Lost & Found Coordinator

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 program (EAP), paid leave, education and training, as well as recognition and rewards programs.

What you can expect from this position:

Reporting to the Manager, Terminal Operations T1 & T3, this position has oversight of the Lost and Found Program in accordance with established procedures. The Lost and Found Coordinator will deliver exceptional customer service through in-person, telephone, and email inquiries regarding 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. 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.

As a Lost and Found Coordinator, you will:

• Answer public Lost and Found phone line and respond to email inquiries pertaining to lost/found items
• Accept found items from multiple sources and enter and update 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 Operating 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 the Lost and Found Program
• Apply strong customer service focus in all interactions

This is a unionized position, with an hourly wage of $34.09 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.

This is the role for you, if you have:

• A post-secondary certificate, degree, or diploma with a preference in a security or law related field or combination of acceptable education and experience
• A minimum of two (2) years’ demonstrated experience in a customer service environment
• Experience in a call center or inventory control environment is preferred
• Valid Provincial Driver’s License, preferred
• Ability to obtain and retain a Transportation Security Clearance

Knowledge and skills you bring, that set you up for success:

• Superior customer service skills
• The ability to interact with stakeholders and the public in a friendly, courteous, and efficient manner
• The ability to work in both a team and independent focus environment
• Organizational skills with the ability to multitask
• Proficient knowledge of Microsoft Office Programs such as, but not limited to, Outlook, Excel, and Word
• Knowledge of Airport Operations procedures and activities and Toronto Pearson Airport geography
• Strong organizational skills with the ability to multitask
• The ability to acquire knowledge of, and then skillfully use, specific databases and software pertinent to assigned functions
• Ability to learn new procedures and software applications quickly
• The ability to maintain records and compose correspondence related to the work
• Ability to problem solve
• Fluent communication skills in English, both verbal and written
• Fluency in speaking another language will be considered an asset
• Interpersonal skills and effective oral, written, and listening communication skills
• The ability to work shift work inclusive of days, evenings, weekends, and statutory holidays