Supervisor Customer Experience Toronto Building

2 weeks ago

Toronto, Canada City of Toronto Full time

**Job ID**: 44047

**Job Category**:Customer Service

**Division & Section**:Toronto Building, Customer Experience Toronto Building

**Work Location**:Various, please see below

**Job Type & Duration**:Full-Time, Permanent Vacancies

**Salary**:$101,900 - $131,222.00, TM5308 and Wage Grade 7.0

**Shift Information**: Monday to Friday, 35 hours per week

**Affiliation**: Non-Union

**Number of Positions Open**: 5

**Posting Period**: 30-Jan-2024 to 20-Feb-2024

**Location Information**:Vacancies are anticipated at various locations across the City of Toronto, including:

- North York Civic Centre, 5100 Yonge Street
- Scarborough Civic Centre, 150 Borough Drive
- Etobicoke Civic Centre, 2 Civic Centre Court
- City Hall, 100 Queen Street West

**Toronto Building** has a bold ambition to become a modern, client centric regulator that helps the City achieve its strategic objectives through partnership, innovation and regulatory excellence. As Canada’s largest municipal building regulator, the Division is critical to Toronto’s success and prosperity. Its core services — issuing building permits and inspecting construction — ensure that Toronto’s built environment is safe, accessible, and sustainable. These services also play a critical role in delivering many of Toronto’s city-building priorities, including affordable housing.

**Leadership and Team Management**

Demonstrating your strong leadership skills, you will provide expert technical guidance, and employ effective problem-solving strategies to team members by addressing escalated issues from both staff and the public. Your primary focus is to ensure compliance with the Ontario Building Code Act, the Ontario Building Code, and other relevant laws in alignment with Divisional goals and objectives. Make sure to investigate complaints dealing with conduct or decisions of the staff and take appropriate action when necessary.

**Training and Development**

Effective supervision, motivation, and training of assigned staff are essential for effective teamwork, maintaining high standards of work quality and organizational performance, promoting continuous learning, and encouraging innovation among team members. Seize opportunities to coach and empower your section staff, encouraging them to take accountability for their performance and promote individual effectiveness.

Guide your team to deliver consistent service by training staff and actively participating in the development of training programs tailored to the learning goals and objectives of the Division and Section.

**Customer Experience**

Guide your staff in interpreting applicable legislation and policies. Ensure that operating procedures are current and effective to enable staff to provide accurate, consistent advice to clients and the public.

**Quality Assurance**

Ensure that the teams key performance indicators are met by utilizing management reports to measure and analyze results and make recommendations for improvement to the Manager.
***

Verify the accurate collection, reconciliation, and tracking of the Division's fee revenue, including fees for other divisions and agencies. Adhere to policies, guidelines, and the Ontario Building Code, making adjustments or corrections as needed.

**Expert Insights**

You will oversee the review of complex fee, revenue and accounting matters and recommend system enhancements to improve the integrity of financial information, while ensuring effective internal controls are in place.

You will monitor the receipt, processing and issuance of building permits, and conduct research on best practices, process improvements and technological developments within the assigned area.

**Key Qualifications**:

- Post-secondary education in a professional discipline pertinent to the job function combined with relevant experience or the equivalent combination of education and experience.
- Experience leading, coaching, training and/or mentoring staff, preferably in a unionized environment.
- Experience guiding teams to achieve key performance metrics to meet program standards and legislative requirements.
- Considerable experience providing exceptional customer service in a regulatory environment, addressing partner and stakeholder inquiries, ensuring compliance and deadlines are met.
- Qualified or in the process of obtaining qualification, or able to complete and achieve qualification as a Supervisor, Customer Experience as required and administered by the Ministry of Municipal Affairs and Housing in accordance with the Ontario Building Code Act.
- Knowledge and understanding of building construction, the Ontario Building Code Act, the Ontario Building Code, Zoning By-Laws and/or other municipal codes, by-laws or other laws relating to the construction industry.
- Strong ability to establish effective customer service excellence in a service-oriented environment.
- Ability to maintain effective working relationships with community groups, stakeholders, elected of

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