New Posting - Vancouver Airport Authority

Vancouver Airport Authority has a permanent, full-time opportunity for a Coordinator, Airline Client Relations in the Customer Care Department.  Reporting to the Manager, Customer Care Programs, 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 (AOC, ROC, Passenger Bridge Working Group, etc. ), 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:

• Bachelor’s 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
• Experience in professional customer service client relationship roles
• 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 
• Detailed 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
• Fluency in Mandarin, both spoken and written, is an asset, as is a comprehensive understanding of Chinese business culture and etiquette
• 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 Vancouver Airport Authority employees and external candidates.  Previous job performance will be taken into consideration for all candidates that apply for this position.
We are committed to employment equity and welcome applications from everyone, including women, Aboriginal peoples, persons with disabilities and members of visible minorities.  If required, we are able to provide reasonable accommodations for persons with a disability throughout the selection process. 

For further information or to apply, please click here