Supervisor of Customer Service

2 weeks ago

Innisfil, Canada Innisfil Full time

In all we do, we have the freedom to be our best self, belong, excel.

**Why Innisfil?**

We are a “family-first” organization that provides employees with flexible options to focus on what’s most important in life Options include flexible work arrangements, compressed work weeks, and Hybrid Work Arrangements - just to name a few.

**Why You?**

We are looking for a dynamic and collaborative leader to join our organization as Supervisor of Customer Service In support of the Town of Innisfil’s Strategic Plan 2030, you will take a “Community First” approach to the management and oversight of the Customer Service Team and corporate customer service delivery. As a member of the Town’s Leadership Team, you will be responsible for providing strategic and operational leadership to staff and Council, as well as:

- Developing customer service policies and procedures, establishing services levels and KPIs, and evaluating administrative, service delivery models and processes; streamlining/updating systems, practices, and approaches to providing quality and meaningful and impactful customer experiences
- Developing and managing a strategic plan for the team and achieving the goals and objectives contained within in collaboration with the team
- Developing Annual Operating and Capital Budget for Customer Service; reviewing operational and financial reports and statistics to monitor budget performance
- Overseeing an optimized information and knowledge management system that supports the efficient, centralized, consistent delivery of customer service for a wide range of Town services, procedures, practices policies and programs
- Supporting and guiding Customer Service staff in resolving complex or sensitive inquiries and complaints; overseeing escalated files in line with customer engagement policies
- Providing leadership to build and nurture an engaged, empowered and motivated team; fostering a positive working environment by setting, clarifying, and reinforcing goals, eliminating barriers to success
- Job Requirements
- College Diploma in Business Administration.
- Five (5) years of demonstrated Management/Supervisory experience in a local government environment. Experience in a unionized environment would be an asset.
- The following would be considered an asset: Full membership in the Association of Municipal Managers, Clerks and Treasurers of Ontario (AMCTO), and the Municipal Administration Program (MAP) Certificate.
- Availability to attend evening and/or evening weekends or other events as required, and ability to prioritize and organize work and to work under pressure to meet deadlines.

Closing date is **August 15, 2025**.

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