Client Services and Program Coordinator

Njoyn; Vaughan; Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Family-friendly benefits

Job summary

City of Vaughan is seeking a Client Services and Program Coordinator for a permanent full-time role in Vaughan. The position supports Adjudicative Services and Insurance and Risk Management, handling complaint intake, correspondence, records, and claims-related tasks.

Hybrid work option available; 35 hours weekly, 8:30 a.m. to 4:30 p.m. Monday to Friday with possible evenings. Ontario driver’s license required and strong communication skills are essential.

Qualifications

• Minimum two year college diploma in related field or equivalent
• Minimum three years of related admin/customer service experience
• Valid Ontario driver’s license and access to reliable vehicle
• Strong written and verbal communication skills
• Ability to handle confidential information with discretion
• Proficiency with Microsoft 365 apps and SharePoint

Responsibilities

• Coordinates complaint intake and follow-up, escalated customer service, and admin and program support across Adjudicative Services and Insurance and Risk Management.
• Prepares correspondence and materials for management review and maintains records and tracking systems.
• Supports claims administration, research, training, communications and service improvement initiatives.

Skills

Customer service

Communication

Problem solving

Education

College Diploma in Business Administration/Public Administration/Office Admin

Equivalent education + experience

Tools

Microsoft 365

SharePoint

Job description

Job Title: Client Services and Program Coordinator

Job Type: Permanent Full Time

Job Category: Administration / Clerical

Number Of Positions: 1

Date Posted: September 25, 2026

Closing Date: October 9, 2026

Hours of work: 35 hours per week

Schedule: 8:30 a.m. - 4:30 p.m. Monday to Friday, possible evening meetings

Vaughan is one of Canada’s fastest-growing cities. Its emerging downtown, the Vaughan Metropolitan Centre; Canada’s first smart hospital, the Cortellucci Vaughan Hospital; and the 900-acre North Maple Regional Park continue to generate momentum and excitement. Be part of something amazing and build your career at the City of Vaughan!

The City is an equal-opportunity employer and a forward-looking municipality that is committed to fostering a dynamic workplace that is diverse, inclusive and welcoming. As an award-winning organization for its employment and diversity and inclusivity practices, the City is focused on providing its employees with a thriving professional environment that leverages flexible work arrangements, a family-focused benefits package emphasizing work-life balance, learning and growth opportunities, and a place where collaboration and teamwork are valued.

Excellence demands brilliant personalities, visionary thinking and a passion for public service. Vaughan is your place to grow.

Position Overview

Coordinates complaint intake and follow-up, escalated customer service, and administrative and program support across Adjudicative Services and Insurance and Risk Management. Reviews and compiles information, prepares correspondence and materials for management review, maintains records and tracking systems, and supports claims administration, research, training, communications and service improvement initiatives to promote consistent and effective service delivery.

At employee request, this position is eligible to take part in our hybrid work model as outlined in the City's Alternative Work Arrangement Policy.

Qualifications and Experience

• Minimum two (2) year College Diploma in Business Administration, Public Administration, Legal/Office Administration, Municipal Administration, or a related field; or a suitable equivalent combination of education and experience.
• Minimum three (3) years of related experience in public, private or non-profit administration, customer service or service delivery, including responding to inquiries, preparing correspondence and handling sensitive and confidential information.
• A valid Ontario ‘G’ driver’s license, in good standing, with access to a reliable vehicle for corporate use.
• Strong written and verbal communication skills, including the ability to prepare clear and professional correspondence, summaries and responses.
• Strong customer service and interpersonal skills, with the ability to respond professionally and tactfully to complaints, inquiries and escalated matters.
• Research and analytical skills to review information, identify relevant facts and prepare clear summaries.
• Good judgment and discretion when handling sensitive, confidential and personal information.
• Strong organizational and time-management skills, with the ability to manage multiple priorities, deadlines and follow-up requirements.
• General understanding of administrative fairness, privacy, records management and the importance of following established policies and procedures.
• Ability to assist with training, communications, procedures and service-improvement initiatives and work effectively with staff across different service areas.
• Proficiency with Microsoft 365 applications, including SharePoint, and the ability to learn complaint, claims, case-management and other corporate systems.
• Knowledge of, and demonstrated ability in, the City’s core competencies and functional core competencies.
• May be required to work outside regular business hours, as needed.

Preferred Qualifications

• Experience in a municipal or public sector environment, including customer service, complaint handling or administrative support, is considered an asset

Please note that only candidates selected for interviews will be contacted.

The City of Vaughan is committed to diversity and inclusivity in employment and welcomes applications from qualified individuals of diverse backgrounds. The City of Vaughan is also committed to providing accommodations for people with disabilities. Please contact [e-mail] if you require an accommodation, and we will work with you to meet your needs.