Customer Service & Process Manager

McMaster University; Hamilton; On-site; CAD 70,000 - 90,000; Full time

Job summary

McMaster University is seeking a Customer Service and Process Manager for the Facility Services department. The role involves overseeing the Customer Service Centre, managing staff and financial processes, and ensuring compliance with health and safety standards. Ideal candidates will have a university degree and experience in customer service or facility management. Join a leading institution recognized for its commitment to diversity and innovation.

Qualifications

• Experience in customer service, facility management, or maintenance industry.
• Strong analytical, communication, and organizational skills.
• Ability to work under pressure and manage multiple tasks.

Responsibilities

• Manage the Facility Services Customer Service Centre and staff.
• Oversee financial processing, work requests, and compliance programs.
• Recruit, train, and supervise staff for departmental operations.

Skills

Analytical skills

Excellent communication skills

Problem solving

Relationship building

Organizational skills

Time management

Proficient use of computer software

Knowledge of Occupational Health & Safety Act

Education

University degree in business, engineering or related field

Certification in safety process auditing (ISO or QS standards)

Job description

At McMaster University, our people are our most valuable asset. We strive to attract, develop, and retain talented faculty and staff, and to foster inclusive excellence which values the strengths, perspectives, and contributions of each individual. McMaster’s profile and stature have evolved to one of the Top 70 Universities in the World and we are recognized as Canada’s Most Research-Intensive University. McMaster is also recognized as one of the top employers in the Hamilton/Niagara region and has been recognized as one of Canada’s Top Diversity employers for the past 6 years.

The Facility Services department supports the academic mission of McMaster, its cutting-edge research, and world-class teaching and learning. Our team does this by developing innovative spaces to study, research, and work and by keeping our campus safe, clean, well-maintained, and beautiful. Our team of approximately 400 does this essential work both on our campus, which includes 55 buildings on 300 acres, also on our multiple off-site locations, which include 11 buildings.

JOB SUMMARY

Reporting to the Director, Maintenance Services, the Customer Service and Process Manager is responsible for managing the Facility Services Customer Service Centre. The Customer Services Centre provides support and direction to campus clients on service and maintenance inquiries through timely and informed responses. The Manager oversees all functions of the Centre including management of staff; prioritization of all departmental work requests (aprx. 20,000 annually); associated billing and financial processing of charges; communications to ensure timely customer service and information to the campus community; and tracking, compiling and analyzing data to facilitate informed decision making.

The Manager is responsible for payroll for the team of more than 300 workers within Facility Services.

The Manager is responsible for managing, monitoring compliance and ensuring accurate records for several health and safety programs for the department. Included in accurate record keeping, the Manager is ultimately responsible for completing the annual Association of Physical Plant Administrators (APPA) Facility Services benchmarking survey and the UNIFORUM benchmarking initiative on behalf of the Department

Accountabilities

Manage the prioritization of all departmental Work Requests including internal work generated by Facility Services, but also customer requested services and renovations, and all key requests. This includes managing the Facility Services Customer Service Centre, implementing the process for work prioritization, training staff on the process, providing front line service to customer requests and maintaining records of work requests.

Manage the associated billing and financial processing of charges to work orders for accurate recording for both Facility Services and the campus community is also part of this job function.

Manage a team of three full-time UNIFOR Unit 1 staff including all hire/fire/discipline matters and ensuring productivity of the functions associated with the Customer Service Centre.

Manage and supervise the completion of the bi-weekly pay cycle for Facility Services including time entry for more than 300 hourly workers and the associated financial billing for cost allocation and recovery

Manage departmental training programs and all associated training records. Ensure compliance with applicable legislative requirements and accuracy of records.

Provide training to Directors, front line supervisors, hourly, casual and student employees in areas including SOPs, administrative processes, etc.

Develop and manage departmental documentation, including but not limited to, Standard Operating Procedures (SOP’s), Forms, Fall Protection Plans, etc. Must initiate, author, issue, revise, file, maintain, and archive these documents on a regular basis.

Manage departmental records (author, issue, revise, file, maintain, archive) including in house and contractors. Provide statistical analysis on departmental data to facilitate informed decision making.

Gather data and coordinate the completion of the annual submission for APPA and UNIFORUM benchmarking initiatives.

Support the University’s Health & Safety Programs under the Risk Management Manual, for Facility Services employees. Create training plans, keep records of training compliance and deliver training programs to Facility Services employees. In conjunction with front line supervisors, through the development of the Facility Services training program, safety audits and continuous improvement reports ensure compliance to all Standard Operating Procedures and Risk Management Manual programs. Specific programs include, but are not limited to:

• Fall Protection Program
• Electrical safety program
• Fire inspection and testing program
• Eyewash and Safety Shower inspections

On behalf of Facility Services coordinate participation in campus events such as the Welcome Week Fair, Ice Cream Social, NAOSH week, Sustainability Day, etc.

Develop, coordinate and execute all social media initiatives on behalf of Facility Services, which includes adding content to, and keep relevant, the Department website to ensure timely customer service and information to the campus community.

Recruit and hire student staff on behalf of Facility Services. There are approximately 60 full time summer student hires and 20 hires for the fall/winter school term.

Participate with software testing with Mosaic Maintenance Management upgrades as required.

Participate as an observer and resource to the Campus Services Joint Health and Safety Committee, Human Resource committees and Provost Classroom Committee.

Qualifications

Education:

• A university degree in business, engineering or related field with a focus on service delivery, process systems, and/or safety.
• Certification in safety process auditing and process evaluation (i.e. ISO or QS standards) would be an asset

Experience:

• The successful incumbent should possess experience in the customer service field, with specific background in the construction, facility management and/or maintenance industry, or other relevant industry that would ensure an easy transition over to Facility Services in a University.

Knowledge/Skills:

• Strong analytical skills, problem solving and record keeping is a must. Ability to handle data and perform analytical calculations
• Excellent communication skills, both verbal and written and excellent interpersonal skills.
• Relationship building skills and ability to gain trust and confidence of client groups.
• Demonstrated ability to work well both independently and in a team environment, with excellent organizational and time management skills.
• Able to maintain composure, work under pressure and multi-task.
• Proficient use of computer software, including word processing, spreadsheet and database programs and customer software packages (i.e. Peoplesoft).
• Strong working knowledge of Occupational Health & Safety Act (OHSA) and safety regulations.

How To Apply

To apply for this job, please submit your application online.