Manager, Customer Service
(Job # 2023-005-IE)

Department: Leisure and Community Services
Status: Full Time, Permanent
Date Posted: January 16, 2023
Date Closing: January 27, 2023, 4:30 p.m.
Number of Positions: 1
Scheduled Hours/Shifts: 37.5 hours per week
Salary: $111,599.27 - $136,777.58 per year

Position Purpose:

The Manager, Customer Service is responsible for the development, oversight and ongoing improvement of customer experience strategies to provide consistent and extraordinary customer service to the residents of the Town of

Whitchurch-Stouffville. The Manager, Customer Service is also responsible for collaborating with the Senior Management

Team in order lead the Town's centralized customer service strategy, including the development and implementation of policies and procedures to support and promote continuous improvement and service excellence across the organization.

In addition, this position is required to oversee, and coordinate customer services accessed by the public, integrate delivery of services throughout the various channels and for all departments across the organization. This role will focus on putting the customers’ needs first by providing an exceptional customer experience. The Manager, Customer Service uses customer service-related system data and trends to identify issues and gaps related to customer-centric service delivery and works closely with all departments to develop appropriate messaging to external customers. This position will research and introduce best practice customer experience ideas, systems and processes.

Qualifications:

• University/College diploma in Public Administration, Business Administration, Business Communication, or related field
• Four years of demonstrated managerial experience in a customer service environment; preferably in a municipal environment
• Specialized customer service delivery/training skills and certifications such as Customer Service Specialist (CSS) and Customer Service Professional (CSP) considered an asset
• Excellent knowledge of municipal information system, call centre operations and service request management
• Strong business/financial transaction systems and skills
• Demonstrated knowledge of current and emerging customer service trends, practices and principles.
• Demonstrated experience coaching, team building, managing and developing staff to achieve high levels of performance.
• Experience with policy and program development and implementation.

How to apply:

Please visit townofws.ca/careers to apply by January 27, 2023 at 4:30 p.m., identifying Job # 2023-005-IE.

Committed to diversity and a barrier-free environment: Whitchurch-Stouffville is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process and as we grow, it’s important that our workforce reflect the citizens we serve. At the Town, we respect, encourage, and celebrate our diversity. If contacted for an employment opportunity, please advise if you require accommodation.

As a result of the COVID-19 pandemic and in support of the Town’s commitment to a healthy and safe workplace, the Town has a vaccination requirement for all employees. Successful candidates will be made an offer of employment on the condition of being fully vaccinated against COVID-19. Fully vaccinated is defined as having received all of the required doses of a Health Canada approved vaccine 14 days prior to your start date.

Successful candidates will be asked to provide proof of full vaccination. In the event that that a candidate is unable to be vaccinated as a result of a ground protected by applicable provincial human rights legislation, the Candidate may submit a written explanation of the ground and any supporting documentation to determine if they are exempt from this requirement.

We thank all applicants for their interest in this position, however, only those applicants selected for an interview will be contacted.

Job Types: Full-time, Permanent

Salary: $111,599.27-$136,777.58 per year

Schedule:

• Day shift
• Monday to Friday

Work Location: One location

Application deadline: 2023-01-27

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