladin Uniform and ID.
- Provide reports as requested by the GTAA Representative in a timely manner.
- Provides leadership, direction, and ongoing coaching and training
- Ensures all standing orders and scheduled daily activities are carried out as required for each shift
Prerequisites:
- Valid Security License for the province of Ontario
- Valid First Aid & CPR - Level C (from a WSIB-approved vendor)
- Covid Vaccine two doses
- Valid G class Driver License
- English (oral and written) fluency is a must
- Previous experience in security, law enforcement, or a related field preferred.
- Must be able to provide certifications in Use of Force (UOF) and Management of Aggressive Behavior (MOAB)
- Applicants lacking these certifications can opt into Paladin's UoF/MOAB Certification program prior to their onboarding training to ensure they meet the requirements of the position
- Please be aware: The UoF/MOAB certification is not paid as it is a pre-requisite; however, Paladin will cover all of the costs
- Legally Authorized to work in Canada
About Paladin Security
As one of Canada's Best Managed Companies, boasting Canada's 10 Most Admired Corporate Cultures, Paladin is Canada's leading security company, with services and superior expertise that span all types of protection. Our outstanding people, ongoing training, state-of-the-art technology, advanced monitoring stations and passion for customer service excellence enable us to provide the most responsive and effective customer service in the industry.
About Us
Paladin was established in 1976 to provide basic Security Officer services. From modest beginnings with four employees and one contract, Paladin has grown into one of the largest security companies in Canada with offices from coast to coast.
Our Mission
Paladin's mission is to provide our clients with the finest security services and products available. With our extensive range of products and services, we care for our clients' safety and security. We strive to provide the very best in quality, and therefore commit to investing heavily into the selection, training, support, supervision and personal development of our people.
Toronto Pearson Airport - Full Time Customer Service Supervisor
About the role
Toronto Pearson Airport - Full Time Customer Service Supervisor
Site Description:
Toronto Pearson International Airport is the fourth-largest entry point in North America. It is Canada’s largest and busiest airports with approximately 456,000 flights and 44 million passengers travelling annually. Toronto Pearson is a hub for the movement of people and goods across the country, continent and globally. Toronto Pearson continues to grow with the increasing number of passengers annually by partnering with new airlines and connecting passengers to different regions of the world. Toronto Pearson is home to some world class shops, restaurants and handy services to cater to everyone’s needs. The GTAA is the operator and manager of Toronto Pearson International Airport with a 15-member Board of Directors comprised of professionals from the world of aviation and business sectors as well as local citizens.
Position Details:
Position: Full-Time Customer Service Supervisor
Site: Toronto Pearson Airport
Averaging Agreement: Overtime is Averaging Agreement (AA) after 88 hours
Hours: Rotating Continental (0600 - 1800 / 1800 - 0600)
Payrate: $22.28 /hr.
Internal Posting Date: September 2nd, 2025
Internal Closing Date: September 8th, 2025
Key Responsibilities : Working on assigned shifts, the Terminal Security Supervisor will be the official day to day contact for their respective Terminal, Operations Manager and liaison person with the GTAA representative in all matters. Their responsible for supervising the activities and job performance of Security Guards assigned to all areas belonging to their terminal. The Terminal Security Supervisor shall be considered a working supervisor that shall step in when assistance is needed to support frontline staff. You will provide proactive and reactive security services safeguarding the traffic sector of Toronto Pearson International Airport. The safety and security of all Airport customers is paramount to Paladin Security’s success. Specific duties include but are not limited to:
- Being alert and observant while being outside, standing or walking for an extended period of time in all weather conditions (Rain, Snow, Excessive Heat & Cold…etc.)
- Hands on approach with respect to the operation of the terminal.
- Ensure that all staff comply with all applicable airport safety, security, and operational procedures and regulations within Toronto Pearson.
- Ensure that all the posts are fully manned unless properly relieved. Oversee the book-on and off process.
- Responsible for knowing all the systems, positions and expectations of Paladin Security and the GTAA.
- Report directly to the GTAA’s Representative on a shift basis.
- Responsible for the administration and operational control of the entire curbside of their respective Terminal.
- Have in their possession a cellular phone or other approved means for communication with the GTAA Representative and/or the Integrated Communication Centre (ICC) during normal business hours while in the performance of their duties and provide a 24-hour contact phone number.
- Ensure that all staff have in their possession and clearly visible proper Paladin Uniform and ID.
- Provide reports as requested by the GTAA Representative in a timely manner.
- Provides leadership, direction, and ongoing coaching and training
- Ensures all standing orders and scheduled daily activities are carried out as required for each shift
Prerequisites:
- Valid Security License for the province of Ontario
- Valid First Aid & CPR - Level C (from a WSIB-approved vendor)
- Covid Vaccine two doses
- Valid G class Driver License
- English (oral and written) fluency is a must
- Previous experience in security, law enforcement, or a related field preferred.
- Must be able to provide certifications in Use of Force (UOF) and Management of Aggressive Behavior (MOAB)
- Applicants lacking these certifications can opt into Paladin's UoF/MOAB Certification program prior to their onboarding training to ensure they meet the requirements of the position
- Please be aware: The UoF/MOAB certification is not paid as it is a pre-requisite; however, Paladin will cover all of the costs
- Legally Authorized to work in Canada
About Paladin Security
As one of Canada's Best Managed Companies, boasting Canada's 10 Most Admired Corporate Cultures, Paladin is Canada's leading security company, with services and superior expertise that span all types of protection. Our outstanding people, ongoing training, state-of-the-art technology, advanced monitoring stations and passion for customer service excellence enable us to provide the most responsive and effective customer service in the industry.
About Us
Paladin was established in 1976 to provide basic Security Officer services. From modest beginnings with four employees and one contract, Paladin has grown into one of the largest security companies in Canada with offices from coast to coast.
Our Mission
Paladin's mission is to provide our clients with the finest security services and products available. With our extensive range of products and services, we care for our clients' safety and security. We strive to provide the very best in quality, and therefore commit to investing heavily into the selection, training, support, supervision and personal development of our people.