Coordinator, Volunteer Program

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 1,800 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.

**Position Summary**:
Reporting to the Manager, Volunteer Program, 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, knowledgeable manner.

**Key Accountabilities**:

- Provides support in the development and expansion of the volunteer program via new initiatives (i.e. Therapy Dog Program, Junior Ambassador Program, etc.)
- Schedule volunteers, maintain and manage the volunteer management software
- Creating and distributing various data reports related to volunteer shift activities (e.g. hours worked, locations assigned, customer service survey results) to the Airport Operations management team
- Ensuring the Manager, Volunteer Program is kept up-to-date with the progress and status of the volunteers
- Coordinate on-going meetings and volunteer appreciation programs for volunteers
- Providing logístical support for uniforms, and ordering/distributing office supplies, catering, etc.
- Escalating any performance and compliance issues to the Manager, Volunteer Program
- Interacting with Passenger (Face-to-face) to provide information and wayfinding within the airport to help increase customer service availability and responsiveness
- Leads 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.

**Qualifications**:

- Post-secondary education in a field related to volunteer management and customer service and/or an acceptable combination of work experience and education
- 3+ years’ experience supervising personnel with a preference in overseeing volunteers and/or seniors
- 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
- Ability to acquire and retain a Transportation Security Clearance
- Possess a valid Class G valid Driver’s license

**Knowledge, Skills and Abilities**:

- 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
- Knowledge of Toronto Pearson airport and/or airport industry, the GTAA organization and airport community structure is a definite asset
- Must be able to work overtime which may include evenings and weekends

The GTAA is a federally regulated private sector. The Government of Canada has suspended mandatory vaccination requirement for federally regulated transportation sector workers. The GTAA continues to monitor government and health developments relating to COVID -19 and may re-introduce the Vaccination and proof of Vaccination requirements in the Policy at any time.