Job Summary

Under the supervision of the Permit Coordinator, this position performs customer service and administrative duties related to processing of building and development, occupancy, and encroachment applications within the Building Standards Department.

Duties & Responsibilities

• Completes administrative processes for building and development permits, occupancy, and building encroachment applications. Including the preparation, circulation, confirmation of fees, issuance, distribution and filing of application packages, reports and correspondence.
• Acts as the main point of contact for customers in resolving issues related to permitting processes, which may involve forwarding inquires to appropriate program designate and ensuring coordination and consultation with other civic departments is completed to identify and resolve issues.
• Completes address changes, creates new structures and structure units in the site database as required.
• Maintains ongoing relationships and open dialogue with internal review groups and customer base to facilitate efficient permitting processes.
• Completes various administrative projects, such as revisions to any manuals, documents, and correspondence related to the administration of programs within building standards.
• Gathers permitting performance data to support trend and gap analysis for improved delivery of services.  
• Assists in developing process improvements to increase program customer satisfaction.
• Assists with the training of new staff, as required.
• Assists in freedom of information requests as required.
• Performs other related duties as assigned.

Qualifications

Education, Training and Experience Requirements

• Grade 12 education.
• One year certificate in business or related area.
• Four years progressively responsible customer service experience, including resolving external customer concerns.
• Experience in the building and construction industry, or land development in a municipal environment would be considered an asset.

Knowledge, Abilities and Skills

• Considerable knowledge of office principles, procedures and systems.
• Knowledge of the organization and function of City departments.
• Knowledge of the terminology used in building design, construction, and municipal building permit processes.
• Ability to understand, read, interpret, and navigate construction drawings and utilize drafting, permit processing, and ERP workflow software (ePermitting, BIM360)
• Demonstrated ability to communicate effectively, orally and in writing to various individuals and groups including owners, contractors, designers, engineers and property managers.
• Demonstrated ability to organize, prioritize tasks, work with minimal supervision and maintain a high level of confidentiality.
• Ability to communicate effectively verbally and in writing in response to requests for information from the public or internal clients.
• Ability to make decisions in accordance with established policies and procedures.
• Ability to maintain and research complex records.