Job Id #31165: Supervisor, Tenant Resolutions

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason
- ** Job** ID #31165 - Supervisor, Tenant Resolutions**:

- **Union**: Non Union
- **Job Description ID #: XXXX**:
**Internal applicants from CityHousing Hamilton will be given first consideration.**
- External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.

CityHousing Hamilton, the third largest social housing provider in the Province of Ontario, provides affordable rental housing for the citizens of Hamilton. In support of CityHousing Hamilton’s mission statement which is: “We provide affordable housing that is safe, well-maintained, cost effective and supports the diverse needs of our many communities.”

Reporting to the Manager, Strategy & Quality Improvement, the Supervisor, Tenant Resolutions is responsible for providing a high-quality tenant experience by ensuring tenant services are provided consistently in a timely manner and issues are appropriately resolved.

The Supervisor leverages the experience and advice of the Equity Specialist to ensure service and resolutions are conducted through a lens of diversity, equity, inclusion, and accessibility. Leveraging the experience and advice of the Strategy & Quality Improvement team, the Supervisor maintains records to generate data to drive systemic improvements to policies and procedures impacting the overall tenant experience.

**GENERAL DUTIES**
- Develops, maintains, and recommends changes to ensure an ongoing and relevant customer service framework at CityHousing Hamilton which provides transparent, fair, and equitable standards for addressing and resolving tenant requests.
- Acts as a primary contact to inform and escalate problem situations to the Manager, Strategy & Quality Improvement as necessary.
- Responds to escalated inquiries, feedback and complaints from both tenants and external stakeholders by researching situation and preparing timely response appropriate to the values of CHH. Provides exceptional customer service.
- Coordinates responses from multiple staff across the organization required to deal effectively in mitigating or resolving tenant complaints and issues.
- Develops quality standards, in line with CHH values and principles and monitors staff interactions with tenants and external stakeholders to ensure standards are being met. Implements and ensures compliance with a Tenants First approach to ensure the highest level of customer satisfaction.
- Develops, promotes, and ensures a culture of customer service excellence on their immediate team and works with staff from across the organization to promote an environment in which a high-quality tenant experience is the focus of work.
- Provides direction, leadership and coordination of teamwork; motivates and encourages staff to achieve high levels of performance and productivity. Fosters a work environment which supports customer service, innovation and quality of service.
- Offers opportunities to facilitate employee growth and development. Responsible for the hiring, orientation, training coordination, scheduling, attendance management, discipline and performance evaluations of employees. Coaches staff through support and guidance for staff development as required.
- Oversees inventory, use of technology and assists in other IT related matters within the team.
- Appears at the Landlord Tenant Board as a representative of the CHH, as required.
- Prepares regular reports to the Board of Directors with data on complaints, resolution metrics and trends together with recommendations to improve operational activities as they relate to customer services standards.
- Participates on departmental projects to review, revise, and initiate policies/procedures to meet the changing and diverse needs of tenants.
- Deals appropriately with confidential complaints and matters related to staff and tenants and demonstrates ability to navigate.
- Maintains up to date knowledge of current techniques, trends and developments affecting all areas of supervisory responsibility and operational requirements.
- Forecasts work plans and budgets, prepares business cases, proposals, written reports, and presentations for Manager.
- Liaises with the public, elected officials, consultants, stakeholders, and other levels of government and regulatory bodies on issues relating to the direct responsibilities of this position.
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