Lead Wheelchair

Job DetailsDescriptionOverviewPeople. 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 Lead Wheelchair Agent is responsible for supporting and coordinating wheelchair assistance operations while providing leadership and guidance to wheelchair agents. This role ensures passengers with mobility needs receive safe, timely, and professional assistance throughout the airport while maintaining high customer service standards and operational efficiency.What You Will Be DoingLead and support wheelchair agents during daily passenger assistance operationsCoordinate wheelchair service assignments and monitor coverage throughout airport terminals and gate areasAssist passengers requiring wheelchair or mobility assistance with transportation through the airportEnsure timely service for departures, arrivals, and connecting passengersProvide exceptional customer service to passengers, families, airline staff, and airport personnelAssist with training and mentoring new wheelchair agents on customer service, safety procedures, and operational expectationsMonitor team performance and address operational issues or service delays promptlyCommunicate effectively with gate agents, dispatchers, supervisors, and airline personnel regarding passenger needs and service updatesEnsure compliance with airport safety procedures, TSA regulations, and company policiesAssist with resolving passenger concerns or escalated service issues professionallyMaintain accurate operational records, service logs, and incident reports when requiredSupport operations during peak travel periods, delays, cancellations, and irregular operationsPromote a professional, team-oriented, and customer-focused work environmentPerform other duties as requestedSafety, Security, Wellbeing And ComplianceYou will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing 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 ForHigh school diploma or GEDMust be 18 years of age or olderSix (6) months of wheelchair assistance, customer service, hospitality, or airport operations experienceStrong communication, interpersonal, and organizational skillsAbility to work effectively in a fast-paced airport environmentAbility to remain patient, professional, and customer-focused under pressureAbility to work flexible schedules, including nights, weekends, holidays, and overtimeBasic communication and teamwork skillsReliable attendance and punctualityMust have reliable telephone and transportation Prior leadership or supervisory experienceAirport terminals, gates, security checkpoints, and baggage claim areasFast-paced environment with frequent passenger interactionRequires extensive walking throughout airport terminalsExposure to crowded and high-traffic passenger areasAbility to push passengers in wheelchairs for extended periodsAbility to stand and walk continuously throughout shiftsAbility to lift, push, and pull up to 50 pounds occasionallyAbility to assist passengers safely during boarding and deplaning operationsMust be able to take verbally direct in EnglishMust be able to read, write, understand and carry out instructions in EnglishMust pass pre-employment and random drug testsMust pass a pre-employment background checkMust meet necessary requirements to obtain a security sensitive identification badgeMust be in proper uniform or business attire as directed by company officialsIdentification badges must always be visibleAdhere to company policies and procedures and participate in achievement of company objectivesTreat 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 to 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.Application InstructionsIs this role ticking all the boxes for you? If so, please click apply now!