Manager, Customer Service

locationIqaluit - Nunavut (NU),

atCanadian North

Estimated salary $26,238 a year

Job Description:

Ref. # C265102

Position(s) Available: 1 (Temp. Full Time)

Closes 2020/08/25

Other Details: 7F, Reporting to Director, Airport & Cargo East. Temporary position ending December 1st 2021

Level: Non-Bargaining level 8

  • Non-Bargaining
Skills and Qualifications

Include, but not limited to, the following minimum skills and qualifications:

  • Post Secondary Education (2 years)
  • Must have 5 years of Airline or equivalent related work experience and 3 years of managerial or supervisory experience
  • Proven ability to lead through positive coaching and training techniques
  • Must possess a customer focused approach and attitude
  • Must have excellent interpersonal and communication skills
  • Must possess good organizational skills to oversee projects and track resources
  • Must possess superior knowledge of cargo and passenger service operations and/or IATA Standard with respect to the Airport Operation
  • Instructor training experience is an asset
  • Experience with handling and acceptance of Dangerous Goods is an asset
  • Superior operating knowledge of Transport Canada security regulations and procedures
  • Must have excellent organizational, problem solving, decision making and prioritizing skills
  • Must have working knowledge of Third Party Contracts
  • Ability to communicate in Inuktitut or other Indigenous language considered an asset
  • Ability to obtain and retain an Airport Restricted Area Pass in
accordance with the Airport Restricted Area Access Clearance Program regulated by Transport Canada Duties and Responsibilities

Interested candidates should be able to perform the following duties and responsibilities:

  • Assume a vital role towards the achievement of our strategic improvement goals that will further enable Canadian North to: Improve employee satisfaction, enhance customer service and improve organizational effectiveness
  • Responsible for the day-to-day management of the base
  • Responsible for managing a diverse group of employees and managing the third party contractors
  • Ensure the safe, efficient operation of the assigned base
  • Responsible for the operating budgets and daily operations
  • Responsible for the preparation and adherence to the internal audit schedule.
  • Liaise with internal departments to ensure compliance with all internal procedures
  • Create schedule for all employees/agents to ensure appropriate training is received
  • Responsible for the ongoing coaching and development of employees
  • Maintain a high standard of customer service
  • Maintain regular contact with key customers regarding Canadian North service levels
  • Administer third party ground handling contracts
  • Ensure that all bases are in compliance with standard operating procedures and all applicable industry regulations
  • Manage and work within departmental operations and manpower budgets
  • Emergency Response on call as required
  • Other duties as assigned

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