Clerk C-Team Lead, Customer Service

City of Winnipeg; Winnipeg; On-site; CAD 60,000 - 80,000; Full time

Job summary

A municipal government in Canada seeks a Clerk C - Team Lead for the Customer Service Department. This full-time role involves supervising clerks, resolving customer inquiries, and maintaining service standards. Applicants should have a high school diploma, significant customer service experience, and proficiency in Microsoft Office. Flexibility for varied hours is required, and a police background check will be performed. Competitive salary and benefits are offered, with a definitive closing date for applications.

Qualifications

• Minimum two years of customer service experience in an office-related position.
• Ability to work independently and under pressure.
• Experience handling financial reports and resolving errors.

Responsibilities

• Supervise and coordinate work of Clerks A and B.
• Resolve escalated customer inquiries and complaints.
• Maintain and update procedures for customer service.
• Coach and train staff.

Skills

Interpersonal skills

Customer service

Microsoft Office proficiency

Conflict resolution

Communication skills

Education

High school graduation or GED

Post-secondary education (Business, Communications preferred)

Tools

Microsoft Windows applications

Peggo

SPARE

LISA

Job description

Recruitment Details

Clerk C - Team Lead, Customer Service is a permanent, full‑time position located in the Transit Customer Service Department. The designated work location is 414 Osborne, and the position may also be performed at other Winnipeg Transit service centres including Millenium Library, 510 Main Street, and Winnipeg Square. This is an onsite role.

Hours of work are varied, mainly Monday to Friday days, but the incumbent must have flexibility for evenings, weekends, and holidays as required.

Salary is $2,175.74 to $2,351.98 biweekly based on 35 hours per week, as per the CUPE collective agreement.

Employee Group: CUPE
Posting No.: 126668
Closing Date: February 9, 2026

Job Profile

Under the general supervision of the Customer Services Supervisor, the Team Lead supervises and coordinates the work of Clerks A and B for the Winnipeg Transit Customer Service teams, including at times the Service Centre locations. The Clerks supervised by this position provide a wide range of services including information on transit routes, schedules and policies; receiving and responding to inquiries/complaints/commendations; reviewing and processing WINNPass applications; resolving small claims; producing Photo IDs; and attending to walk‑in clients. The position may also include reconciliation of transit payments, creation and submission of daily sales reconciliation reports, tracking fare inventory and processing rebates to clients.

Duties

• Coach and train new and existing employees.
• Review WINNPass applications at an escalation point.
• Maintain and update Standard Operating Procedures for the department.
• Work with internal departments to resolve customer complaints and feedback.
• Reconcile transit products.
• Supervise customer service staff and centres.
• Maintain sufficient level of fare products and inventory.
• Respond to escalated inquiries.
• Monitor service requests to ensure service level agreements are met.
• Perform other duties which may include training and onboarding new staff, registering passengers, ensuring e‑forms are up to date, etc.
• Respond to complex issues related to Winnipeg Transit including time‑sensitive escalations from customers.
• Act as Customer Service Supervisor as assigned or required.

Your Education And Qualifications Include

• High school graduation/GED is required. Post‑secondary education (e.g., Business, Communications) is preferred.
• Minimum two (2) years experience directly related to the work or job duties of the position, customer service within an office‑related position.
• Completion of courses on supervision, problem‑solving, conflict resolution and dealing with volatile customers, or ability and willingness to complete in a reasonable period of time.
• Experience preparing/reconciling sales financial reports and ability to identify errors and resolve them.
• Ability to work independently with minimal supervision and initiate responsible action.
• Excellent interpersonal skills demonstrated by the ability to facilitate working relationships, interact effectively with staff and the public with tact and diplomacy.
• Ability to listen effectively and demonstrate genuine respect for people, their concerns, feelings and well‑being.
• Excellent written and verbal communication skills with the ability to articulate ideas in a clear, professional, and effective manner.
• Experience with and proficient using Microsoft Office software including Word, Excel and Outlook at an advanced level.
• Demonstrated ability to type 40 w.p.m.
• Experience with and/or ability to learn to navigate and utilize windows‑based applications and databases such as Peggo, SPARE, LISA, Response, Reactor, Verint, etc.
• Ability and willingness to learn and apply learned skills, and complete any relevant training requirements.
• Demonstrated ability to investigate and resolve customer service matters using various sources and systems.
• Demonstrated ability to work independently and in a team environment, to organize and prioritize multiple demands, and to exercise sound judgment and discretion.
• Demonstrated ability to work under stressful conditions.
• Demonstrated ability to communicate effectively both verbally and in writing. Demonstrated experience in preparing written responses.
• Demonstrated ability to establish and maintain positive working relationships with employees at all levels of the organization, external contacts and the public in accordance with the Respectful Workplace Standard.
• Demonstrated ability to maintain confidentiality with respect to dealing with sensitive information and employee issues.
• IMPORTANT: Applicants who have been educated outside of Canada must have education which is comparable to the minimum qualification in Canada. Applicants submitting foreign credentials require an official academic assessment report issued by a recognized Canadian assessment service (https://canalliance.org/en/) at application.

Conditions Of Employment

• The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.
• Police Information Check with vulnerable sector check satisfactory to the employer will be required from the successful candidate, at their expense when requested.

How To Apply

APPLY ONLINE. Include all documentation listed below:

• Current resume (Required).
• Current cover letter (Required).
• Applications submitted without REQUIRED documentation will not be considered.
• Your application documents must clearly indicate how you meet the qualifications of the position.*

Notes

Online applications can be submitted at http://www.winnipeg.ca/hr/. For instructions on how to apply and how to attach required documents please refer to our FAQ’s or contact 311.

Position Reports To

Customer Services Supervisor

Only candidates selected for interviews will be contacted.