Wheelchair Supervisor

About the role

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.

Responsibilities

• 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.

Requirements

• 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.

Working Conditions

The role is based in a fast-paced airport environment with frequent passenger interaction, requiring extensive walking and movement throughout airport facilities. The successful candidate will be exposed to crowded, high-traffic operational areas and must be able to stand and walk for extended periods throughout shifts.

Qualifications

Airline or Airport Operations leadership experience and knowledge of ADA compliance and passenger assistance standards are desirable.

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 and prohibits the misuse of alcohol and drugs, carrying out regular testing to enforce our Substance Misuse Policy.