Department: Information & Client Services
Reports To: Director Technology & Client Services
JOB DESCRIPTION
PURPOSE:
Reporting directly to the Director Technology & Client Services, this position will be accountable for customer and communication service delivery throughout the organization while ensuring courteous, accurate, responsive and efficient service delivery for clients contacting the Town of
Tecumseh. The position is responsible for overseeing the day-to-day operations of the Customer
Services division including supervising the front-line staff, managing a call centre operation and service counters as well as management of customer issue escalations. The Manager Customer
Service will also manage and lead key corporate wide communication and promotional projects and provide strategic level advice and support concerning customer service initiatives. This position will also oversee internal and external communication initiatives in coordination with the respective subject matter experts.
KEY RESPONSIBILITIES:
Management & Leadership
- Assist the Director Technology & Client Services establish and operate client services, primarily the design and implementation, monitoring and evaluation of customer service delivery. Also aid in the implementation of corporate and departmental plans and strategies, corporate culture and collaborating on town-wide delivery of services, policies, standard operating procedures and initiatives as it pertains to customer service and communications. Other related project management as assigned;
- Provide leadership to four (4) direct reports to ensure the effective coordination and operation of the customer service system so that it becomes the primary hub for first-call resolution of routine service inquiries. Each position will report to the Manager, Customer Service and be responsible for all customer inquiries with dotted line relationships to subject matter experts in other departments. The role also oversees the communication position responsible for all internal and external communications for the town;
- Manages the planning, development, implementation and maintenance of broad communication activities, public relations and stakeholder interaction activities in collaboration with the Director
Technology & Client Services and the Communications Officer;
- Review and recommendation of new or revised policies for the Department;
- Ensure staff is trained to act appropriately in emergency situations; that documented procedural information is available and that necessary reports and/or follow-up to such incidents is completed;
- Performs other duties as assigned to meet corporate and Department objectives.
Job Description: Manager Customer Service
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Technical
- Implement and administer a Customer Relationship Management system and knowledge base, including assisting with development and implementation of policies and procedures;
- Prepare and execute a business plan related to Customer Service Representatives (CSR);
- Report regularly about results, metrics, key performance indicators trends and issues relating to the lifecycle of service requests;
- Develop, monitor, and make recommendations based on key performance indicators in the delivery of customer service standards for the section and the organization;
- Develop collaborative relationships and work closely with other teams and departments to align the CSR service as a business partner for operational and reputational success;
- Identify customer needs, clarify information, research issues and provide solutions and/or alternatives on behalf of management. Research and apply a wide variety of service and program guidelines to resolve concerns;
- Act as a customer advocate to expedite issues regarding quality, service delivery and responsiveness. Provide support, guidance and make recommendations to management to ensure escalated complaints are resolved;
- Monitor various communication channels for urgent matters and liaise with departments to expedite resolution including notifying staff by phone or over the two-way radio. Document, track and follow up as required;
- Monitor, audit and log submitted service requests and inbound calls received through various communication channels and conduct investigations to coordinate the resolution ensuring adherence to policy and customer service standards;
- Make recommendations to management for corrective action and/or remedial plans to address deficiencies in service delivery;
- Prepare written reports, briefs and other communications for internal and external audiences.
- Manage applications, research information, review, and process various licenses, registrations, and permits, including the determination of eligibility;
- Oversees in coordination with other departments the collection, balancing and processing of payments and transactions, along with processing and issuing permits;
- Drive the ongoing development of a customer service culture across the organization, supported by effective policy and process frameworks and responsive customer service systems;
- Provide strong, dynamic leadership that mentors, develops, and guides team members and other CSR employees to provide excellent customer service;
- Stay abreast of trends in customer service, call centre and CSR operations to lead sectional, divisional, and organizational change as it relates to those areas;
- Responsible for ensuring operational flexibility in order to respond to both low and peak periods of activity in order to ensure quality customer service;
- Responsible for conflict resolution as related to customer service provided by various departments;
- Participate in the identification of and change process for new technologies that will move forward the Division’s and the organization’s objectives as it relates to customer service;
- Liaise with senior managers, staff and external organizations and partners to further the objectives of the department and of the organization;
- Provide support and advice to the Director Technology & Client Services on the direction, development, planning, integration and alignment of the Division’s strategic, business improvement and change management initiatives;
- Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers;
- Lead and/or direct specific customer research programs, dialogue and other forms of
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engagement to understand key concerns and issues and inform review and enhancement of customer services and service delivery models;
- Monitor, coordinate, audit and analyze reports and data from different sources and advise of trends, issues and recommendations related to customer service and communications;
- Build and maintain good relationships and effective communications with business unit clients and consult with management on a regular basis regarding issues impacting customer service;
- Provide functional support to the Communications Officer position who prepares all internal and external communications for the Town, serving all departments and including the preparation of statements, media releases, media conferences and speeches for Mayor and Council;
- Perform other related duties as required.
