Lead Wheelchair

MenziesAviation

•

Memphis, Tennessee

•

PERMANENT

Updated 09/09/2026

Job Description

Job Summary

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

Lead and support wheelchair agents during daily passenger assistance operations

Coordinate wheelchair service assignments and monitor coverage throughout airport terminals and gate areas

Assist passengers requiring wheelchair or mobility assistance with transportation through the airport

Ensure timely service for departures, arrivals, and connecting passengers

Provide exceptional customer service to passengers, families, airline staff, and airport personnel

Assist with training and mentoring new wheelchair agents on customer service, safety procedures, and operational expectations

Monitor team performance and address operational issues or service delays promptly

Communicate effectively with gate agents, dispatchers, supervisors, and airline personnel regarding passenger needs and service updates

Ensure compliance with airport safety procedures, TSA regulations, and company policies

Assist with resolving passenger concerns or escalated service issues professionally

Maintain accurate operational records, service logs, and incident reports when required

Support operations during peak travel periods, delays, cancellations, and irregular operations

Promote a professional, team-oriented, and customer-focused work environment

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:

High school diploma or GED

Must be 18 years of age or older

Six (6) months of wheelchair assistance, customer service, hospitality, or airport operations experience

Strong communication, interpersonal, and organizational skills

Ability to work effectively in a fast-paced airport environment

Ability to remain patient, professional, and customer-focused under pressure

Ability to work flexible schedules, including nights, weekends, holidays, and overtime

Basic communication and teamwork skills

Reliable attendance and punctuality

Must have reliable telephone and transportation

Prior leadership or supervisory experience

Airport terminals, gates, security checkpoints, and baggage claim areas

Fast-paced environment with frequent passenger interaction

Requires extensive walking throughout airport terminals

Exposure to crowded and high-traffic passenger areas

Ability to push passengers in wheelchairs for extended periods

Ability to stand and walk continuously throughout shifts

Ability to lift, push, and pull up to 50 pounds occasionally

Ability to assist passengers safely during boarding and deplaning operations

Must be able to take verbally direct in English

Must be able to read, write, understand and carry out instructions in English

Must pass pre-employment and random drug tests

Must pass a pre-employment background check

Must meet necessary requirements to obtain a security sensitive identification badge

Must be in proper uniform or business attire as directed by company officials

Identification badges must always be visible

Adhere to company policies and procedures and participate in achievement of company objectives

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!

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