Passenger Service Lead- F/T

Menzies Aviation; Tucson (AZ); Hybrid; USD 50,000 - 65,000; Full time

Job summary

Menzies Aviation is seeking a Passenger Service Lead in Tucson to supervise a team of passenger services agents and ensure high-quality customer service while adhering to safety and carrier standards. The role supports the Supervisor as needed and requires strong coordination across internal departments and carriers.

The ideal candidate will have a High School Diploma or GED, plus a college certificate, and be capable of lifting up to 70 lbs, with flexibility for weekend and holiday shifts.

Qualifications

• Supervise 10-15 passenger service agents.
• Provide excellent customer service to passengers and airlines.
• Coordinate with departments to ensure safe on-time operations.

Responsibilities

• Coordinate, monitor and support the Passenger Services team.
• Assist Passenger Service Agents to maintain professional, safe, efficient performance.
• Ensure smooth operations through inter-department coordination and carrier standards.
• Monitor training needs and maintain training records for agents.
• Handle day-to-day administration such as supplies and communications.

Skills

Supervision

Customer service

Team coordination

Safety compliance

Education

High School Diploma or GED

Technical college certificate

Job description

People. 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 Purpose

As a Passenger Service Lead, under limited supervision, you will operate as a team member while actively assisting other staff members in their duties. Your focus will be on ensuring quality customer service is delivered to all passengers, while maintaining the policies, standards, and safety requirements of both the client airlines and the Company. You will also serve as a backup to the Supervisor when needed.

This individual must adhere to Menzies Aviation uniform guidelines and codes of conduct.

What you will be doing

• Coordinate, monitor and support the Passenger Services team
• Assist Passenger Service Agents in their assigned areas to ensure Agents are performing their duties in a professional, safe and efficient manner, according to Company/Carrier’s standards
• Ensure smooth operation through co-ordination between departments and agencies to achieve safe on-time operation
• Monitor, evaluate and recommend training needs as required to ensure the quality and competence of employees is maintained. Maintain training records for Agents
• Attend to the day-to-day administration, i.e. ordering supplies, improving staff procedures and communications, and investigating problems/delays
• Liaison with Carriers’ representatives to ensure their requirements and standards are being met
• Assist in maintaining staff morale having clear and open communication with staff
• Cover any manpower shortages and/or assist whenever necessary
• Other duties as assigned

Safety, Security, Wellbeing and Compliance

You 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 for

• Must be 18 years of age and have a High School Diploma, GED or equivalent work experience
• One year college certificate or technical school, six months related experience or equivalent combination of education and experience
• Ability to supervise up to 10-15 passenger service agents
• Must be able to pass all pre-employment testing to include drug testing and a physical
• Ability to safelylift upto 70 lbs.
• Must maintain a valid state driver’s license
• Must be able and flexible to work variables shifts including weekends and holidays

Diversity

MenziesAviation 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.

Licenses & Certifications

Required

DRIVERS LICENSE

Preferred

EMPLOYEE BADGE

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.