Customer Service Representative Licensing & By-Laws-C0885

City of London; London; Hybrid; CAD 49,000 - 68,000; Full time

Job summary

The City of London is seeking a Customer Service Representative for Licensing and Bylaws within the Municipal Compliance division. The role focuses on accepting, processing, and issuing municipal licenses while delivering excellent customer service to residents and businesses.

Responsibilities include handling licensing information, reviewing applications, maintaining records, and supporting administrative activities. Hybrid work is available, with a standard 8:30 a.m.–4:30 p.m. schedule.

Qualifications

• Completion of a one-year post-secondary certificate in office administration or equivalent.
• Six months of related office and customer service experience.
• Proficient in word-processing, spreadsheets and various software.

Responsibilities

• Provide superior customer service on licensing and by-laws inquiries.
• Process license applications and ensure forms are complete and signed.
• Maintain records, respond to public inquiries, and issue receipts.
• Reconcile daily financial records and prepare invoices and refunds.
• Assist with municipal compliance admin tasks and update web pages.

Skills

Customer service

Administrative skills

Organizational skills

Software proficiency

Education

Office administration certificate

Tools

Word processing

Spreadsheets

General software

Job description

File Number:

4087
Employee Group:
Local 101

Service Area:

Housing and Community Growth
Division:
Municipal Compliance

Job Type:

Full-Time Temporary (up to 1 year)
# of Openings:

1

Summary of Duties:

Reporting to a Coordinator or Manager in the area, the Customer Service Representative, Licensing and Bylaws supports the Municipal Compliance division by completing the required processes to accept, process and issue municipal licenses.

Work Performed:

• Provides superior customer services to customers, external agencies and businesses with regard to licensing and by-law matters and other inquiries.
• Coordinates and reviews all required information, for various licenses that may include residential rental unit licenses, business licenses, vehicle for hire licences, liquor licence inspection requests, and mobile sign licenses. Ensures applications and forms are complete, correct and signed for approval.
• Maintains a working knowledge of municipal compliance by-laws under which licences are processed and issued. Explains the applicable by-law and provides information to customers regarding the licensing category and inspections to meet customer and business need.
• Updates and maintains associated records and documentation, including approvals and deficiencies, and follows up with applicants, and other parties to facilitate completion and issuance.
• Responds to public inquiries relating to application submission, processing and issuance of a variety of licences. Answers questions concerning services provided by the area and related by-laws and seeks information to address complex or uncommon inquiries. Refers specific technical matters to designated staff.
• Accepts fee payments and issues receipts. Reconciles daily financial records.
• Prepares financial correspondence and forms to complete required processes related to refunds, invoicing and journal entries; verifies information, distributes invoices to property owner and updates records.
• Commissions Planning and Economic Development applications when accepting complete applications and is witness to the applicant swearing the information is true.
• Receives requests for licensing information from government agencies, prepares correspondence and statements related to licensing activities and reviews content to ensure accuracy.
• Receives complaints and enquiries from multiple sources related to municipal bylaws enforced by the area, including unsafe buildings, and forwards to appropriate inspection staff.
• Provides support for municipal compliance administrative activities including processing various Orders against properties, legal action files, register and deregister Orders on title, and related correspondence.
• Updates and revises related web pages. Attends monthly section meetings as required.
• Perform related duties as assigned.

Qualifications:

Completion of a one-year post-secondary certificate in office administration or equivalent.

Experience:

Six months of previous related office and customer service experience.

Specialized Training & Licenses:

Skills and abilities in the following areas are necessary:

• Excellent customer service, administrative and organizational skills.
• Knowledge of related municipal by-laws, including general knowledge of by-law principles and regulations and associated enforcement actions, is an asset.
• Demonstrated proficiency in word-processing, spreadsheets and various software.

Compensation & Other Information:

$48,686 - $67,856 (Level 8)
This posting is for 1 permanent full-time position being filled on a temporary full-time basis for up to 1 year.
Current hours of Work: Monday to Friday from 8:30 a.m. - 4:30 p.m.
Work Arrangement: Hybrid. Subject to change in accordance with business requirements.
These hours of work are subject to change in accordance with the Collective Agreement and may include evening hours and Saturdays.

Police Record Check:

The successful candidate will be required to complete a Criminal Record Check.