Reporting to the Manager, Service London, the Manager, Service London Operations is responsible for overseeing all aspects of the Service London Contact Centre to deliver essential customer service to Londoners. This customer centric role oversees customer service representatives to create a positive and streamlined customer service environment. The Manager, Service London Operations supports business process improvements where the Customer Relationship Management (CRM) System can assist with process optimization, customer service modernization, and operational management including managing customer service escalations and works enterprise-wide with divisions across the City of London organization.
Qualifications:
- Completion of a University Degree in Social Science, Business, Public Administration or in a relevant area of study, or equivalent combination education and related professional and lived community experience.
- Five to seven years related experience in customer service technical systems including Customer Relationship Management, Windows based Client/Server Systems, Microsoft Power BI in addition to management responsibilities of supervising in a unionized environment.
- The position requires the ability to work outside of regular business hours in emergencies to attend to specific issues.
Compensation & Other Information:
$87, 024 - $113, 644
This posting is for one (1) permanent, full-time position.
Current Hours of Work: Monday - Friday from 8:30 a.m. to 4:30 p.m.
Work Arrangement: Hybrid
Work hours and work arrangement are subject to change in accordance with business requirements.
How to Apply:
For a complete job description and to apply on-line, please visit the City of London website at https://london.ca/government/employment-opportunities
Please note following the interview stage, proof of education will be required prior to moving to the next stage in the selection process.
Closing Date for Applications: Sunday, June 23, 2024
We appreciate all applications, however, only those selected for an interview will be contacted.
As an inclusive employer, we are committed to providing a fully accessible recruitment process. Please contact us at any time during the recruitment process and let us know what accessible supports you may need.
