SUPERVISOR CUSTOMER CARE SERVICES Temporary Job

Posting Period: 03-Sep-2024 to 17-Sep-2024

Job Description

Customer Care only / Customer Care Support only

Job Summary:

To supervise the provision of customer care services including: the 24/7 operation of the Toronto Water Customer Care Centre, the administration of external customer service programs, public education and outreach, the administration and technical review of locate requests for underground infrastructure and water/sewer service connections or disconnection for residential, multi-residential, industrial, commercial or institutional properties.

Major Responsibilities: 

• Implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Supervises the day to day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and coordinates vacation and overtime requests.
• Monitors and evaluates staff performance, approves salary increments, hears grievances and recommends disciplinary action when necessary.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Responds to enquiries from staff, elected officials and the general public, and investigates such enquires expeditiously. Exercises tact and professionalism when attending public and private meetings with elected officials and the public.
• Ensures the appropriate customer service systems, processes and structures are in place to support the unit.
• Tests and signs off on all related system improvements, enhancements and modifications prior to implementation, identifies system problems and provides detailed recommendations for system improvements, enhancements and/or modifications.
• Develops, implements and maintains operating policies, procedures and guidelines for the Unit and ensures the clarification and proper administration of the same.
• Builds and maintains optimum working relationships with external bodies including other levels of government, other municipalities, other City of Toronto divisions, agencies, boards and commissions.
• Responds to inquiries escalated beyond the scope of front line staff ensuring a prompt, courteous reply including appropriate action and follow up. Report any concerns, complaints or conflict of interest issues where necessary.
• Prepares briefing notes and other documentation regarding customer service issues.
• Develops and implements new innovative client services and recommends effective and efficient means of providing service.
• Ensures efficient, courteous service is provided to the public through personal, written and oral contact.
• Initiates, develops and recommends innovative, leading edge customer service and program policies to guide service delivery and water efficiency among all Toronto Water's customers.
• Participates in the development and implementation of operational policies, program practices, key performance measures and recommends changes to support unit's function and improve efficiency and effectiveness of service delivery; make major changes in overall business practices based on long term needs.
• Works with the Manager to develop, draft and implement appropriate service level standards and performance metrics for continuous program improvement, and manages performance and activities to meet or exceed targets.
• Reviews information captured in field studies, customer surveys management and technical systems and other sources in order to improve operational performance by analyzing data, setting standards and goals to meet objectives.
• Reviews the quality of work completed on a regular basis to ensure that it meets auditing requirements and customer service standards.
• Assesses particular complaints/complexities within individual case files to determine the importance, urgency and risks and make clear decisions which are timely and in the best interests of the City.
• Represents Toronto Water and assigned programs while directly communicating and providing outreach functions to reach target water user audiences to promote, educate and train them on water efficiency and downspout equipment, policies, practices and program information.
• Assesses the potential impact of changes on the organization with respect to new and emerging issues, trends, practices and directions in the business and industry marketplace affecting Toronto Water.
• Researches and develops terms of reference, technical specifications, tender documentations, proposals and technical reports and prepares recommendations related to unit’s various customer requests/programs.
• Represents Division through participation on various working groups, task forces and special teams.
• Oversees Toronto Water’s public education and community outreach programs  and coordinates Toronto Water's presence at environment and community events for express purpose of educating participants on Division's programs and services.
• Develops and contributes to digital, educational and communications materials.
• Develops forms and records to document program activities, ensuring use of appropriate and effective communication tools and techniques to align with diverse demographics of audience and intended use of material.
• Researches and selects appropriate fixtures and equipment requirements for unit's assets (e.g. water trailer) and rebate eligibility (e.g. Capacity Buyback incentives for equipment).
• Liaises, fosters and maintains positive relationships with internal staff and external contacts, government and non-government agencies and the public.
• Liaises with stakeholders and other municipalities to co-ordinate similar activities, including the sharing of findings and information.
• Implements customer service strategies to ensure services provided meet City service standards.
• Conducts on-site water investigations and assist in trouble shooting of ongoing issues with customers.
• Represents the City of Toronto on various committees involved in the development and promotion of water efficiency and participates in municipal, provincial and national studies and hearings on water and environmental issues to provide input and comments.
• Supports and promotes the Division's vision, strategic plan and change initiatives through leadership, participation, communication with direct reports and application of functional policy.
• Develops and oversees client and stakeholder expectations and relationships through effective service agreements, communication and monitoring of commitments and obligations.
• Represents the Division/Cluster/Corporation at a variety of meetings with clients, stakeholders and service providers. 

Key Qualifications: 

Your application must describe your qualifications as they relate to: 

1. Post-secondary education in a discipline pertinent to the job function, a technical or business degree preferred or related job experience.
2. Experience with supervising a mid-to-large size municipal customer service programs, preferably with technical elements.
3. Experience in the water and wastewater field or other pertinent utility, legislation and municipal programs and services
4. An understanding of the technical and operational issues facing water utilities.
5. Proficiency in various competencies related to the position, including highly developed interpersonal skills, human relations skills, communication, written and oral negotiation skills, with the ability to interact and communicate effectively with all levels of the organization
6. Considerable experience with coaching and training front line customer service and technical staff for high performance.
7. Management of customer service delivery within prescribed service standard levels.
8. Experience with issue management, including customer complaint handling.
9. Experience with developing policies and procedures for internal staff
10. Experience with identifying customers, understanding their needs and maintaining responsive program delivery (i.e. using key performance indicators to monitor service standards and enhance service delivery)
11. Experience in preparing/reviewing budgets and expenditure controls, including cost-benefit analysis
12. Experience in procurement and contract management of external technical services.
13. Ability to forge solid internal and external relationships/partnerships with various stakeholders
14. Knowledge of the Labour Relations Act and Occupational Health & Safety Act and related regulations and legislation
15. An ability to communicate effectively, both orally and in writing, to a wide variety of audiences (including senior management, employees, media, the public, elected officials and external agencies)
16. Sound judgement and ability to handle matters of a confidential/sensitive nature as it relates to City council, senior/executive management and the public

Salary: $3,605.15 - $4,748.04 bi-weekly,  wage grade 6.5

Toronto, the capital of the province of Ontario, is a major Canadian city along Lake Ontarios northwestern shore. It's a dynamic metropolis with a core of soaring skyscrapers, all dwarfed by the iconic, free-standing CN Tower. Toronto also has many green spaces, from the orderly oval of Queens Park to 400-acre High Park and its trails, sports facilities and zoo.