Job Summary

This position will ensure reliable and responsive service by coordinating strategic and operational processes relating to citizen service, developing and implementing service standards, and fostering collaborative cross-departmental partnerships.

Duties & Responsibilities

1.    Coordinates with management in setting requirements, priorities and standards for customer service and project planning.
2.    Develops and implements corporate protocols related to citizen complaints and resolutions, including developing processes and timelines for complaint resolution.
3.    Responds to complex and multi-departmental enquiries that are referred by all departments within the corporation.
4.    Acts as the main point of contact for Senior Management and City Council in resolving issues brought forward by citizens related to civic service delivery.
5.    Coordinates with internal stakeholders to align citizen-centric initiatives across business units and departments, and fosters relationships among these stakeholders to ensure citizens’ needs are met through one point of contact.
6.    Identifies individuals/groups to act as main point of contact and take ownership of requests from citizens where transactions may require interacting with multiple stakeholders within the corporation.
7.    Supports business improvements by identifying, analyzing and documenting gaps that exist between current and desired corporate service delivery processes.  Common themes will be identified that will provide opportunities for staff training and/or simplification, automation and integration of services and systems.
8.    Identifies and creates corporate, departmental and division specific training required to support the implementation of corporate standards regarding citizen service
9.    Maintains awareness of emerging trends and best practices related to citizen service and service delivery.  Identifies improvements, trends, issues and processes by reviewing best practices used by other organizations, conferences, published materials, etc.
10.    Prepares and monitors the budget for the Corporate Services Delivery function.
11.    Performs other related duties as assigned.

Qualifications

•    Degree in business administration, commerce or equivalent in related field.
•    Seven to nine years’ progressively responsible experience in customer service delivery, including policy development and implementation.
•    Thorough knowledge of customer service and service delivery principles, processes, trends and issues.
•    Knowledge of municipal operations, programs and policies.
•    Knowledge of the principles of research and policy development.
•    Demonstrated ability to analyze data, identify underlying issues/problems and recommend required changes. 
•    Demonstrated ability to establish and maintain relationships with the public, civic staff, representatives of other agencies and elected officials.
•    Demonstrated ability to communicate effectively orally and in writing, including the ability to prepare and present reports.
•    Skill in the use of a computer using the Microsoft Office suite.