The Canadian Air Transport Security Authority (CATSA) has 1 (one) exciting indeterminate opportunity within the People, Culture and Experience branch at the CATSA Headquarters.
This position represents an opportunity for career-driven individuals seeking a position within an organization that inspires growth and promotes excellence to make a difference and contribute to CATSA’s unique culture as it strives to excel in air transport security.
Why is CATSA a great fit for you?
CATSA is a world leader in aviation security, mandated to protect the public by delivering security screening operations at 89 designated airports across Canada. As a Crown corporation, CATSA is accountable to Parliament through the Minister of Transport.
We champion innovation and creativity and offer a welcoming and inclusive workplace where employees can be their true selves and take pride in being part of a mission that matters.
If you are a motivated professional seeking a position within a multifunctional and collaborative environment and you are looking for the next great adventure, CATSA is the place for you!
Summary of responsibilities:
The Coordinator, Client Experience is responsible for supporting and coordinating timely and accurate information on CATSA’s procedures to the travelling public regarding enquiries, complaints, and claims. For enquiries, the incumbent ensures procedures are understood prior to the pre-board screening experience. Post-travel, the incumbent attempts to resolve any claims or complaints through a fair, responsive, and complete review that includes liaising with internal and external stakeholders. Administratively, the incumbent oversees claims processing and complaint resolution, including verbal and written interaction with passengers. The Coordinator, Client Experience performs all other duties and responsibilities related to the position as required.
What you need to succeed
To qualify for the position, you must have:
- Graduation from a recognized college or university with specialization in Communications or another specialty relevant to the duties of the position.
- One to two years of experience in a customer service role, dealing with enquiries and/or claims and complaints from the general public.
- Experience conducting background research, tracking, and maintaining data, and consolidating data into reports.
- Experience managing multiple files under tight deadlines.
This position is best suited to individuals with the following skills and abilities:
- Exceptional communication skills, both orally and in writing.
- Strong attention to detail.
- Strong client service orientation.
- Sound judgment and maturity.
- Reliability, tact, discretion.
- Ability to synthesize complex information in a clear and concise manner.
- Ability to work well independently and within a team.
- Ability to resolve conflict.
- Ability to multi-task and prioritize.
- Ability to work well under pressure.
Valuable skills include:
- Experience providing administrative support in an operational environment.
- Knowledge of CATSA's mandate and priorities, as well as an awareness of relevant legislations impacting CATSA.
- Experience delivering training and coaching in a client service environment.
- Experience managing escalated client cases with professionalism, empathy, and sound judgment.
- Working knowledge of a third language.
Specific work requirements:
- Ability to travel as required
- Language Profile: CBCC
- Ability to obtain and maintain a Secret security clearance; and
- Be a Canadian citizen or permanent resident.
How to apply:
If you feel you are the ideal candidate for this position, please click on the following link to submit your application before February 27, 2026 by 11:59pm EST.
Additional information:
- Please note that candidates that meet all the position requirements, including the language profile, will be given first consideration however, we invite all interested candidates to submit their applications.
- While we appreciate all the candidates’ interest, only those being considered in the process will be contacted.
- CATSA will use this opportunity to establish a candidate pool that may be used to staff permanent or fixed-term positions with similar responsibilities and qualifications.
