We are hiring an Airport Coordinator who will report to the Operations Manager in the department of Managed Services - Assisted Passage under the Government and Defence Divison. 

At Toll, we move the businesses that move the world. Toll manages and delivers case management and a range of associated services on behalf of the Australian Department of Home Affairs to support Refugee and Humanitarian Visa clients with the medical assessment process and subsequent travel to Australia.

As an Airport Coordinator you will contribute to our purpose by supporting our clients with Departures and Transits/Connections to ensure their safe departure to Australia.

This role is airport and office based , it requires flexibility and a commitment to working outside of standard office hours, including evenings, weekends, and public holidays, to meet operational requirements.

Primary Responsibilities and output.

• Manage airport departures and transits. 
• Support clients with airport transportation at port of embarkation , check in, security* , immigration* formalities and boarding*. ( *As local airport access allows)
• Transfer support : Meet clients arriving from 3rd countries and support them with local airport transfer/connection requirements ( Gate to Gate : *As local airport access allows)
• Ensure that clients have all the relevant exit documentation to depart and that traveling clients are fully aware of local departure processes, ensuring the lead passenger is aware of the importance of keeping Boarding Passes , IMMICards and other key documentation safe
• Ensure any client specific needs ( e.g. Wheelchairs and/or other special needs ) are available and that clients are appropriately cared for during delays ( including the provision of food and drinks when required and in line with contractual requirements)
• Work with host country government agencies to facilitate and support our clients with local regulatory requirements as required, this might include Character Clearances, Exit Visas, or in-country travel permits/exit from camp passes.
• Attendance at Australian Embassies or High Commissions to take possession of Immigration Documentation under contractual guidelines (IMMICards)
• Support peers with infield logistics tasks during non-travel days or during periods of low or no Airport activity. This may include supporting clients to attend Medical or service appointments
• Support case management peers with 3rd party supplier activations, purchase order administration or exit visa processing.

Accountabilities.

• Stakeholder Relationships : Builds strong trusting relationships with host govt agencies and airport authorities
• Customer Focus: Quickly establishes rapport with Refugee clients and ensures clients are supported and informed during the departure process , recognising that this can be an overwhelming and emotional time for them
• Resilience: Maintains stable performance under pressure, opposition, or setbacks (such as time pressure or job ambiguity) in diverse and sometimes challenging locations
• Optimises Work Processes: Knows the most effective and efficient processes to get things done, with a focus on continuous improvement, problem solving and quality control.
• Accountability: Holds self and others accountable to meet commitments
• Policy Compliance: Adherence to relevant Policies and Procedures
• Compliance with legislation, rules, and regulation
• Strong awareness and consideration of political implications and religious sensitivities that apply to refugees and their host countries.
• Risk Management: Proactively identify, assess, and address operational risks to safeguard service delivery and client wellbeing

• Comprehensive awareness of Refugee & Humanitarian resettlement operations and/or the delivery of services to refugees in long term host country environments.
• Experience with identifying and resolving service delivery issues , failures or unexpected disruptions to plans , including the ability to make decisions in high pressured environments
• Previous experience in delivering services within a Child Safeguarding Framework
• Previous experience working in a multi stakeholder or inta-agency environment, such as an airport , health care or aid distribution.

• a passion for the Program outcomes desire to service the customer and to put their needs first
• strong desire for continuous improvement
• excellent communicator who flourishes in a fast-paced environment
• exceptionally well organised and methodical in approach to service delivery

The key relationships to develop and maintain are with these organisations and teams:

External onshore: Home Affairs

External Offshore:Home Affairs (posts), UNHCR Reginal Teams, IOM Regional Teams, Airport Authorities, Host Government Agencies

Internal: Operations Managers, Supply Chain Teams, Team Leader Case Management, Logistics/Field Teams, Case Managers

Travel , domestically or within your region may be required

How to apply:

Interested in this Vacancy? Send your application to [email protected]

by or before Monday, 18th September 2025 (midnight). The application should consist of cover letter; 1 page selection criteria write up and a Resume