Customer Service Supervisor

This is supervisory and clerical work involving the provision of services related to the processing of rezoning, preliminary plan approval; subdivision, temporary use permit, and development variance permit applications issued by the Development Division. An incumbent of this class provides supervision, training, advice and guidance to staff on the more technical or complex issues; schedules staff and approves leave requests; communicates work assignments and follows up with staff regarding performance issues; identifies and recommend training/skill enhancement for subordinate staff and assists in the hiring of new staff. Reviews, develops and implements new and/or improved systems and procedures to improve efficiency and accommodate changing requirements; checks applications for completeness of routine information; explains procedures; calculates fees and issues approved applications and receipts. A Customer Service Supervisor provides information related to the Burnaby Zoning Bylaw, Subdivision Control Bylaw, and Sign Bylaw, and provides information to or requests action of other agencies as required. Other responsibilities include responding to counter, email and telephone enquiries; data entry in Energov System and checking for accuracy and completeness; reviewing and signing letters prepared by subordinates; coordinating the processing of Freedom of Information requests; and assisting in the preparation of a variety of research and reports. Performs related work as required.

Qualifications include completion of Grade 12 supplemented by or including standard commercial courses and courses relating to the work plus considerable related office experience involving public contact, computerized systems preferably in the Planning department, including some experience in a supervisory capacity or an equivalent combination of education and experience. Considerable knowledge of applicable departmental practices, procedures, rules and regulations and of the requirements of other departments and agencies relative to permit application processing; of record keeping and correspondence preparation; and of the automated Permit Plan System. An incumbent will have working knowledge of the zoning bylaws, and other bylaws, policies, regulations and legislation related to the work. Ability to plan, supervise and check the work of staff providing customer services; to deal effectively and courteously with the public, officials and staff in supplying information and in explaining bylaws, regulations and departmental procedures; to work with limited supervision and exercise sound judgement in making decisions; to compile statistics and generate reports and to investigate and resolve routine software and hardware problems; and to use related software and hardware.

Please apply online by November 3, 2025. 

Copies of relevant professional certificates, degrees, or tickets will be required at the time of the interview. Please contact People and Culture at if you do not receive a confirmation email within one hour of submitting your application online at We thank all applicants for their interest; however, only those considered for an interview will be contacted.

We respectfully acknowledge that the City of Burnaby is located on the unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), səlilwətaɬ (Tsleil-Waututh), and kʷikʷəƛ̓əm Peoples (Kwikwetlem). Each Nation has distinct histories and distinct traditional territories that fully or partially encompass the city. We encourage you to learn more about the Host Nations whose ancestors have occupied and used these lands, including parts of present-day Burnaby, for thousands of years. We are grateful to be on this territory as we dedicate ourselves to creating an inclusive and diverse workforce that reflects our vibrant community and welcomes applicants of all backgrounds, genders, ages, ethnicities, abilities, sexual orientations, and life experiences.