Customer Service Manager

7 days ago

Golden Horseshoe, Canada Seneca Polytechnic Full time
About the Role

We are seeking a highly skilled and experienced professional to lead our Enrolment and Customer Support team at Seneca Polytechnic. As a key member of our senior leadership team, you will be responsible for developing and implementing strategies to enhance the student experience and drive service excellence.

Key Responsibilities
  • Leadership and Strategy
    • Collaborate with internal stakeholders to develop an integrated customer service model that aligns with our service excellence and student programming standards.
    • Develop a collaborative approach for promotional materials and maintain strong relationships with staff to support projects.
    • Evaluate customer service strategies, prepare reports, communications, and presentations, and manage customer service activities to suggest improvements to products or services.
    • Collaborate with the institution's Marketing and Communications team on communication, social media, and marketing related to customer service.
  • Planning and Development
    • Foster a culture of service excellence in student services and improve overall satisfaction.
    • Collaborate with Leadership to implement training and assess customer service effectiveness.
    • Solicit and utilize feedback from staff and students to identify opportunities to streamline processes and address service gaps, ensuring compliance with Seneca's policies, procedures, and legislative requirements.
  • Collaboration and Engagement
    • Collaborate and maintain a robust and inclusive network of community contacts to share information and foster a culture of mutual benefit.
    • Act as the primary point of contact for the department and ensure effective communication with stakeholders, identifying shared goals and ensuring positive outcomes.
  • Development of New Initiatives
    • Lead and oversee the planning and execution of new initiatives and monitor and evaluate the effectiveness of efforts using data-driven insights to refine programs and services.
    • Maintain current social and academic trends affecting student services/supports and Seneca service standards.
    • Conduct research on customer service programs, technologies, and best practices to inform new initiatives and develop high-quality services and resources for students.
  • Resource Management
    • Establish customer service objectives and work plans, delegating assignments to subordinate employees.
    • Identify and lead opportunities to enhance employee productivity and operational processes, tools, and services.
    • Provide constructive input to departmental leaders for policies/procedures, policy proposals, and strategies to improve operational efficiencies.
    • Oversee department budgets, including ongoing reporting and annual creation.
    Requirements
    • 5+ years of experience in Customer Service, Student Services, or a relevant area. Previous experience in a Registrar Office is an asset.
    • Post-Secondary Diploma or Degree in Business Administration, Communications, Education, or any other related field; or an equivalent combination of training and experience.
    What We Offer

As a valued member of our team, you will have the opportunity to work in a dynamic and innovative environment that values employee growth and development. We offer a competitive salary and benefits package, as well as opportunities for professional development and career advancement.

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