Job Description

Job Title: Customer Communications Specialist
JOB INFORMATION
Requisition ID: 12271/12272
Number of Vacancies: 2
Department: Marketing and Customer Experience
Salary Information: $ 87,596.60 - $ 109,509.40
Pay Scale Group: 08SA
Employment Type: Regular - Hybrid
New or Existing Vacancy:Existing
Weekly Hours: 35 Off Days: Saturday and Sunday Shift: Day
Posted On: Month Day, Year
Last Day to Apply: Month Day, Year
Reports to: Manager, Customer Communications
The Toronto Transit Commission (TTC), North America's third largest transit system and recognized as one of the top places to work in the GTA has introduced its new 2024-2028 TTC Corporate Plan - Moving Toronto, Connecting Communities which continues the TTC's legacy of delivering service to hundreds of millions of customers a year. The TTC's new vision and mission statements also help promote the many environmental, social equity and economic benefits that the TTC provides:
Vision: Moving Toronto towards a more equitable, sustainable, and prosperous future.
Mission: To serve the needs of transit riders by providing a safe, reliable, efficient, and accessible mass public transit service through a seamless integrated network to create access to opportunity for everyone.
The full Plan can
Career Opportunity
Looking for a new and exciting career opportunity that puts you at the heart of Toronto's transit experience? We're hiring two Customer Communications Specialists to join our team!
In this role, you'll play a key part in how the TTC connects with millions of customers by creating engaging and informative content that promotes and encourages individuals on how to use and navigate the country's largest transit system at a time of exciting growth and opportunity for the TTC.
What You Will Do
Reporting to the Manager, Customer Communications within the Marketing and Customer Experience team, you will assume a key role in the development and implementation of proactive and effective integrated communications strategies in support of major TTC initiatives, strategic priorities, activities and objectives. You will provide strategic communications advice, planning and program execution to support with the management of various communications programs, projects and activities including external communications, advertising, marketing, intellectual property management and customer behaviour change outreach strategies.
Additionally, you will work in collaboration with the Corporate Communications, Marketing, Design and Wayfinding, Customer Service and Events teams to ensure effective implementation of communications strategies. You will also evaluate the effectiveness of the TTC's communications channels, programs and initiatives and make recommendations for improvements based on the measured objectives.
As a Customer Communications Specialist, you'll be a key voice in how the TTC informs, supports and engages customers and the wider public. The ideal candidate for this role is a skilled, adaptable communicator who can write with clarity, purpose and impact across a wide range of channels. This role is ideal for a versatile writer and editor who can shift seamlessly between styles and formats and tailor messaging for a wide variety of audiences. You'll be responsible for producing high-quality content including communications plans, social media posts, website content, marketing copy and briefing notes that support frontline customer service and ensure consistent, accurate messaging.
As a Customer Communications Specialist, you may be required to work outside of normal working hours to attend public events or meetings or to support organizational initiatives.
As a TTC employee, you will be responsible for promoting a respectful work and service environment that supports diversity, inclusion, and is free from harassment and discrimination. You will help to build an inclusive and accessible work and service environment for all employees and customers and ensure the needs of employees and customers are accommodated in accordance with TTC's commitments and obligations under the Ontario Human Rights Code (OHRC) and Related Orders, the Accessibility for Ontarians with Disabilities Act (AODA), and TTC's policies. You will also be participating in the TTC Customer Ambassador Service Program.
What Skills Do You Bring?

• Plan and organize activities / projects to meet section and organizational goals
• Communicate in a variety of mediums
• Use office technology, software and applications
• Apply analytical skills

What Qualifications Do You Bring?

• Completion of a post-secondary degree/diploma in Communications, Public Relations, Journalism or related field, or the equivalent in relevant work experience, combined with directly related corporate and/or government experience in strategic communications, or a combination of education, training and experience deemed to be equivalent

• Comprehensive understanding of the role of communication principles and practice within an organization

• Excellent knowledge of the communications field including strategic communications planning, behavioral change communications/social marketing and other forms of communications vehicles such as printed materials, social media, video, film, and video

• Exceptional research, writing, editing and presentation skills; sound judgement, sensitivity and discretion; strong communication, interpersonal and facilitation skills, and the ability to establish effective work relationships with internal and external stakeholders and colleagues

• Excellent planning and organizational skills to manage multiple projects and priorities in a timely manner and adapt to changing situations

• Strategic/creative thinking, political sensitivity and the ability to co-ordinate the efforts of others to accomplish objectives

• Well-developed technical skills in Microsoft Office products, combined with applied knowledge of publication/production/ presentation software and new technologies, and digital and social media communications

• Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders including disability accommodation and accessibility requirements pertaining to passengers and employees.

We'd love to hear your story!
Along with your resume, please include a cover letter that tells us why you're excited about this role and how your experience makes you a great fit.
What We Offer

• Commitment to creating a diverse, equitable and inclusive culture that promotes a sense of belonging and represents and reflects the needs of the communities we serve.
• One of the great benefits of being a full-time TTC employee is becoming a member of the TTC defined pension plan.
• A comprehensive package that covers health, dental, vision and more.
• Support for professional development opportunities for all colleagues through a broad range of learning programs that include in-person and online training, leadership development, and support for colleagues' well-being.
• A flexible, hybrid work approach that allows colleagues to find balance between their professional and personal lives and making the most of the benefits of working remotely and purpose-driven in-person collaboration opportunities.

Commitment to EDI
The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQIA+ community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Talent Management at (416) 393-4570 or Jobs@ttc.ca . Any information received related to an accommodation will be addressed confidentially.
General Prohibition in Hiring Process
The TTC is also committed to a fair hiring process based on job related qualifications, merit, and abilities. You are expected to write your own materials and provide your own qualifications and experiences during the hiring process. The TTC will not tolerate the use of artificial intelligence or external resources in any of your submissions or responses, or the disclosure of interview questions to others. By submitting your application, you acknowledge and agree to the following:

• The use of any artificial intelligence (AI) tool including, but not limited to, ChatGPT and Microsoft Copilot, to generate or produce any information or materials to be submitted or any response to any assessment question or any interview question, is prohibited.
• All information and materials you submit, including resume, cover letter, and assessment responses, are your own original work without the use of any AI tool
• During any interview, your response to any interview question is your own without the use or assistance of any AI tool or any person.
• You will not disseminate or disclose to any person any interview question.

Should you breach the prohibition of AI tool use, or information dissemination or disclosure, you will be in violation of TTC's hiring process and TTC may withdraw your application and may prohibit you from participation in the TTC hiring process.
Relatives of TTC Employees
The TTC's policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.
We thank all applicants for their interest but advise only those selected for an interview will be contacted.

Skills Required