Customer Services Manager

5 months ago

Kawartha Lakes, Canada City of Kawartha Lakes Full time

**Job Brief**:
This position is responsible for managing operations of the corporate call center and four municipal service centers for delivery and promotion of a wide variety of services including response and tracking of citizen issues and concerns.
- Employment Status:
**Permanent Full time**
- Union:
**NON-UNION**
- Open To:
**Internal/External Applicant(s)**
- Closing Date:
**10/06/24**
- Duration (if temporary):
**N/A**

**Customer Services Manager**

**Community Services, City of Kawartha Lakes**

The City of Kawartha Lakes is located on the Trent Severn Waterway in central Ontario, and offers a unique mix of urban, rural and waterfront living to its growing population of 75,000. The City is a progressive, forward-thinking community with a positive business environment and a thriving artistic community. Recognized as a prime tourist area for its year-round leisure opportunities, Kawartha Lakes is rich in culture and heritage, a strong agricultural community, and abundant in all the amenities being sought by residents and visitors alike.

The Community Services department is seeking a permanent full time Customer Services Manager to join our dynamic team. Under the direction of the Director of Community Services, this position is responsible for managing operations of the corporate call center and four municipal service centers for delivery and promotion of a wide variety of services including response and tracking of citizen issues and concerns.

**Essential Duties**
- Oversight of team members who provide a range of municipal services to members of the public including but not limited to:

- Library services at co-located facilities
- Commissioning of Oaths and Affidavit Services
- Vital Statistics (Marriage and Burial Licensing)
- Issuance of various permits/licenses (dog licenses, fire permits etc.)
- Assistance with completion of various department forms
- Municipal tax and utility account inquiries and payments
- Sale of municipal merchandise
- Response to general inquiries about services
- Oversight of the team and processes which provide administration procedures to a number of departments including Parking Ticket Administration; cash management including cash receipting bank deposits, reconciliation reports, merchandise inventory
- Troubleshoot and resolve software issues in cooperation with Information Technology staff; addressing concerns, testing enhancements / upgrades, recommending improvements
- Research and respond to a variety of requests from the public when an issue has remained unresolved and/or has escalated to the manager response level
- Liaise with other departments to ensure effective and consistent service delivery relative to all department policies and procedures, changing conditions, demands and regulations
- Write reports affecting areas of customer service or new initiatives as requested by Council or the Director
- Implement, review, audit and update, as required, the City’s Customer Service Standard, and develop ongoing communications and training for awareness
- Develop and implement continuous improvement plans to improve service and lower corporate costs
- Monitor and measure service quality and customer satisfaction by developing methods and tools for collection of statistical information and customer surveying
- Act as municipal liaison for the after-hours communication service provider
- Act as Public Inquiry Centre Supervisor for Emergency Operations Control Centre (establish staff and equipment resources to operate the Public Inquiry Centre during municipal emergency events)
- Prepare, administer, and monitor the operating budget for area of responsibility
- Promote and ensure compliance with safe work practices in keeping with the Occupational Health & Safety Act, corporate policy, procedures and applicable legislation
- Develop and communicate performance outcomes to staff, provide constructive feedback and adequate resources to support achievement
- Train staff on organizational policies, directives and procedures; ensure compliance
- Responsible for the hiring, discipline, dismissal, performance management and training of staff, in consultation with the Director and Human Resources
- Administer the terms of the applicable Collective Agreements, in collaboration with Human Resources
- Perform other related duties as assigned

**Skills and Education Required**
- Post-secondary degree in Municipal or Public Administration, Business Administration or a related field
- Minimum 5 years of related progressive experience, preferably in a multi-service municipal environment
- Completion of the Municipal Administration Program offered through an accredited College or the Association of Municipal Managers Clerks and Treasurers of Ontario (AMCTO), with certification as a Certified Municipal Officer (CMO)
- Supervisory experience in a unionized environment
- Thorough knowledge and understanding of municipal legislation and regulations, policies, procedures, and by-la

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