Job Summary

This position performs supervisory functions related to the provision of reliable and responsive citizen service by the Corporate Revenue Department.

Duties & Responsibilities

• Supervises the activities of the assigned work group, including overseeing delivery of service, identifying opportunities for improvement, and ensuring alignment with section and departmental goals and objectives.
• Supervises, schedules and trains assigned staff, and ensures duties are performed in accordance with City and Departmental policies and standards.  Assists with the recruitment process and assist with disciplinary process, as required.
• Acts as the second point of escalation for resolving complaints and complex issues brought forward by Corporate Revenue customers.
• Maintains a current knowledge of all bylaws, policies and legislation relating to the services provided by the Department.
• Reviews and recommends improvements to customer service procedures, policies, and programs.
• Assists with the development of operating procedures, manuals and directives for the section and monitors and ensures accuracy in responses to public inquiries and implementation of policies.
• Performs other related duties as assigned.

Qualifications

Education, Training and Experience Requirements:

• Graduation from a two-year, post-secondary program in a related field.
• Four to six years’ experience in customer service, including two years’ in a supervisory role

Knowledge, Abilities and Skills:

• Ability to analyze data, identify underlying issues/problems, and recommend required changes.
• Ability to establish and maintain effective relationships with assigned staff and the public.
• Ability to communicate effectively orally and in writing.
• Skill in the use of a computer using the Microsoft Office suite.