Wheelchair Supervisor

Wheelchair Agent SupervisorPeople. Passion. Pride. This is what has driven our teams since 1833.Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 300 locations in 65 countries, across 6 continents.But at the heart of our business is our people.Role PurposeThe Wheelchair Agent Supervisor is responsible for overseeing wheelchair assistance operations and supervising wheelchair agents to ensure passengers with mobility needs receive safe, timely, and professional service throughout the airport. This role manages staffing, operational performance, customer service standards, and compliance with airport and airline procedures.What You Will Be DoingSupervise daily wheelchair assistance operations across airport terminals, gates, and baggage claim areas.Assign work schedules, monitor staffing coverage, and coordinate service requests to ensure operational efficiency.Ensure passengers requiring mobility assistance receive timely and professional service.Monitor employee performance and provide coaching, training, and development to wheelchair agents.Address escalated passenger concerns and resolve customer service issues professionally.Coordinate with airline personnel, gate agents, dispatchers, and airport operations teams regarding passenger assistance needs.Ensure compliance with airport safety procedures, TSA regulations, ADA guidelines, and company policies.Monitor operational metrics, response times, and service quality standards.Assist with hiring, onboarding, attendance management, and disciplinary actions when necessary.Maintain accurate operational reports, staffing records, and incident documentation.Respond quickly to irregular operations, including delays, cancellations, and high passenger volume situations.Promote a safe, professional, and customer-focused work environment.Ensure proper handling and maintenance of wheelchairs and mobility equipmentPerform other duties as requestedSafety, Security, Well-being and Compliance:You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and well-being of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.What We Are Looking ForMust be 18 years of age or olderHS Diploma or GEDOne (1) year of wheelchair assistance, customer service, hospitality, or airport operations experienceMinimum one (1) year of lead or supervisory experienceExcellent verbal and written communication skillsStrong leadership, communication, and conflict-resolution skillsAbility to work effectively in a fast-paced airport environmentAbility to work flexible schedules, including nights, weekends, holidays, and overtimeAirline or Airport Operations leadership experienceKnowledge of ADA compliance and passenger assistance standardsAirport terminals, gates, security checkpoints, and baggage claim areasFast-paced environment with frequent passenger interactionRequires extensive walking and movement throughout airport facilitiesExposure to crowded, high-traffic operational areasAbility to stand and walk for extended periods throughout shiftsAbility to push wheelchairs and assist passengers as neededAbility to lift, push, and pull up to 50 pounds occasionallyAbility to respond quickly to operational and passenger service needsMust be able to read, write, understand and carry out instructions in EnglishMust meet necessary requirements to obtain a security sensitive identification badgeMust be able to verbally direct in EnglishMust have good hearing and visionMay be required to work weekends, overnight shifts and holidaysTreat all information as confidentialDiversityMenzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact the recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.