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 2,100 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.

What you can expect from this position:

Reporting to the Manager, Pass/Permit, this role is responsible for handling telephone inquiries and booking requests for the Pass/Permit Office. The successful candidate will also be responsible for pre-screening online document submissions, reviewing documentation at the front desk to ensure accuracy and completeness, and processing applications for a range of services. This position requires a high level of professionalism, customer service and attention to detail in all interactions.

As a Coordinator, Pass Permit Enrolment, you will:

• Consistently deliver and maintain exceptional customer service during every interaction, including with occasionally confrontational clients.
• Prepare, review, and assess pass and permit requests by validating application completeness, addressing deficiencies, ensuring full compliance with legislated requirements and GTAA standards and policies, and evaluating eligibility and access to restricted areas based on operational need.
• Cross-reference databases to validate eligibility, ensuring no limitations or restrictions exist prior to pass/permit issuance, while confirming applicants are authorized for access to restricted areas and maintaining strict confidentiality of personal information.
• Provide accurate information and guidance to clients, demonstrating strong knowledge of pass/permit issuance practices and procedures in a fast-paced, multi-tasked environment.
• Maintain accurate client accounts with strong attention to detail, ensuring all data is properly recorded and escalating discrepancies to the Supervisor.
• Support audit and cost recovery activities by identifying outstanding payments, escalating issues to the Supervisor, restricting services for non-compliant clients, and providing front-line response to payment inquiries.

This unionized position is classified at the Band 5 level, with an hourly wage range of $40.17 based on a 30 hour or less work week. As part of the recruitment process, you will be required to complete a test.

This is the role for you, if you have:

• Minimum 1-2 years of experience in data processing in a client/service-oriented environment.
• Strong computer and computer keyboarding skills with an ability to obtain a minimum keyboarding speed of 30 words per minute with a 90% accuracy.
• High School Diploma or an acceptable combination of education, training and/or experience.
• Ability to obtain and retain a Transportation Security Clearance.

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

• Deliver exceptional customer service by possessing strong interpersonal, communication, problem solving and relationship-building skills, fostering positive interactions and effectively addressing client needs.
• Strong attention to detail with the ability to consistently produce high quality work.
• Excellent oral, written, and listening skills, with the ability to manage high workloads and effectively handle stress in situations involving conflict resolution and challenging interactions.
• Dependability and sound judgment to establish and maintain effective working relationships with co-workers and outside agencies.
• Demonstrate strong computer literacy and keyboarding skills, with the ability to accurately manage electronic records, file documentation, and operate multiple devices (e.g., cameras, eye scanners) in a fast-paced environment.
• Practical ability to use specific equipment and systems (i.e. Computerized Restricted Area Pass (RAPS) program, Restricted Area Identity Card (RAIC) program, Printers associated with RAP and RAIC program, camera, scanners and Automated Fingerprint Identifications System (AFIS)), and other systems.
• Basic use of Microsoft Office Suite, including word, excel.
• Knowledge of: Federal Government Regulations and measures, GTAA regulations, policies and procedures, and Civil Aviation Regulations related to Restricted Area Access Control and pass/permit issuance.

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

This position is exempt from Ontario's 2026 pay transparency requirements under Regulation 476/24.