Customer Service

Anishinabek Employment & Training Services; Northwestern Ontario; On-site; CAD 93,000 - 109,000; Full time

Benefits offered by this job

Competitive salary

Pension plan

Health, vision, dental

Life insurance

Paid vacation and holidays

EFAP and wellness programs

Leadership development

Tuition reimbursement

Staff events

Job summary

City Manager's Office Thunder Bay seeks a Supervisor - Customer Service to oversee day-to-day operations across front-counter, telephone, email, and digital channels. Working with the Manager, Customer Service, you will coach staff, monitor service delivery, resolve escalations, and identify opportunities to improve processes and enhance the customer experience.

This role supports residents and community members in a fast-paced public-service environment, offering a competitive salary, pension,

Qualifications

• Leadership experience in a service delivery or customer experience role.
• Strong understanding of customer service principles and performance metrics.
• Experience managing technology-based service solutions and transformation projects.

Responsibilities

• Provide day-to-day operational oversight for Service Thunder Bay across multiple service channels.
• Coach staff, monitor service delivery, resolve escalated issues, and identify process improvements.
• Lead a centralized service model to enhance customer experience for residents and community members.

Skills

Leadership experience

Customer service

Change management

Performance measurement

Public sector experience

Education

Diploma in public administration, business administration, communications or a related field

Job description

City Manager's Office Thunder Bay, Ontario P7E6H8

Supervisor, Customer Service , you''ll enjoy:

A competitive salary that reflects your expertise, A matching pension plan to help you build long-term financial securityComprehensive health, vision, and dental coverage, plus life insurance for peace of mindGenerous paid vacation and holidays, with the option to purchase additional leave days when you need more time offAccess to a confidential Employee and Family Assistance Program (EFAP) and wellness initiatives to support your overall healthLeadership development and tuition reimbursement programs, so you can continue to grow your skills and careerA culture of recognition and appreciation, with staff events and programs that celebrate your contributions A collaborative and supportive work environment that values innovation, teamwork, accountability, and public service

Employment Type

Full Time

Job Occupation Type

Manager in Customer and Personal Service

Total Positions

1

Wage

$92,657.73-$109,009.09

Hours/Week

0

Days of Work

n/a

Closing Date / Apply By

11/8/2026

Start Date

n/a

Duties

As the Supervisor - Customer Service , you''ll provide day-to-day operational oversight for Service Thunder Bay across multiple service channels, including front-counter service, telephone support, email, and digital platforms.

Working closely with the Manager, Customer Service, you''ll support a modern, centralized service model by coaching staff, monitoring service delivery, resolving escalated issues, and identifying opportunities to improve processes and enhance the customer experience.

This is an opportunity to combine people leadership, customer service expertise, operational problem-solving, and continuous improvement in a dynamic environment that directly supports residents and community members every day.

Qualifications

Supervisor - Customer Service:

Diploma in public administration, business administration, communications or a related field Minimum three (3) years of leadership experience in a service delivery or customer experience, preferably in the public sector. Proven experience in managing technology-based service solutions and organizational start-up or transformation projects. Strong understanding of customer service principles, service standards, and performance measurement. Demonstrated commitment to respectful, inclusive, and customer-focused public service delivery. Strong leadership skills including the ability to give direction, motivate, and recognize others; proven ability to share skills and knowledge with others in a fast-paced service environment. Ability to conceptualize and implement change management strategies Ability to interpret operational data, identify trends, and implement practical service improvements.