Under the direction of the Commissioner, Community Services, the Manager, Corporate Customer Services is responsible for the strategic leadership, implementation and delivery of consistent, quality corporate customer service delivery for the Town of Newmarket. This position leads the delivery of Customer Service training as well as spearheading customer service standards and practices across the organization.

Job Requirements

Credentials

Post-secondary degree in a Business Administration, Commerce or an equivalent combination of education and experience.

Professional training supporting customer service and progressive experience at the managerial level, in the service delivery field.

Subject matter expert in technology and other matters related to customer service.

Class G driver’s license with reliable vehicle for use on corporate business.

Due to the responsibilities of this position a Criminal Record & Judicial Matters Check satisfactory to the Town is required.

Demonstrated experience with Project Management systems and practices

Knowledge/Skills Required

Progressively responsible experience at a senior supervisory level.

Extensive knowledge and senior experience in delivering a broad range of customer service areas and corporate customer service strategies in a municipal environment.

In depth knowledge of call centre and customer service operations.

Advanced interpersonal, written and verbal communication skills combined with well developed interpersonal skills to build relationships with interested parties and business partners within and outside the organization.

Thorough experience leveraging systems and technology to better serve customer’s needs. Thorough understanding of technological applications, key metrics and statistical indicators in a complex multi-channel service environment.

Proven negotiation and contract administrative skills (Service Level Agreements, service contracts with external partners) and ability to provide business insights to internal departments.

In-depth experience handling sensitive and confidential issues with members of the public, council and senior leaders.

Strong demonstrated experience with survey techniques, public consultation processes and analytics along with strong problem solving and conflict resolution skills.

Well developed customer service orientation, public relations, consultative, organization, analytical, project management skills.

Strong track record and experience in change management practices to lead and facilitate change within a call centre and customer service operations and in support of internal business change (including but not limited to: new services, changes to services or service levels, adoption of new technologies and processes).

Sound ability to develop and implement policies and procedures and to contribute to corporate strategic objectives with integrated customer service strategic plans as well as reporting both ad hoc and scheduled reporting cycles for various internal audiences as well as Council and the public.

Proficient in the use of MS Office (e.g. Word, Excel, PowerPoint and Outlook) as well as related communication technologies such as voice communications, and other computer software programs specific to a call centre.

Thorough knowledge of budget preparation and management, staffing and scheduling of resources.

Knowledge of financial management and business planning in a customer service, call centre environment.

Knowledge of legislation, bylaws, legal proceedings and proficient in the ability to interpret legislation such as the Accessibility for Ontarians with Disabilities Act (AODA), Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), Vital Statistics Act, Occupational Health and Safety Act and Regulations, Employment Standards legislation and administrative bylaws.

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