Position: Customer Service Manager 

Division: Utilities and Environment 

Department: Water and Waste Operations

Term: 1  Permanent Full Time position(s) available.

Closing Date: 03/28/2023 

Labour Group: SCMMA 

Posting:  2013 

Job Summary

This position ensures reliable and responsive service by coordinating responses to Water and Waste Operations and Roadways, Fleet and Support related matters, and manages all functions of Customer Service for the departments.

Duties & Responsibilities

  1. Manages the activities of the operational groups and related programs in a customer service capacity by overseeing delivery of service, identifying opportunities for improvement and ensuring alignment with corporate goals, guiding principles and management commitments.
  2. Manages assigned staff; hires, assigns work schedules, assesses staffing needs, identifies and pursues other resources if necessary and performs layoff and recall. Plans and approves staff development. Conducts performance management and, when required, disciplinary action.
  3. Maintains and oversees the delivery of consistent internal and external messaging and adheres to departments level of service documents.
  4. Develops and facilitates training material directly related to systems, staffing and standards for customer service within the respective departments.
  5. Acts as the main point of contact for the public, City Council and the corporations for matters related to Water and Waste Operations and Roadways, Fleet and Support and responds to inquiries that are referred to the respective departments.
  6. Prepares written and oral reports in response to enquiries of City Council, Committees of Council, and senior administration.
  7. Manages the tracking of Waste and Waste Operations and Roadways, Fleet and Support related inquiries through the use of automated systems.
  8. Initiates, develops and maintains the Water and Waste Operations and Roadways, Fleet and Support internal knowledge base and adheres to processes.
  9. Negotiates, mediates and facilitates resolution to issues related to the respective departments.
  10. Assists with the annual capital and operating budgets for the departments.
  11. Assists in the development of department business plans.
  12. Performs other related duties as assigned.


  • Degree in business administration, social science, engineering, or a related discipline.
  • Seven to nine years' progressively responsible customer service experience including three years' experience supervising and coordinating staff.
  • Possession of a valid, Class 5 Saskatchewan Driver’s Licence.
  • Current driver’s abstract from SGI demonstrating a safe driving record.
  • Thorough knowledge of citizen service and service delivery principles, processes, trends and issues
  • Considerable knowledge of the Corporate safety policy, collective agreement, letters of understanding, Provincial Occupational Health and Safety regulations, applicable bylaws, standards and specifications, regulations and annual budget process pertaining to the work.
  • Demonstrated ability to supervise and develop staff.
  • Demonstrated ability to analyze data, identify underlying issues/problems and recommend required changes.
  • Demonstrated ability to establish and maintain effective relationships with assigned staff, representatives of other agencies and the public.
  • 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.

Additional Requirements

Weekly Hours: 36.67 

Salary Range: $86,211.84 to $101,175.60 CAD per annum (2022 rates)


Diversity, Equity and Inclusion

The City of Saskatoon offers an inclusive workplace that embraces diverse backgrounds. As an equity partner with the Saskatchewan Human Rights Commission (SHRC), the City commits to diversity, equity and inclusion in our workplaces. By having our workforce reflect the community we serve, we support the realization of miyo-pimatisiwin, (me-o-pi-ma-ti-si-win) “the good life”, for all residents. To learn more about Diversity, Equity and Inclusion at the City, please visit Saskatoon.ca/diversity 


The City of Saskatoon strives to provide an accessible and inclusive workplace for all, including throughout the application and selection process through reasonable access and accommodations. Should you require accommodation through any stage of the recruitment process, please email talentacquisition@saskatoon.ca.