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, 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, 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.

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, etc.) by liaising with internal and external partners
• Schedule volunteers, maintain and manage 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) to the Airport Operations management team
• Ensure the Manager, Volunteer Program is kept up-to-date with the progress and status of the volunteers
• Provide logistical support for uniforms, and ordering/distributing office supplies, catering, etc.
• Escalate any performance and compliance issues to the Manager, Volunteer Program
• 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 on a regular basis regarding airport updates, program initiatives, including preparing a weekly e-newsletter

This unionized position has an hourly wage of $39.00, based on a 37.5-hour work week. If you are the selected candidate, you must be available to commence the duties of the position once a selection decision has been made. As part of the recruitment process, you will be required to complete a test.

Candidates with relevant external experience must provide references with their applications in order to confirm this experience.

This is the role for you, if you have:

• 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 strong 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 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
• 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.