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Manager, Customer Advisory Services - AMENDMENT At City of Calgary

Location: Calgary, Alberta

Job Description

If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.
As the Manager of Customer Advisory Services, you will be responsible for providing strategic leadership and managing operations to ensure that the services of 3 sections within the division are executed both effectively and economically. These three sections provide front line customer service for the intake of permit applications and acts as the single point of contact for customer transactions in Planning & Development.
This position is responsible for defining cost of service and executing resource management while providing excellent customer service to our customers and other partnering divisions and business units within the corporation. Primary duties include:
  • Provide strategic leadership and develop long-term strategies and plans which are in line with the departmental business plan and corporate Action Plan and provide meaningful metrics to ensure that goals and objectives are achieved.
  • Promote and create a work environment focused on providing superior customer service, making it easier for the customers to conduct self-service transactions, find information and, conduct business with The City.
  • Manage resources within the division and define the cost of service.
  • Sponsor and participate in projects and programs that make life better for the customers. Ensure policy and procedural changes outside the division are coordinated with the services provided within the division.
  • Manage the human resource functions of the division including: recruitment; coaching and training; career development and performance management; and ensuring service standards are met.


Qualifications
  • A degree in Business or a related field plus a minimum of 10 years related experience, or an equivalent combination of education plus 10 years related experience in a progressive senior role.
  • Innovative and forward-thinking approach to customer service.
  • Demonstrate leadership skills and the City of Calgary’s 4 C's (collaboration, competence, character and commitment).
  • Supervisory, project management, change management and negotiation skills are required.
  • Excellent communication, problem solving and decision-making skills is required.
  • Strong strategic thinker on a wide range of complex issues along with strong service orientation.
Pre-employment Requirements
  • Successful applicants must provide proof of qualifications.
Union: Exempt
Business Unit: Calgary Building Services

Position Type: Permanent
Location: 800 Macleod Trail S.E

Compensation: Level G- $98,270 – 154, 609 per annum
Days of Work: This position works a 5 day
work week with one day off in a 3 week cycle.


Hours of work: Standard 35 hour work week


Audience: Internal/External
Apply By: March 13, 2020


AMENDMENT: Responsibilities
Job ID #: 302990


We value diversity of expertise, talent and opinion which creates an innovative and collaborative environment.
We are committed to a respectful and inclusive workplace and welcome applications from all qualified individuals.
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