Service Operations Assistant

Capilano Students' Union; North Vancouver; On-site; CAD 26,000 - 37,000; Part time

Benefits offered by this job

Flexible schedules

Paid sick, bereavement and care leave

Flexible benefit fund $650/year

Childcare expense reimbursement

Job summary

Capilano Students’ Union is seeking a Service Operations Assistant (Student Employee) to support member services and student lounges. The role is on-site with a 15-hour workweek and reports to the Associate Executive Director.

The successful candidate will handle queries, assist with desk transactions, support promotions, and help maintain welcoming spaces. Strong communication and prior program/service delivery experience are valued.

Qualifications

• Must be a current Capilano University student (non-negotiable).
• High volume of queries to support students in-person, remotely, and online.
• Must be well-organized and able to manage a workflow with requests from multiple sources.
• Excellent verbal and written communication skills.
• At least six months of previous experience in program or service delivery.

Responsibilities

• Provides friendly, informed support to students accessing member services such as CSU Health and Dental Plan, space bookings, club services and more.
• Processes payments and completes transactions at the service desk.
• Assists in promotion of CSU services, events, and programs via digital screens, posters, and outreach.
• Keeps student spaces tidy, accessible, and welcoming.
• Assists with event logistics, including setup and teardown.
• Attends regular staff meetings and contributes feedback to improve services.
• Takes minutes at CSU student leadership meetings as scheduled.

Job description

Title: Service Operations Assistant

Classification: Student Employee

Rate of pay: Starts at $23.86 per hour (+16% in lieu of benefits)

Hours of work: 15 hours per week

Reports to: Associate Executive Director

The service operations assistant is responsible for assisting with the behind-the-scenes operations that make our member services and student lounges run smoothly. While the service operations assistant can expect collaboration with student leaders and guidance, mentorship, and supervision from the member services coordinator, they ultimately share a reporting relationship with the associate executive director.

Note: The service operations assistant must maintain a schedule availability of at least 20 hours of weekday availability, including at least one full weekday of Member Services coverage (9:15am–4:45pm) as a condition of employment. This is an on-site position and remote work options are generally not available.

Duties

In particular, the service operations assistant shall perform the following duties:

Core Member Services

• Provides friendly, informed support to students accessing member services such as the CSU Health and Dental Plan, food security, locker rentals, space bookings, club services, volunteer opportunities and benefits, and more.
• Processes payments and completes transactions at the service desk.
• Assists in the promotion of CSU services, events, and programs via digital screens, posters, and in-person outreach to students.
• Helps keep our student spaces tidy, accessible, and welcoming.
• Assists with event logistics, including setup, teardown, and basic facilitation.
• Attends regular staff meetings and contributes feedback to improve services.
• Adheres to CSU privacy, information security, and workplace safety policies.
• Takes minutes at CSU student leadership meetings as scheduled.

Service and Program Logistics

• Tracks and maintains usage data on all member services, including suggesting and implementing data collection methods that provide the most meaningful data to support decisions about service changes.
• Assists in Community Cupboard and Community Closet logistics, including inventory, signage, product recovery, donor stewardship, and the planning and execution of donation drives for a sustainable inventory.
• Tracks inventory, suggests restocking needs, and communicates inventory gaps and issues with the member services coordinator.
• Maintains accurate records and signage for available lockers.
• Organizes back-end resources for clubs and volunteers.
• Suggests and tests improvements to service workflows and information tools.
• Helps maintain and update reference guides for FAQs for other MS staff.
• Provides basic reporting (e.g., how many students accessed X service this week).
• Supports light data entry and reporting to evaluate service use and make recommendations on how to improve CSU services.
• Assists in preparing simple handouts or signage for recurring programs.

Here’s what it takes to be successful in this role

• In order to be an effective resource to your fellow students, and to support our members through employment opportunities, our successful candidate must be a current Capilano University student (this requirement is non-negotiable for us) and must be knowledgeable about campus and student life at Capilano University.
• There are a lot of moving pieces working at our member services desk, and you can expect to deal with a high volume of queries to support students in-person, remotely, and online. This means that our successful candidate must be well-organized, and be able to stay on top of a workflow that includes requests coming from a few different places.
• Depending on daily schedules, you might be working alone at the member services desk with minimal in-person supervision for several hours at a time, or you might be working in pairs or in groups on busier days or for specific projects or assignments. This means that our successful candidate must work effectively independently and in teams.
• You’ll be corresponding verbally and in writing with students, staff, service providers, and community members all the time to share accurate information about the resources and services available through the Capilano Students’ Union, and so our successful candidate must have excellent verbal and written communication skills.
• To be able to quickly settle into your role assisting in the promotion and administration of some of our key services, our successful candidate would have an easier time being successful in this role if they have at least six months of previous experience working in program or service delivery.

Why work at the Capilano Students’ Union?

We strive to be a diverse workplace. We're working hard to make sure that our staff team reflects the diversity of our membership, guided by the CSU’s equity strategy. Over half of our team members self-identify as women, and people from visible minorities comprise half of our unionized workforce.

We are a certified Living Wage employer. We provide fair (and competitive) compensation packages for all members of our team, including employees who are students, because we believe that everyone who works deserves to make ends meet. As a part of our compensation and benefits package, you can expect:

• Flexible weekly and daily work schedules
• Paid sick, bereavement, and compassionate care leave
• A $650 per calendar year flexible benefit fund
• Partial reimbursement of child care expenses
• RRSP employer-matching contributions of up to 7.5%

We take our guiding principles really seriously. We think that our values create a fun, dynamic, and challenging work environment – one where no two days are the same, and where our team members look forward to coming to work. If these principles resonate with you, you should think about joining the team:

• We are results-driven
• We are accountable
• We are open, supportive, and collaborative
• We are professional and inclusive
• We are honest and transparent

Think you’ve got what it takes?

The CSU hires on the basis of merit, and is committed to employment equity and achieving team diversity that mirrors our student population. Folks with disabilities; Indigenous folks; self-identified women; folks from visible minorities; queer folks; and trans, two-spirit, and gender non-binary candidates are encouraged to self-identify during the application process. We are committed to removing barriers in our selection process for people with visible and invisible disabilities — please do not hesitate to reach out to us at [e-mail] if you need accommodation to participate fully in our application and selection process. Our employees are represented by CUPE 1004 in a unionized work environment.