Supervisor, Taxation Customer Service

3 weeks ago

Edmonton, Canada City of Edmonton Full time

**Supervisor, Taxation Customer Service**

**Job Number***:
**46179**

The Assessment and Taxation Branch (A&T) plays a very important role in Edmonton’s financial stability providing in excess of 55% of the annual operating revenue required to fund the services our citizens rely upon.

Reporting to the Manager, Tax Revenue and Reporting, the Supervisor, Taxation Customer Service plays an integral role in supporting corporate outcomes by providing supervision and guidance to the Tax Service team, consisting of eight (8) Service Advisors.

With a focus on the City of Edmonton’s Cultural Commitments to Safe, Helpful, Accountable, Integrated and Excellent, you will:

- Manage and develop the Taxation Customer Service team to ensure effective delivery of assessment and taxation information services that are compliant with the Municipal Government Act, FOIP, City of Edmonton policies and procedures, municipal bylaws, and best practices
- Plan work methods and supervise a highly specialized team engaged in performing complex tasks; advise staff on new or revised taxation related procedures or programs
- Provide direction to staff to enable the implementation of strategies, processes and solutions supporting quality customer service
- Handle escalated inquiries and liaise with additional internal and external stakeholders as required
- Interpret and explain complex legislative requirements and branch policies and procedures to taxpayers in a manner that is easy to understand
- Review resource utilization allocations and implement changes to meet ongoing/changing workload demands and work with other team leads within the section to address resourcing requirements
- Establish team objectives and priorities with consideration for peak periods and critical branch timelines
- Continually review and evaluate procedures and performance measures for tasks completed by the team, including benchmarks and standards for service delivery
- Oversee the timely processing of assessment and taxation mail received at the Edmonton Service Centre
- Have knowledge on a variety of programs administered both within and outside of the A&T branch in order to make recommendations on qualifications. New programs are frequently initiated city-wide and this position will be involved in advising on initiation, implementation and administration
- Additional related duties as required

**Qualifications**:

- University graduation in Business Administration or a related discipline (commerce, finance/accounting)
- A minimum of two (2) years’ directly related supervisory experience is required including experience leading operational process improvements and direct supervision within a property tax related or other public service environment
- Experience with the TACS system, property taxation / Municipal Government Act and financial acumen would be assets
- Knowledge of customer service best practices and leadership of teams in a call center or service oriented environment
- Comprehensive knowledge of provincial legislation, municipal bylaws, and policies/procedures pertaining to assessment and taxation
- Knowledge of financial reporting standards, generally accepted accounting principles, and financial and auditing controls is an asset
- Ability to effectively communicate the above noted complex concepts, both verbally and in writing, to staff, the public, and internal and external stakeholders in a manner that is easily understood
- Proficiency utilizing various software and spreadsheet programs such as Google Workspace (Gmail, Docs, Sheets, Chat)
- Knowledge and ability to effectively analyze problems, make decisions and communicate those decisions effectively
- Ability to prioritize tasks and make sound business decisions while working under pressure in a fast-paced, high volume work environment
- Knowledge of project management and process improvement methodologies and best practices
- Excellent verbal and written communication skills with the capability of developing a wide range of written documents, ranging from reports to management recommendations to responses to Council inquiries
- Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position. There may be a cost associated with this requirement
- Demonstrate alignment with the Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, fostering an environment for others to do the same. For more information on the City’s Cultural Commitments, please visit edmonton.ca/our-culture
- Demonstrate the foundational competencies, key behaviors and attributes of the City’s six leadership competencies: Courage, Inclusivity, Values-Based Influencer, Collaborative Networker, Systems Thinker and Creative Innovator. For more information on the City’s leadership competencies, please visit edmonton.ca/our-culture
- Applicants may be tested

**_Up to 1 permanent full-time position_

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