Connection Desk Team Lead

The Connection Desk Team Lead oversees the operations of the Connection Desk, the front-line service and administrative support unit at the RRU Langford - John Horgan Campus. As the first point of contact for students, staff, and visitors, this Connection Desk fosters a welcoming environment and offers timely, accurate referrals to campus services.

The Connection Desk Team Lead is the primary administrative contact for partner and tenant institutions in the building in support of their students. They also oversee direct student service for Royal Roads students and provide first level referrals for students from partner and tenant institutions.

Empathy, cultural sensitivity, and discretion are essential, as the Connection Desk Team Lead often supports students facing academic, personal, or financial challenges. With strong customer service skills and attention to detail, they enhance the campus experience and promote student success through timely referrals to supports available at their respective institution. This role also provides first response to student incidents and crises.

Working independently without regular on-site supervision at the RRU Langford - John Horgan Campus, this position also works closely with the Student Commons Team Lead to provide integrated, responsive, student-centred support services at both service points. Connection Desk staff may occasionally be called upon to provide back-up services or other support for the Student Commons and vice versa. They are a key member of the Royal Roads University Student Services team and may also be assigned work for any Royal Roads program or at any campus.
- Job Requirements
- A relevant undergraduate degree and minimum five years of experience working in a customer service or post-secondary environment or a combination of education and experience.
- Demonstrated success with student service delivery in a post-secondary environment.
- Superior interpersonal and communication skills and a strong track record of effective coordination and collaboration internally within the team, and with external stakeholders.
- Experience dealing with difficult situations and people in distress, with proven ability to exercise a high level of judgement, diplomacy, and tact and to respect and maintain confidentiality in sensitive and/or volatile situations.
- Strong working knowledge of RRU programs and services, partner and tenant programs located in the building and services available for their students, and the local community.
- Proven professional approach and commitment to customer service excellence, demonstrating emotional intelligence while fostering positive relationships when communicating with difficult people, understanding when to escalate the situation and/or refer to the appropriate service area for second-level support.
- Strong intercultural competence and understanding of the values of equity, diversity, and inclusion. Demonstrated experience working effectively with people of diverse origins and identities is essential.
- Ability to multi-task and work effectively in a busy and dynamic work environment.
- Competent computer skills, including MS Word, Excel, Outlook, POS

**Competencies**:
Competency

Level

Definition

Learner/Customer Focus

3

Keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas

Decision Quality

3

Knows when to act independently and when to escalate issues. Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions.

Collaboration

2

Finds many ways to add value to the team; probes to draw out richer input from others; is a valued resource who goes out of the way to help others.

Equity, Diversity & Inclusion

2

Grasps the uniqueness of each individual and challenges others who use stereotypes. Seeks out opportunities to learn and put into practice ideas from others with different perspectives, backgrounds, etc.

Drives Vision and Purpose

2

N/A

Instills Trust

2

Consistently adheres to organizational policies and practices, even when they are unpopular or inconvenient. Builds trust by honoring commitments and by being open and honest at work.

Climate Action

TBD
- Additional Information
- This is a regular, full-time position working 37.5 hours per week. This position has been evaluated at MPT-B with a salary range of $69,908 (minimum) to $82,147 (midpoint) to $94,387 (maximum) per annum. Employment offers will normally be made between the minimum and midpoint of the range and are determined by knowledge, experience and internal equity. The University is pleased to offer a comprehensive benefit package. Royal Roads University is strongly committed to fostering diversity within our community. We welcome those who would contribute to the further diversification of our faculty and staff includi