New Posting - Toronto Pearson Airport

Reporting to the Manager, Volunteer Program, the Coordinator Volunteer Program is responsible for supporting the Manager with the implementation and the maintenance of the Toronto Pearson Volunteer Program. As the program is implemented, the incumbent will be responsible for maintaining and assisting in the growth of the program including directly supervising the volunteers. The Volunteer Coordinator 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.

Accountability:

• Assisting Manager, Volunteer Program in recruiting volunteers, including but not limited to conducting information sessions, pre-screening volunteer applications, conducting interviews, organizing training for volunteers
• Scheduling volunteers and maintaining and managing the volunteer management software
• Creating and distributing various data reports related to volunteer shift activities (e.g. hours worked, locations assigned, guest service survey results) to Guest & Terminal Services Managers, Senior Managers and Executive Management
• Ensuring the Manager, Volunteer Program is kept up-to-date with the progress and status of the volunteers
• Coordinating on-going volunteer appreciation programs for volunteers
• Providing logistical support for uniforms, and ordering/distributing office supplies, etc.
• Escalating any performance and compliance issues to the Manager, Volunteer Program
• Interacting with Guests (Face-to-face) to provide information and wayfinding within the airport to help increase customer service availability and responsiveness
• Other assigned duties as required

Qualifications

• Post-secondary education in a field related to customer service and/or volunteer management and/or an acceptable combination of work experience and education
• Minimum 3 years’ experience in a direct customer service position
• Minimum 3  years’ experience overseeing personnel with a preference of overseeing volunteers and/or seniors
• Minimum 1 year experience working with airport community stakeholders and/or other large public service agencies
• Previous experience with organizing events/meetings will be considered an asset

Knowledge, Skills and Abilities:

• Proven ability to lead, direct and oversee in an “outgoing” and positive style
• Demonstrated ability to provide exceptional customer service focus and empathy
• Strong relationship building 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 an asset
• Must be able to work overtime which may include evenings and weekends

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