Community and Customer Relations Coordinator

Reporting to the Communications Manager, the Community & Customer Relations Coordinator is responsible for managing the day-to-day delivery of Uplifted, HIAA’s community outreach program, and coordinating customer service responses by phone and email. The Community & Customer Relations Coordinator provides timely, professional customer service responses, verbally and in writing, in both English and French, and supports the broader Marketing, Communications & Customer Experience team with bilingual communications and responses for social media channels. This role supports team efforts to enhance HIAA’s reputation as a sustainable and socially responsible organization by building and maintaining strong relationships with community organizations and partners, managing program commitments and administrative requirements, and supporting initiatives in alignment with HIAA’s strategic priorities and values to strengthen Halifax Stanfield’s connections with the communities it serves.

Responsibilities

• Manages customer inquiries, comments and complaints received by phone and email, providing timely, professional responses in English and French, and coordinates with internal departments and airport partners to resolve customer issues as required.

• Maintains accurate records and regularly analyzes customer feedback data to identify trends, recurring issues and emerging concerns, and prepares reports and insights to support decision-making and improvements to the passenger experience.

• Responds to customer situations requiring immediate or sensitive assistance, exercising sound judgment and coordinating with appropriate internal teams and airport partners to support resolution.

• Develops and maintains customer relations resources, including Frequently Asked Questions, response templates and reference materials, to support accurate and consistent customer communications across all channels.

• Assists in the preparation of bilingual content and responses for use on Halifax Stanfield’s social media channels.

• Coordinates the day-to-day administration and delivery of Uplifted, supporting all program streams and ensuring activities, partnerships, sponsorships, and other funding commitments are delivered consistently and in alignment with HIAA’s strategic priorities, program criteria and budget.

• Develops and maintains the annual Uplifted work plan and calendar, which includes tracking deadlines, commitments, approvals, events and follow-up requirements.

• Builds, maintains and strengthens relationships with community organizations by serving as a primary point of contact for Uplifted and ensuring commitments, expectations and opportunities are clearly communicated and followed through.

• Oversees and supports community-focused projects, sponsorships, and special events that strengthen HIAA’s relationships with community organizations and partners.

• Manages and tracks the overall budget of Uplifted, including commitments, expenditures and forecasts, and provides regular budget updates to the Communications Manager

• Coordinates the intake, assessment, approval and fulfillment of all community investment requests in accordance with Uplifted program criteria, including sponsorships, donations, volunteer opportunities and other forms of community support, and maintains appropriate records.

• Collaborates with Airport Experience team members to facilitate HIAA’s Welcome Program, tours and other related airport experience initiatives.

Qualifications

• Post-secondary education in Business Administration, Communications, Public Relations, or Tourism and Hospitality Management is preferred, with two to three years’ related experience. A similar combination of experience and skills will be considered.

• Strong proficiency with MS Office, including Excel, Outlook, Word, PowerPoint, SharePoint and Teams.

• Strong demonstrated customer service skills, with experience handling a range of inquiries, complaints and sensitive situations with professionalism and sound judgment.

• Demonstrated curiosity for complex issues and ability to distill dense information into communications materials for a variety of audiences.

• Demonstrated ability to develop strong cooperative relationships with employees, customers, stakeholders, and partners.

• Demonstrated ability to collect, organize and analyze quantitative and qualitative information, identify meaningful trends and prepare clear reports, summaries and recommendations.

• Excellent organizational, planning, time management and prioritization skills, with the ability to adapt to change and make sound decisions in a dynamic environment.

• Demonstrated ability to remain effective in high-pressure situations and manage conflict professionally.

• Demonstrated ability to operate effectively under tight deadlines and in a fast-paced environment.

• Ability to learn and apply new skills and knowledge.

• Demonstrated ability to work as a member of a team.

• Exceptional written and oral communication skills in both English and French. Other languages would be an asset.

• Experience working with social media or other communications channels would be an asset

ABOUT HIAA:

At HIAA, you will enjoy being part of an evolving global industry, with all the comforts that come from being one of only 200 employees. Employee engagement matters at HIAA — in the last three years, an average of 91% of our employees said they would recommend HIAA as an employer.

Safety first: We go above and beyond to ensure a safe and healthy workplace for all our employees, providing comprehensive training, proper safety equipment, and a culture of collaboration and support. With us, you can trust that your well-being is always our top concern.

Caring supervisors and teammates: You’ll join a team of supportive and caring individuals who are always ready to help each other succeed. Our supervisors and coworkers are invested in your professional and personal growth, and will work with you to provide guidance, support, and encouragement and professional development. With us, you’ll always feel supported, personally and professionally.

Part of a larger community: You’ll be part of a vibrant and dedicated community of professionals working together with one purpose: to safely and efficiently manage, operate and promote the region’s largest airport. Whether you’re a customer service representative, an electrician, or a member of our management team, you’ll play a crucial role on our team and as part of the Halifax Stanfield community. With us, you’ll be part of something bigger.

Competitive compensation and benefits: We believe in rewarding our employees for their hard work and dedication. That’s why we offer competitive compensation and a comprehensive benefits package to support the physical, emotional, and financial well-being of our team. With us, you’ll have access to industry-leading pay and benefits, including health insurance, a registered pension plan, retirement savings plans, and wellness programs, to help you thrive both personally and professionally.

We also offer the following:

• Annual Salary starting at $82,935• Commuting allowance (if eligible) • Free parking for work and travel• Training & development• Vacation• 12 paid holidays• Paid family related time up to 37.5 hours• Up to 10 sick days• Registered pension plan with matching contributions up to 7%• Medical and dental, currently at 100% paid premiums • Health spending account

To express interest in this opportunity please apply online directly

We are committed to building a diverse and inclusive workplace that reflects the communities we serve. We encourage applications from Indigenous Peoples, persons with disabilities, racially visible persons (members of racialized groups), and members of the 2sLGBTIQA+ community. Candidates are encouraged to self-identify during the application process.

To self-identify, please click here and complete the survey or self- identify on your application.