Address
Form of work
SalaryJob ID: 44453
Job Category: Customer Service
Division & Section: Toronto Building, Customer Experience Toronto Building
Work Location: Scarborough Civic Centre, 150 Borough Dr, Scarborough, ON M1P 4N7
Job Type & Duration: Full-time, Permanent Vacancy
Salary: $122,000.00 - $158,105.00 (2023 Range), TM0676 and wage grade 8.0.
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 23-FEB-2024 to 08-MAR-2024
Toronto Building is undergoing a comprehensive transformation to become a modern, client centric organization. As Canada’s largest municipal building regulator, the Division is critical to Toronto’s success and prosperity. Its core services — issuing building permits and inspecting construction — ensure that Toronto’s built environment is safe, accessible, and sustainable.
As the Manager of Customer Experience, you will oversee the customer and public facing services. This includes handling general inquiries, permit applications, processing fee payment and offering pertinent information to both the public and internal customers, through phone, email, and in-person interactions. Your leadership and management skills will be vital in motivating a diverse workforce and promoting a culture of exceptional CUSTOMER EXPERIENCE within the Division.
Responsibilities:
As the Manager of Customer Experience, you will oversee the customer and public facing services. This includes handling general inquiries, permit applications, processing fee payment and offering pertinent information to both the public and internal customers, through phone, email, and in-person interactions. Your leadership and management skills will be vital in motivating a diverse workforce and promoting a culture of exceptional CUSTOMER EXPERIENCE within the Division.
Responsibilities:
Leadership and Management:
As the Manager, Customer Experience, you will play a pivotal role in ensuring the achievement of our CUSTOMER EXPERIENCE teams' success. Your responsibilities include developing and implementing detailed plans and policies to address program-specific requirements effectively. By hiring and nurturing a motivated and diverse workforce, you will promote a culture of collaboration and innovation. Your role will involve overseeing daily operations, efficiently managing work schedules, assignments, and reviews, as well as monitoring and evaluating staff performance to recognize excellence and provide necessary feedback for improvement.
This role is instrumental in driving organizational and management change initiatives for staff, creating a workplace that fosters high-level performance and provides opportunities for intellectual growth, creative teamwork, and professional accountability.
Your financial acumen will be applied when developing and administering the annual budget for the section. Furthermore, your knowledge of revenue collection and adherence to municipal by-laws will ensure financial integrity.
Customer Experience and Quality Assurance:
To maintain exceptional CUSTOMER EXPERIENCE standards, you will actively monitor customer satisfaction and key performance indicators (KPI's), using the data to effectively evaluate and make improvements where necessary.
As the Manager, Customer Experience, you will lead the daily operations of CUSTOMER EXPERIENCE function to ensure that innovative systems and procedures are in place to support a high level of CUSTOMER EXPERIENCE standards. Additionally, overseeing quality assurance efforts related to CUSTOMER EXPERIENCE, you will utilize investigation results to identify opportunities for enhancing the CUSTOMER EXPERIENCE through procedural and training improvements. This continuous improvement approach supports the Division's established standards.
Training and Development:
Your commitment to staff development will be evident as you implement comprehensive training programs for your team members. By organizing staff development programs, you will foster a positive CUSTOMER EXPERIENCE culture, resulting in improved efficiency across the entire Division. Ensuring that your staff is well-trained and proficient in their roles will contribute significantly to our overall success.
Communication and Stakeholder Relations:
As the Division's representative on internal committees, your input will be crucial in shaping policies and procedures to optimize our efficiency and service delivery. You will effectively communicate project updates and address technical, policy, and procedural inquiries. Collaborating with Technology Services staff, you will ensure that our daily operations are supported by the latest technological advancements.
Planning and Regulation Compliance:
Your technical expertise and problem-solving skills will be instrumental in ensuring compliance with the Ontario Building Code Act, the Planning Act, and other relevant regulations. Through analysis of practices, you will streamline approval processes, increasing operational efficiency. To stay ahead of industry trends, you will monitor developments and recommend resource allocation and service level adjustments to meet evolving demands.
