Coordinator, Volunteer Program (Term Opportunity - Nine Months)

Greater Toronto Airports Authority•Toronto, ON

27d•Onsite

About The Position

The Greater Toronto Airports Authority (GTAA) is seeking a Coordinator, Volunteer Program for a nine-month term opportunity. This role supports the development and maintenance of the Toronto Pearson Volunteer Program, involving recruitment, training, program administration, people management, and event planning. The Coordinator will act as a customer-centric leader, embodying the GTAA's Mission, Vision, Values, and Beliefs, and representing Toronto Pearson professionally. This unionized position is classified at the Band 5 level with an hourly wage of $39.00 for a 37.5-hour work week. A test will be required as part of the recruitment process.

Requirements

3+ years’ experience supervising personnel with a strong preference in overseeing volunteers and/or senior citizens.
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.
Possess a valid Class G valid Driver’s license.
Ability to acquire and retain a Transportation Security Clearance.
Post-secondary education in a field related to volunteer management and customer service and/or an acceptable combination of work experience and education.
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.
Proven ability to design and facilitate training sessions.
Able to work overtime which may include evenings and weekends.

Nice To Haves

Knowledge of Toronto Pearson airport and/or airport industry, the GTAA organization and airport community structure is a definite asset.

Responsibilities

Assist the Manager, Volunteer Program in recruiting volunteers, including promoting, organizing and conducting information sessions, pre-screening volunteer applications, conducting interviews, and 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, Passenger Care Team, etc.) by liaising with internal and external partners.
Schedule volunteers and prepare call-outs for Passenger Care Team and maintain 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) and Passenger Care Team in provision of enhanced support for volunteers to the Airport Operations management team.
Ensure the Manager, Volunteer Program and Passenger Care Team is kept up-to-date with the progress and status of volunteers.
Coordinate reoccurring meetings and volunteer appreciation programs for volunteers.
Provide logistical support for uniforms, ordering/distributing office supplies, catering, etc.
Escalate any performance and compliance issues to the Manager, Volunteer Program and Passenger Care Team.
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 and passenger care team on a regular basis regarding deployments, airport updates, program initiatives, including preparing a weekly e-newsletter.