Public Works Operations Coordinator

4 weeks ago

Kingston, Canada City of Kingston Full time

**Opening Statement**

We acknowledge that the City of Kingston is situated on traditional Anishinabek (Ah
- nish-in-ah-bay), Haudenosaunee (Ho-den-o-show-nee) and Huron-Wendat (huron-wen-dat) territory and is the home of many Indigenous peoples. We are grateful to reside and work on this land.

Kingston is a smart, livable city in the heart of eastern Ontario. Its stable and diversified economy includes global corporations, innovative start-ups and all levels of government. Kingstonians enjoy a high quality of life with access to world-class education and research institutions, advanced healthcare facilities, affordable living and vibrant entertainment and tourism activities.

**Position Summary**

**Note: This is a temporary position covering full-time hours for up to 18 months**

The Public Works Operations Coordinator is responsible for the leadership and management of initiatives as it relates to Roads, Parks and Forestry activities. This individual will manage, track and coordinate service requests from the public and members of council. The Operations Coordinator will the lead the development and updating of departmental maintenance plans and projects. The position will ensure data is updated in the Customer Relationship Management (CRM) system to maintain current operational plans and support targeted service levels. The Operations Coordinator will track the progress and completion of service requests to provide timely communication with customers and follow up to ensure service delivery.

This position will also work closely with the Communications & Customer Experience department to develop proactive messaging around Public Works services and make recommendations to communicate and update information provided to the public.

The Operations Coordinator will lead, research, develop and implement projects and programs stemming from corporate strategic plans, along with policy and Bylaw changes related to the department. This individual will work in conjunction with various City departments to support activities and frontline service initiatives provided by Public Works

KEY DUTIES AND RESPONSIBILITIES

Investigate, manage, track and coordinate service requests related to both Public Works and Transportation Services and participate in departmental work plans for a variety of municipal operational services

Provide direction and guidance to supervisors and field resources

Track the progress and completion of service requests in order to provide timely communication with customers

Identify, interpret, and provide recommendations to support efficient processes and solutions from customer service data and reporting

Provide service request data to Director/Managers/Supervisors and support efficiency in work plan improvements

Communicate planned departmental operational activities and information clearly and concisely to individuals and/or groups to educate and promote Public Works operations

Develop and plan content for the Communications team to support various methods of communication such as the website, social media etc. as it relates to seasonal and operational messages

Interact with the public, respond to service inquiries, elected officials, committee members, staff, and other City departments

Address concerns and inquires and communicate updates and resolutions to the customer

Support activities and frontline service initiatives provided by Public Works

Research, develop and implement projects and programs stemming from corporate strategic plans, along with policy and Bylaw changes related to the department

This individual will work in conjunction with various City departments

Lead and manage projects associated to operational activities and requirements

Provide recommendations to assist in departmental efficiencies utilizing technology-based solutions

Develop methods to track the progress and completion of action items in the Customer Relations system and department maintenance plans

Other duties as assigned

**Qualifications, Competencies**

3 year diploma in Business Administration or a related field

3 years customer service, investigating and resolving concerns, planning and organizing work

Municipal or Public Works experience, an asset

**Skills, Abilities, Work Demands**

Excellent customer service and interpersonal skills, including the ability to establish good working relationships with a variety of internal and external clients and the public

Proficient skills in MS Office, Intermediate level of Excel

Advanced skills in MS Office, an asset

Oracle CRM would be an asset

Knowledge of Municipal Act, City By-laws and technical specifications, an asset

Programs such as Cartegraph and/or Esri’s suite of products, an asset

AVL knowledge and experience, an asset

Demonstrated conflict resolution and de-escalation skills

Strong organizational skills with the ability to prioritize work and meet timelines in a demanding environment

Skilled in GIS

High level of understandin

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