YVR - Coordinator, Airline Client Relations

 YVR is made up of a team of diverse people who are working collaboratively to Connect BC Proudly to the World. Safety is at the core of everything we do; we’re innovative, fun, and we invest in our people. We’re a BC Top Employer for 14 years standing, with high engagement scores, an abundance of learning and development opportunities, and a holistic approach to wellness.

As one of Canada’s Best Diversity Employers, Vancouver Airport Authority strives for a workplace that reflects the diversity of the communities we serve. We support the Employment Equity Act and take measures to ensure fair employment practices and treatment of employees across our organization. We welcome applications from all qualified candidates, including women, Aboriginal peoples, persons with disabilities and members of visible minorities. We encourage applicants to self-identify with a designated group(s) to support our team in filling gaps in areas where we can be more diverse. We are also happy to provide reasonable accommodations throughout the selection process and while working at YVR. If you require support applying online because you are a person with a disability, please contact us at 604-303-3152 or careers@yvr.ca. Check out the reasons that make us a Top Employer at: https://canadastop100.com/bc/.

We have a permanent, full-time opportunity for a Coordinator, Airline Client Relations in the Passenger Experience Department. Reporting to the Manager, Experience, the successful candidate will act as the main point of contact for Airlines and Above Wing Ground Handling issues and YVR.

Key responsibilities include:

• Acting as the main liaison and point of contact for airlines, above wing ground handler management and YVR
• Facilitating monthly, or as required, business sector Passenger Working Group meetings; attending other related meetings as requested
• As a client representative, proactively engaging airline clients to ensure their satisfaction and timely response to operational issues
• Participating in the creation, development and administrative management of the Airline and Business Partner cross departmental database, ensuring issues and performance are monitored
• Working with stakeholders to create, publish and maintain Terminal Standard Operating Procedures (SOP’s) related to airline operational policy and procedures
• Acting as YVR point of contact in supporting the onboarding of new airline start-ups at YVR 
• Participating, as required, with YVR internal cross functional department projects including acting as a key representative of airline business sector interests
• As a member of the Customer Care Terminal response team, participating in seasonal, ad hoc or irregular events as required 

Key qualifications include:

• Five years’ experience in professional customer service client relationship roles, supplemented by a university degree; or an equivalent combination of training and experience
• An understanding of aviation, including knowledge of internal and external operations; knowledge of the airport facility is an asset
• Knowledge and experience with service quality and process improvement opportunities including looking for innovative solutions where possible 
• Demonstrated conflict resolution skills with the ability to negotiate positive outcomes
• Public speaking experience, including design, development, implementation and delivery; proven ability to chair meetings and give presentations
• Excellent communication skills; this includes written communication with the ability to compile information from a variety of sources and distill it for our client audience, as well as conflict resolution 
• Detail orientated individual
• Ability to work as a team member or independently in a fast-paced setting with the flexibility and resourcefulness to adapt in an ever-changing environment; this includes multitasking and prioritizing work with tight timelines
• Demonstrated skills working with Excel, Power Point, Word and YVR internal IT tools
• A sense of humour, a positive outlook and a win-win attitude
• Travel when required
• Shift work when required to support air carriers operating time frames

This position is open to both Vancouver Airport Authority employees and external candidates. Previous job performance will be taken into consideration for all candidates that apply for this position.

Health and safety are at the core of how we operate at YVR. We are committed to ensuring a safe workplace for our workforce and protecting the health and safety of our employees, passengers, partners and community by taking reasonable, preventative measures to reduce the risks associated with COVID-19. All employees are required to be fully vaccinated against COVID-19 unless a valid exemption is granted for those unable to be vaccinated.