Job Details
Description
Overview
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 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 doing
1. Lead and support wheelchair agents during daily passenger assistance operations
2. Coordinate wheelchair service assignments and monitor coverage throughout airport terminals and gate areas
3. Assist passengers requiring wheelchair or mobility assistance with transportation through the airport
4. Ensure timely service for departures, arrivals, and connecting passengers
5. Provide exceptional customer service to passengers, families, airline staff, and airport personnel
6. Assist with training and mentoring new wheelchair agents on customer service, safety procedures, and operational expectations
7. Monitor team performance and address operational issues or service delays promptly
8. Communicate effectively with gate agents, dispatchers, supervisors, and airline personnel regarding passenger needs and service updates
9. Ensure compliance with airport safety procedures, TSA regulations, and company policies
10. Assist with resolving passenger concerns or escalated service issues professionally
11. Maintain accurate operational records, service logs, and incident reports when required
12. Support operations during peak travel periods, delays, cancellations, and irregular operations
13. Promote a professional, team-oriented, and customer-focused work environment
14. Perform other duties as requested
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:
15. High school diploma or GED
16. Must be 18 years of age or older
17. Six (6) months of wheelchair assistance, customer service, hospitality, or airport operations experience
18. Strong communication, interpersonal, and organizational skills
19. Ability to work effectively in a fast-paced airport environment
20. Ability to remain patient, professional, and customer-focused under pressure
21. Ability to work flexible schedules, including nights, weekends, holidays, and overtime
22. Basic communication and teamwork skills
23. Reliable attendance and punctuality
24. Must have reliable telephone and transportation
25. Prior leadership or supervisory experience
26. Airport terminals, gates, security checkpoints, and baggage claim areas
27. Fast-paced environment with frequent passenger interaction
28. Requires extensive walking throughout airport terminals
29. Exposure to crowded and high-traffic passenger areas
30. Ability to push passengers in wheelchairs for extended periods
31. Ability to stand and walk continuously throughout shifts
32. Ability to lift, push, and pull up to 50 pounds occasionally
33. Ability to assist passengers safely during boarding and deplaning operations
34. Must be able to take verbally direct in English
35. Must be able to read, write, understand and carry out instructions in English
36. Must pass pre-employment and random drug tests
37. Must pass a pre-employment background check
38. Must meet necessary requirements to obtain a security sensitive identification badge
39. Must be in proper uniform or business attire as directed by company officials
40. Identification badges must always be visible
41. Adhere to company policies and procedures and participate in achievement of company objectives
42. 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 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 Instructions
Is this role ticking all the boxes for you? If so, please click apply now!
Qualifications
Skills
Behaviors
:
Motivations
:
Education
Preferred
High School or better.
High School or better.
Experience
Licenses & Certifications
Preferred
DRIVERS LICENSE