Passenger Service Supervisor

Wheelchair Agent Supervisor

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

The 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 Doing

• Supervise 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 equipment
• Perform other duties as requested

Shift: 3:30AM-1:30AM / Open availability

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 or older
• HS Diploma or GED
• One (1) year of wheelchair assistance, customer service, hospitality, or airport operations experience
• Minimum one (1) year of lead or supervisory experience
• Excellent verbal and written communication skills
• Strong leadership, communication, and conflict-resolution skills
• Ability to work effectively in a fast-paced airport environment
• Ability to work flexible schedules, including nights, weekends, holidays, and overtime
• Airline or Airport Operations leadership experience
• Knowledge of ADA compliance and passenger assistance standards
• Airport terminals, gates, security checkpoints, and baggage claim areas
• Fast-paced environment with frequent passenger interaction
• Requires extensive walking and movement throughout airport facilities
• Exposure to crowded, high-traffic operational areas
• Ability to stand and walk for extended periods throughout shifts
• Ability to push wheelchairs and assist passengers as needed
• Ability to lift, push, and pull up to 50 pounds occasionally
• Ability to respond quickly to operational and passenger service needs
• Must be able to read, write, understand and carry out instructions in English
• Must meet necessary requirements to obtain a security sensitive identification badge
• Must be able to verbally direct in English
• Must have good hearing and vision
• May be required to work weekends, overnight shifts and holidays
• Treat all information as confidential

Diversity

Menzies 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.