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Passenger Service Trainer

July 18 2021
Industries Airspace, Aviation, National Defence
Categories Aerospace, Aviation, Airport, Customer Services (airport & call centre), HR, Training, Training - Development - Improvement
Mississauga, ON

Main accountabilities include:

  • Effectively deliver new hire and annual recurrent training for all station personnel.
  • Effectively deliver OJT and Passenger Service Training – secondary OJT and other training-based classes.
  • Project a professional image/conduct at all times.
  • Ensure that the delivery of training courses are aligned to support and ensure safe and secure operations in accordance with the highest possible standards of safety, security and all government statutory requirements.
  • Coordination with airline customers to ensure all Initial and recurrent training material is up to date and meeting regulatory standards.
  • Ensure station training and training matrix is aligned with corporate training modules as shown in appendix 1 to 6 Learning Development Policy
  • Support employees and supervisors in undertaking the protective and preventative measures necessary to achieve compliance with health and safety legislation as it applies to them.
  • Support corporate compliance by ensuring that training is aligned to promote and support applicable Management of Health and Safety at Work Regulations.
  • Report any breaches of statutory requirements or company best practice to management.
  • Participate in safety audits daily and provide corrective action assistance to management.
  • Complete passenger service audits and other reports as requested.
  • Perform other duties as required

Qualifications and Experience:

  • Must be able to hold and maintain all required airport security clearance;
  • Must be a minimum of 18 years of age and legally able to work in Canada;
  • Must have high school diploma, GED or equivalent work experience;
  • Thorough knowledge of Passenger service operations, aviation security, safety practices, legislation and customer supplier relationships;
  • Demonstrate ability to lead, coach and develop staff
  • Valid driver’s license with good driving record;
  • Ability to read, write and speak fluent English and Spanish beneficial
  • Detailed knowledge of customer airlines DCS and manual check-in procedures;
  • Detailed knowledge of Customer Care Program;
  • Detailed knowledge of IATA Dangerous Goods procedures;
  • Ability to effectively communicate verbally and in writing.
  • Must have strong relational, communication and presentation skills
  • Must be able to multi task and meet tight deadlines
  • Must be able to work extended hours on short notice during non-routine operations.
  • Proficient with Microsoft Excel and Word programs.
  • Must enjoy dealing with people daily
  • Ability to lift up to 70 lbs., comfortable with bending, kneeling and pushing and pulling file boxes
  • Ability to understand how the function impacts on the operation, corporate and statutory compliance
  • Ability to make decisions if required
  • Act with Integrity
  • Uphold the image and standards of the company at all times

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