Human Resources
- Provides oversight and direction to the employees in the customer service unit in accordance with the organization’s policies and procedures;
- Promotes effective employee relations by encouraging increased engagement, integration and productivity as well as promoting and managing employee professional development;
- Designs and implements a customer service plan and protocols, consistent with the Town’s customer service policy and trains/coaches staff on these regularly; evaluates effectiveness and takes corrective actions as needed as it relates to customer service excellence;
- Responsible for ensuring that the department maintains adherence to the respective collective agreement. This could include assisting People & Culture with labour relations matters as required and by conducting research, documenting and tracking related information;
- Ensure staff follow approved health and safety policies and procedures to conduct work in a safe manner and environment.
Financial Resources
- Monitor the results of operations compared to the budget on a quarterly basis for variances and makes adjustments where appropriate; ensuring all funds are spent in an efficient manner and ensuring compliance with budget control procedures established by the Director Financial
Services & Chief Financial Officer [CFO];
- Responsible for the Town policies and procedures as set out in the Purchasing By-Law as related to Customer Service and Communications;
- Review annual service provider contracts, ensuring they are in accordance with the terms of agreement including monitor of after-hours contract budget by reviewing expenditures throughout the year;
- Assist in the preparation of the draft operating budget by providing information and making recommendations for improvements for approval by the Director Technology & Client Services.
CONTACTS:
- Establishes and maintains working relations with Senior Management Team, Members of
Council, Managers, all employees and colleagues;
- Develop and maintain a contact network with professionals in the field and counterparts in other municipalities; collaborates on investigation of the feasibility of shared services and cooperative purchasing with neighbouring municipalities and/or related public sector organizations;
- Network and collaborate with colleagues through professional associations to stay abreast of new regulations, best practices and other municipally relevant issues.
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WORKING CONDITIONS:
- Usual hours of work are based on a 35 hour, 8:30 am to 4:30 pm, Monday to Friday;
- Required to work beyond or outside normal work hours to attend Council meetings as requested, other meetings held in the evening and/or weekend and to cope with deadlines, peak periods and unexpected situations that may arise;
- Works within an office environment.
SKILLS & QUALIFICIATIONS:
Skills and Qualifications
- Strong communication (written, oral, report writing, presentations, electronic, web based social) and public relations skills and the ability to exercise these with tact and discretion; French verbal skills highly desirable;
- Leadership and supervisory skills to coach, team build, manage and develop staff to achieve high levels of performance;
- High level of political acumen and corporate diplomacy;
- Ability to problem solve and relay department policy to users/customers;
- Effective interpersonal, customer service and problem-solving skills with the ability to deal effectively with staff, other departments/levels of government, community groups/organizations, program participants, facility users, and the general public;
- Ability to mitigate and de-escalate contentious client issues as they arise;
- Strong organization skills to effectively complete/deliver and prioritize assigned tasks and responsibilities within established timelines; in a fast paced, high volume and multidisciplinary environment;
- Understand and effectively communicate the needs of customers including a demonstrated understanding of community needs for municipal services.
Qualifications
- Post-secondary degree in Public Administration, Business Administration, Business
Communication, Communication Studies or related field;
- Extensive management experience operating within a complex service environment with minimal direction, while balancing political, community and other stakeholder interests;
- A minimum four (4) years experience in the delivery of customer service (call centre – in person or by phone; processing various licenses, registrations, permits etc.) preferably in a unionized municipal or other government environment; An additional two (2) years supervisory experience in a municipal and/or customer services environment;
- Has experience leading communications initiatives on behalf of subject matter experts;
- Sound knowledge and understanding of municipal government structure, functions, services, programs, polices and procedures especially related to Customer service;
- Demonstrated knowledge of current and emerging customer service trends, practices and principles including call centre technologies and protocols;
- Thorough working knowledge and demonstrated proficiency with computer software programs
(ie. Customer Relations Managed System, MS Office Suite, Issue Tracking Software andReporting);
- Demonstrated understanding of issues related to maintaining privacy and confidentiality of information;
- Working knowledge of collective agreement and applicable legislation including Occupational
Health & Safety Act, Employment Standards Act, Accessible Ontarians with Disabilities Act(AODA), etc;
- Hold a Class “G” Driver’s License in good standing.
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COMPENSATION:
- $99,633 – $116,556 [2022] per year, depending on expertise and experience, in accordance with the Town’s salary grid;
- Comprehensive benefits package including vacation and sick leave allowance;
- This is a non-union position and is subject to an Employment Contract.
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Job Type: Full-time
Salary: $99,633.00-$116,556.00 per year
Schedule:
Ability to commute/relocate:
- Tecumseh, ON: reliably commute or plan to relocate before starting work (required)
Work Location: One location
Application deadline: 2022-10-14
