Customer Service

**Regular/Temporary**
- Regular

**Job Title**
- Customer Service & Process Manager

**Job ID**
- 69915

**Location**
- Central Campus

**Open Date**
- 06/13/2025

**Job Type**
- Continuing

**Close Date**
- 06/26/2025

**Employee Group**
- TMG

**Favorite Job**

**Department**
- Maintenance Services

**Salary Grade/Band**
- Band J

**Salary Range**
- $68758.00 - $103137.00 (annual)

**Hours per Week**
- 35

At McMaster University, our people are our most valuable asset. We strive to attract, develop, and retain talented faculty and staff, and to foster inclusive excellence which values the strengths, perspectives, and contributions of each individual. McMaster’s profile and stature have evolved to one of the Top 70 Universities in the World and we are recognized as Canada’s Most Research-Intensive University. McMaster is also recognized as one of the top employers in the Hamilton/Niagara region and has been recognized as one of Canada’s Top Diversity employers for the past 6 years.

The Facility Services department supports the academic mission of McMaster, its cutting-edge research, and world-class teaching and learning. Our team does this by developing innovative spaces to study, research, and work and by keeping our campus safe, clean, well-maintained, and beautiful. Our team of approximately 400 does this essential work both on our campus, which includes 55 buildings on 300 acres, also on our multiple off-site locations, which include 11 buildings.

**JOB SUMMARY**

Reporting to the Director, Maintenance Services, the Customer Service and Process Manager is responsible for managing the Facility Services Customer Service Centre. The Customer Services Centre provides support and direction to campus clients on service and maintenance inquiries through timely and informed responses. The Manager oversees all functions of the Centre including management of staff; prioritization of all departmental work requests (aprx. 20,000 annually); associated billing and financial processing of charges; communications to ensure timely customer service and information to the campus community; and tracking, compiling and analyzing data to facilitate informed decision making.

The Manager is responsible for payroll for the team of more than 300 workers within Facility Services.

The Manager is responsible for managing, monitoring compliance and ensuring accurate records for several health and safety programs for the department. Included in accurate record keeping, the Manager is ultimately responsible for completing the annual Association of Physical Plant Administrators (APPA) Facility Services benchmarking survey and the UNIFORUM benchmarking initiative on behalf of the Department

**Accountabilities**

Manage the prioritization of all departmental Work Requests including internal work generated by Facility Services, but also customer requested services and renovations, and all key requests. This includes managing the Facility Services Customer Service Centre, implementing the process for work prioritization, training staff on the process, providing front line service to customer requests and maintaining records of work requests.

Manage the associated billing and financial processing of charges to work orders for accurate recording for both Facility Services and the campus community is also part of this job function.

Manage a team of three full-time UNIFOR Unit 1 staff including all hire/fire/discipline matters and ensuring productivity of the functions associated with the Customer Service Centre.

Manage and supervise the completion of the bi-weekly pay cycle for Facility Services including time entry for more than 300 hourly workers and the associated financial billing for cost allocation and recovery

Manage departmental training programs and all associated training records. Ensure compliance with applicable legislative requirements and accuracy of records.

Provide training to Directors, front line supervisors, hourly, casual and student employees in areas including SOPs, administrative processes, etc.

Develop and manage departmental documentation, including but not limited to, Standard Operating Procedures (SOP’s), Forms, Fall Protection Plans, etc. Must initiate, author, issue, revise, file, maintain, and archive these documents on a regular basis.

Manage departmental records (author, issue, revise, file, maintain, archive) including in house and contractors. Provide statistical analysis on departmental data to facilitate informed decision making.

Gather data and coordinate the completion of the annual submission for APPA and UNIFORUM benchmarking initiatives.

Support the University’s Health & Safety Programs under the Risk Management Manual, for Facility Services employees. Create training plans, keep records of training compliance and deliver training programs to Facility Services employees. In conjunction with front line supervisors, through the development of the Facility Services training program, safety