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About the Role

This position supports the development and maintenance of the Toronto Pearson Volunteer Program, including recruitment, training, administration, people management, and event planning. The Coordinator will be a customer-centric leader representing Toronto Pearson professionally.

Responsibilities

• Assist the Manager, Volunteer Program in recruiting volunteers, including promoting, organizing information sessions, pre-screening applications, conducting interviews, and organizing training.
• Support the development and expansion of the volunteer program through new initiatives by liaising with internal and external partners.
• Schedule volunteers and prepare call-outs for the Passenger Care Team, and maintain volunteer management software.
• Create and distribute data reports on volunteer activities and Passenger Care Team support for the Airport Operations management team.
• Keep the Manager, Volunteer Program and Passenger Care Team updated on volunteer progress and status.
• Coordinate recurring meetings and volunteer appreciation programs.
• Provide logistical support for uniforms, office supplies, and catering.
• Escalate performance and compliance issues to the Manager, Volunteer Program and Passenger Care Team.
• Lead training requirements for new and existing volunteers, including designing, developing, and facilitating various training formats.
• Interact with passengers face-to-face to provide information and wayfinding, enhancing customer service availability.
• Communicate regularly with volunteers and the passenger care team regarding deployments, updates, and initiatives, including preparing a weekly e-newsletter.

Requirements

• 3+ years of experience supervising personnel, with a preference for overseeing volunteers and/or senior citizens.
• 3+ years of experience in a direct customer service position.
• 1+ year of experience working with airport community partners and/or other large public service agencies.
• Experience organizing events and meetings.
• Possess a valid Class G Driver’s license.
• Ability to acquire and retain a Transportation Security Clearance.
• Post-secondary education in a field related to volunteer management and customer service, or an acceptable combination of work experience and education.

Skills

• Proven ability to lead, direct, and oversee in an outgoing and positive style.
• Demonstrated ability to provide outstanding customer service focus and empathy.
• Strong relationship building, administrative, and organizational skills with the ability to multitask.
• Excellent decision-making, oral, and written communication skills.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Ability to use database software.
• Proven ability to design and facilitate training sessions.
• Knowledge of Toronto Pearson airport, the airport industry, the GTAA organization, and airport community structure is a definite asset.
• Able to work overtime, which may include evenings and weekends.

Location

• Toronto Pearson

Work Type

• Full-time
• Unionized

Experience Level

• Band 5

Education Level

• Post-secondary education in a field related to volunteer management and customer service, or an acceptable combination of work experience and education.

Salary/Compensations

• $39.00 per hour based on a 37.5 hour work week

Benefits

• Retirement planning
• Comprehensive group health benefits
• Employee Assistance Program (EAP)
• Paid leave
• Education and training
• Recognition and rewards programs

About the Company

• The Greater Toronto Airports Authority (GTAA) is working to make Toronto Pearson a global leader in airport performance, customer care, and sustainability.
• Approximately 2,100 GTAA employees are creating a next-generation airport by innovating and striving for an uplifting, safe, and efficient passenger experience.
• The GTAA champions the prosperity of its people, the community, and its aviation partners.

Equal Opportunity

• The GTAA is committed to Employment Equity and maintaining a diverse, equitable, and inclusive workplace where everyone can thrive.