Manager, Customer Service

**Position Overview**:
Reporting to the Director of External Relations, the Customer Service Manager will ensure exemplary customer service is provided to the citizens of Saint John and general public by ensuring the effective and efficient operations of the Integrated Customer Service Centre (ICSC) which represents the entire organization as the first point of contact for municipal services. The ICSC includes the City Hall front desk, customer contact center and the 24/7 customer service team. The Manager is responsible for leading and guiding the ongoing evolution of the integrated customer service approach and initiatives across the organization.

**Key Responsibilities**:
Manage the daily operations of the ICSC and front-facing team to provide best in class customer service experience to citizens and customers by:

- Acting as a champion for customer service excellence across the entire organization and leading transformational change.
- Coordination and collaboration with all service areas across the organization to ensure accurate information is provided to customers regarding municipal services and service requests.
- Resolving complex escalation situations with customers in various mediums; via telephone, in person and online.
- Maintaining the ICSC Budget, ensuring fiscal responsibility and value for investment.
- Developing performance measures to monitor activity and the overall operations of the Contact Centre and coordinate work and establish priorities.
- Monitoring and reporting service levels within the customer contact centre and service level agreements with all service areas throughout the organization.

Provide strategic customer service direction for the entire organization by:

- Leading strategic planning sessions to evaluate opportunities for the ICSC to improve systems and processes in terms of efficiency, effectiveness, service level and cost savings.
- Contribute to strategic planning sessions to support service areas in evaluating opportunities for to improve systems and processes in terms of efficiency, effectiveness, service level and cost savings.
- Operationalizing the strategic plans, goals and objectives to guide and direct all phases of the ICSC operations.
- Drafting business plans and cost-benefit analysis for enhanced technology solutions to facilitate the digital transformation of the ICSC operations.
- Researching, extracting, evaluating and analyzing data from the CRM and knowledge base to support process improvements, training initiatives, performance measures and quality assurance of the ICSC and operating departments.
- Providing weekly operational improvement recommendations and ICSC updates to the Senior Leadership Management Team, in addition to updates to Common Council as required.
- Addressing customer service training issues across the organization and implement training solutions and best practices to improve.

Ensure staff responsible for operational functions within the ICSC are ready, willing and able to meet or exceed customer service performance expectations by:

- Modelling organizational values and customer service excellence.
- Actively participating in the recruitment and selection of highly competent and motivated staff members.
- Clearly communicating to all staff members their responsibilities and functions, ensuring they understand the importance of their role to overall organizational goals and objectives.
- Communicating clear performance standards and expectations, including coaching and mentorship opportunities.
- Managing quality and consistency of employee training and development, including refresher training, adoption of new technology, improved processes and procedures.
- Planning and organizing tasks, establishing work procedures and assigning employees to work schedules.
- Assigning tasks to staff and coaching or providing training to staff members and evaluating performance, attendance and other relevant factors to ensure standards are met or exceeded.
- Creating a safe, quality, motivating work environment that encourages self-assessment, continuous learning and improvement, achievement and accountability.
- Resolving issues sensitively, confidently, effectively and in accordance with organization employee relation practices.

**Act as a valuable member of the ICSC team by**:

- Managing various projects and initiatives within the scope of the ICSC.
- Performing additional tasks that may be required for the efficient operations of the ICSC.
- Supporting the Business Advisor responsibilities as required.

**Essential Competencies**:

- Demonstrated leadership capabilities with the ability to motivate, lead, coach, mentor and support staff in a front-facing service environment.
- Strong interpersonal skills and ability to professionally resolve conflict and difficult customer situations in a public facing environment.
- Significant and proven change management experience with the ability to motivate various stakeholders to support t