Key Qualifications:
Your application must describe your qualifications as they relate to:
As the Manager, Customer Experience, you will play a pivotal role in ensuring the achievement of our CUSTOMER EXPERIENCE teams' success. Your responsibilities include developing and implementing detailed plans and policies to address program-specific requirements effectively. By hiring and nurturing a motivated and diverse workforce, you will promote a culture of collaboration and innovation. Your role will involve overseeing daily operations, efficiently managing work schedules, assignments, and reviews, as well as monitoring and evaluating staff performance to recognize excellence and provide necessary feedback for improvement.
This role is instrumental in driving organizational and management change initiatives for staff, creating a workplace that fosters high-level performance and provides opportunities for intellectual growth, creative teamwork, and professional accountability.
Your financial acumen will be applied when developing and administering the annual budget for the section. Furthermore, your knowledge of revenue collection and adherence to municipal by-laws will ensure financial integrity.
Customer Experience and Quality Assurance:
To maintain exceptional CUSTOMER EXPERIENCE standards, you will actively monitor customer satisfaction and key performance indicators (KPI's), using the data to effectively evaluate and make improvements where necessary.
As the Manager, Customer Experience, you will lead the daily operations of CUSTOMER EXPERIENCE function to ensure that innovative systems and procedures are in place to support a high level of CUSTOMER EXPERIENCE standards. Additionally, overseeing quality assurance efforts related to CUSTOMER EXPERIENCE, you will utilize investigation results to identify opportunities for enhancing the CUSTOMER EXPERIENCE through procedural and training improvements. This continuous improvement approach supports the Division's established standards.
Training and Development:
Your commitment to staff development will be evident as you implement comprehensive training programs for your team members. By organizing staff development programs, you will foster a positive CUSTOMER EXPERIENCE culture, resulting in improved efficiency across the entire Division. Ensuring that your staff is well-trained and proficient in their roles will contribute significantly to our overall success.
Communication and Stakeholder Relations:
As the Division's representative on internal committees, your input will be crucial in shaping policies and procedures to optimize our efficiency and service delivery. You will effectively communicate project updates and address technical, policy, and procedural inquiries. Collaborating with Technology Services staff, you will ensure that our daily operations are supported by the latest technological advancements.
Planning and Regulation Compliance:
Your technical expertise and problem-solving skills will be instrumental in ensuring compliance with the Ontario Building Code Act, the Planning Act, and other relevant regulations. Through analysis of practices, you will streamline approval processes, increasing operational efficiency. To stay ahead of industry trends, you will monitor developments and recommend resource allocation and service level adjustments to meet evolving demands.
Key Qualifications:
Your application must describe your qualifications as they relate to:
- Post-secondary education in a professional discipline pertinent to the job function or equivalent combination of education and experience.
- Experience motivating, leading, training, and managing staff in a fast-paced and ambiguous environment, promoting and fostering effective teamwork and establishing excellence in a customer focused environment.
- Considerable experience leading customer focused operations in a complex environment, addressing partner and stakeholder inquiries, and ensuring regulatory compliance and deadlines are met.
- Experience with contact centre related systems (including telephony, customer relationship management, quality management and performance metrics) and preparing and presenting reports, preferably in a public sector environment.
- Experience with policy and program development and implementation, process improvement, planning and organizing in a complex environment as it relates to improving CUSTOMER EXPERIENCE.
- Qualified or in the process of obtaining qualification, or able to complete and achieve qualification as a manager, as required and administered by the Ministry of Municipal Affairs and Housing in accordance with the Ontario Building Code Act.
- Highly developed interpersonal skills with the ability to interact and communicate effectively with customers, the public and staff at all levels of the organization through phone, in-person, and written interactions.
- Data-driven with experience using various tools, performance metrics and approaches for analysis, decision-making and reporting.
- Ability to effectively lead and implement proactive and progressive change in order to redesign business processes, policies and procedures and to facilitate operational improvements.
- Knowledge of relevant legislations, regulations, codes, collective agreements and policies such as the; Employment Standards Act, Human Rights Act, Occupational Health and Safety Act, WHMIS, etc.
- Possession of a valid G or G2 license and access to a vehicle.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.
Accommodation
Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.
