Training Assistant - Customer Service Centre

Competition No: 2024-122

Duration: Regular Full Time

Salary: $5,060 – 5,270 – 5,491 – 5,719 – 5,957/month

Schedule: 70 hours bi-weekly; Monday to Friday from 8:00 AM – 4:45 PM

Special Notes: Subject to Note ‘T’ of Schedule ‘B’ of the CUPE 23 Inside Division Collective Agreement

Last Updated: 3/22/24

The goal of the City of Burnaby and its employees is to consistently deliver first class service and services to our community. With this in mind, we hire people who share the same passion, those with the drive and determination to grow with and contribute to our already exceptional team. People like you!

This is clerical work of moderate complexity that supports the ongoing development and delivery of training activities at the City’s Customer Service Centre. An incumbent performs a variety of moderately complex tasks including collecting, validating, and documenting activity information against established processes and procedures; assists in coordinating, facilitating, and conducting training for staff engaged in responding to non-emergency calls and city services; provides orientation and guidance to same and participates in the development of new and/or improved procedures in collaboration with a supervisor. Establishes and maintains effective working relationships with a variety of internal and external contacts; liaises with staff to update departmental information. Maintains a current awareness of City activities, programs, political issues, staff roles and sources of information; monitors existing information sources for accuracy and currency and updates same; provides feedback and suggestions to a supervisor in response to call trends. Performs related work as required.

Qualifications include completion of Grade 12 supplemented by courses in adult learning and education, plus sound related experience in supporting training activities within a municipal or Customer Service environment; or an equivalent combination of education, training and experience. Considerable knowledge of the City, the general functions of its Departments, and the nature of services provided as it relates to the work performed; of the objectives, procedures, laws, and regulations that govern the activities at the Customer Service Centre. Sound knowledge of information management systems, software applications and the capabilities of call centre technology; of the methods and practices for conducting staff training and learning development programs. Ability to maintain effective working relationships with other City Staff, and to explain bylaws, policies, standards, regulations and services in a courteous manner; to operate call-centre system technology as related communications equipment and software; to communicate effectively both orally and in writing to various user groups.

Please apply online by April 4, 2024.

At the City of Burnaby, we are committed to fostering an inclusive and diverse workforce that authentically mirrors the vibrant community we proudly serve. We consistently embrace diversity and endeavor to build an inclusive workforce that celebrates the richness of our community. We warmly welcome applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to join us in shaping a more vibrant and equitable future together.

Copies of relevant professional certificates, degrees, or tickets will be required at the time of the interview.

Please contact People and Culture at 604-294-7303 if you do not receive a confirmation email within one hour of submitting your application online.

We thank all applicants for their interest; however, only those considered for an interview will be contacted.