Lost and Found Coordinator (1 Term Opportunity - 6 months)

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 1,900 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, an employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.

Position Summary:

Reporting to the Manager, Terminal Operations T1 and T3, this position is responsible for the efficient day to day running of Toronto Pearson’s Lost and Found Program. The Lost and Found Coordinator will deliver exceptional customer service through in-person, telephone and email inquiries in regard to lost/found items in the terminals and parking garages. The incumbent is responsible for receiving lost/found property from the public and stakeholders; maintaining care and control of items from receipt through to final disposition; and logging all items and related activity into the Lost and Found system. In an effort to consistently exceed customer expectations the incumbent will collaborate with a range of internal and external stakeholders with the goal to reconcile lost/found property with their rightful owners.

Key Accountabilities:

• Answer public Lost and Found phone line and respond to email inquiries pertaining to lost/found items
• Accept found items from multiple sources and enters and updates information into database
• Inspect, tag and store found items
• Proactively attempt to locate and contact owners of found items by telephone, written correspondence, or coordinating pages throughout the terminals
• Gather information and conduct follow ups of lost inquiries when necessary
• Maintain care and control of returned property
• Prepare items for shipping or in-person return to customer
• Transport items between lost and found offices/ terminals, when required
• Prepare items for disposal/charity when required
• Dispose of unclaimed property accordingly following Standard Operation Procedures
• Communicate and interact effectively with internal and external stakeholders, including but not limited to, other members of the Terminal Operations team, airport employees and other members of the public
• Escalate situations to appropriate parties when property is suspected to contain sensitive or suspicious materials
• Assist with troubleshooting any problems with Lost and Found Program
• Apply strong customer service focus in all interactions
  
  
  

This is a unionized position with an hourly wage of $30.91, based on a 37.5 hour work week. This is a shift work position, which includes weekends and holidays. The successful candidate must be available to commence the duties of the position once a selection decision has been made. A test may be administered as a part of the competitive process.

Qualifications:

• Post-secondary certificate, degree or diploma with a preference in a security or law related field or combination of acceptable education and experience
• Minimum of two (2) years’ demonstrated experience in a customer service environment
• Experience in a call center or inventory control environment is preferred
• Obtain and retain a Transportation Security Clearance
  
  
  

Knowledge, Skills and Abilities:

• Superior customer service skills
• Ability to interact with the stakeholders and public in a friendly, courteous, and efficient manner
• Ability to work in both a team and independent focus environment
• Possess organizational skills with the ability to multitask
• Must have knowledge of Microsoft Office Programs such as, but not limited to, Outlook, Excel and Word
• Ability to acquire knowledge of, and then skillfully use, specific databases and software pertinent to assigned functions
• Ability to maintain records and compose correspondence related to the work
• Fluent communication skills in English, both verbal and written
• Fluency in speaking another language will be considered an asset
• Must possess interpersonal skills and effective oral, written and listening communication skills
• This position encompasses shift work inclusive of days, evenings, weekends and statutory holidays
  
  
  

The GTAA is a federally-regulated private sector corporation. The Government of Canada has suspended mandatory vaccination requirement for federally regulated transportation sector workers. The GTAA continues to monitor government and health developments relating to COVID -19 and may re-introduce the Vaccination and proof of Vaccination requirements in the Policy at any time.

The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.