Coordinator, Volunteer Program (Term Opportunity - Nine Months)

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 2,100 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

What's in it for you!

As a GTAA employee, you’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.

What you can expect from this position:

Reporting to the Manager, Volunteer Program and Passenger Care Team, this position supports the development and maintenance of the Toronto Pearson Volunteer Program. This includes end-to-end execution of the program inclusive of recruitment and training, program administration, people management, and event planning and delivery. The Coordinator, Volunteer Program will be responsible for being a customer-centric leader with respect to the GTAA’s Mission, Vision, Values and Beliefs, can adhere to the time commitment and represent Toronto Pearson in a professional, friendly and knowledgeable manner.

As a Coordinator, Volunteer Program, you will:

• Assist the Manager, Volunteer Program in recruiting volunteers, including but not limited to promoting, organizing and conducting information sessions, pre-screening volunteer applications, conducting interviews, organizing training for volunteers.
• Provide support in the development and expansion of the volunteer program via new initiatives (i.e. Therapy Dog Program, Junior Ambassador Program, Passenger Care Team, etc.) by liaising with internal and external partners.
• Schedule volunteers and prepare call-outs for Passenger Care Team and maintain the volunteer management software.
• Create and distribute various data reports related to volunteer shift activities (e.g. hours worked, locations assigned, customer service survey results) and Passenger Care Team in provision of enhanced support for volunteers to the Airport Operations management team.
• Ensure the Manager, Volunteer Program and Passenger Care Team is kept up-to-date with the progress and status of volunteers.
• Coordinate reoccuring meetings and volunteer appreciation programs for volunteers.
• Provide logistical support for uniforms, ordering/distributing office supplies, catering, etc.
• Escalate any performance and compliance issues to the Manager, Volunteer Program and Passenger Care Team.
• Lead training requirements for new volunteers and recurrent requirements which include designing, developing and facilitating in-class, one-on-one and online training while accommodating a variety of learning styles.
• Interact with Passenger (Face-to-face) to provide information and wayfinding within the airport to help increase customer service availability and responsiveness.
• Communicate with volunteers and passenger care team on a regular basis regarding deployments, airport updates, program initiatives, including preparing a weekly e-newsletter.

This unionized position is classified at the Band 5 level, with an hourly wage range of $, based on a 37.5 hour work week. As part of the recruitment process, you will be required to complete a test.

This is the role for you, if you have:

• 3+ years’ experience supervising personnel with a strong preference in overseeing volunteers and/or senior citizens.
• 3+ years’ experience in a direct customer service position.
• 1+ year experience working with airport community partners and/or other large public service agencies.
• Experience with organizing events and meetings.
• Possess a valid Class G valid 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 and/or an acceptable combination of work experience and education.

Knowledge and skills you bring, that set-you up for success:

• 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 the use of Microsoft Office Suite (Word, Excel, Power Point, Outlook), and the ability to use database software.
• Proven ability to design and facilitate training sessions.
• Knowledge of Toronto Pearson airport and/or airport industry, the GTAA organization and airport community structure is a definite asset.
• Able to work overtime which may include evenings and weekends.

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