Job Summary

Under supervision of the Business Manager, this position supervises a team of customer service personnel that support multiple civic departments, including Building Standards, Community Standards, and Planning and Development. The supervisor is the main point of contact for general inquiries related to programs and services and is responsible for the efficient coordination of the customer service and administrative activities assigned to the section.

Duties & Responsibilities

• Supervises, plans, organizes, assigns work to and performs the duties of staff engaged in providing customer service and administrative activities which include the administrative processing of permits and licences, property information disclosure reports, building and plumbing permit inspection bookings, and responding to and coordinating customer inquiries.  
• Acts as the main point of contact for internal and external customers in obtaining and providing statistical and other information; investigates and resolves complaints or refers such matters to the appropriate contact and ensures that inquiries are tracked and resolved within appropriate timelines.
• Supervises and assists staff is resolving issues related to the processing of property information disclosures and freedom of information requests, and customer inquiries related to permit processing, which may involve delegating inquiries to appropriate program designate and ensuring coordination and consultation with other civic departments to identify and resolve issues is completed.
• Oversees and performs the coding, classifying and filing of all materials in a large and complex filing system, maintains Corporate filing operations system, office forms and procedures; maintains a variety of administrative and fiscal records.  Types and manages the process for confidential documents as required.
• Assists with the development and implementation of changes to the customer service practices and procedures
• Interviews and assists with selection of customer service staff and completes performance appraisals.
• Provides training for direct reports and permit system users.
• Maintains ongoing relationships and open dialogue with internal and external customers to facilitate efficient delivery of customer service.
• Performs other related duties as assigned.

Qualifications

Education, Training and Experience Requirements:

• Grade 12 education.
• Graduation from a recognized business college.
• Typing speed of 55 w.p.m.
• Five years' progressively responsible related customer service and general office experience, including two years supervisory experience
• Experience in the building and construction industry would be considered an asset.

Knowledge, Abilities and Skills:

• Considerable knowledge of City policies, procedures, regulations, systems pertaining to records management and payment processing.
• Knowledge of the terminology used in building design and construction.
• Demonstrated ability to mentor, lead and encourage staff to develop skills and work towards organizational and departmental goals.
• Demonstrated ability to communicate effectively, orally and in writing to various individuals and groups, including property owners, contractors, and business professionals.
• Demonstrated ability to work with minimal supervision and maintain a high level of confidentiality.
• Demonstrated ability to plan, coordinate and supervise the work of the assigned staff including the preparation and delivery of performance appraisals.
• Demonstrated ability to lead and support staff in resolving issues with internal and external customers while meeting or exceeding service standards when interacting with customers.
• Ability to effectively implement change and support staff through change.
• Supervise and support staff in working together collaboratively, fostering teamwork and inclusion, and cultivating relationships.
• Ability to interpret, and to make decisions in accordance with, established policies and procedures.
• Ability to understand and navigate construction drawings and utilize drafting, permit processing, and Enterprise Resource Planning (ERP) workflow management and drafting software.
• High level of skill in word processing, spreadsheet, workflow software, and ability to quickly learn new software in alignment with advancements in industry software as well as ERP advancements.

Requires Security Check