SUPERVISOR CLIENT SUPPORT P&R

City of Toronto; Greater Toronto Area; On-site; CAD 94,000 - 129,000; Full time

Job summary

A leading city organization is seeking a Supervisor for Client Support in Parks & Recreation. This role involves overseeing staff, managing operations, and ensuring quality service delivery. Ideal candidates will have a strong background in customer service and supervisory experience, along with the ability to develop community relationships and implement process improvements. Join a dynamic team committed to enhancing community services and fostering an inclusive workplace.

Qualifications

• Supervisory experience in customer support or equivalent.
• Experience supervising multidisciplinary teams in a unionized environment.

Responsibilities

• Supervising, motivating, and training staff to ensure high-quality work.
• Managing daily operations, scheduling, and approving leave requests.
• Collaborating with division partners to ensure quality service delivery.

Skills

Customer Service

Communication

Problem-Solving

Analytical Skills

Education

Post-secondary education related to the role

Tools

ActiveNet

Perfect Mind

CLASS

Job description

Join to apply for the SUPERVISOR CLIENT SUPPORT P&R role at City of Toronto.

This range is provided by City of Toronto. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$94,905.00/yr - CA$128,386.00/yr

• Job ID: 55022
• Job Category: Administrative
• Division & Section: Parks & Recreation, P&R Client & Business Services
• Job Type & Duration: Full Time, Permanent
• Shift Information: Mon - Fri, 35 hours/week
• Affiliation: Non-Union
• Number of Positions: 1
• Posting Period: 09 May 2025 to 26 May 2025

Major Responsibilities:

Reporting to the Manager, Client Services, the Supervisor will support Parks & Recreation staff in functions such as permitting, program registration, Call Centres, office operations, customer inquiries, and part-time staff recruitment. Responsibilities include:

• Implementing plans and recommending policies for program-specific requirements.
• Supervising, motivating, and training staff to ensure high-quality work and organizational performance.
• Managing daily operations, scheduling, and approving leave requests.
• Supporting strategic planning and city-wide service development.
• Collaborating with division partners to ensure quality service delivery.
• Monitoring staff performance and managing HR processes.
• Analyzing registration data to improve processes and program participation.
• Reviewing user fees for accuracy and compliance.
• Leading projects related to service design, issues management, and quality assurance.
• Participating in budget development and managing expenditures.
• Monitoring staffing levels and planning resource allocation.
• Ensuring recruitment processes are fair and compliant with policies and legislation.
• Developing policies on facility usage and permit allocations.
• Providing project management support for divisional initiatives.
• Building partnerships with community organizations and stakeholders.
• Managing fee collection and reconciliation.
• Liaising with community groups and service providers on permit and facility use.
• Overseeing program registration and permit operations, including online and call center services.
• Handling sales, payments, and reporting for registration and permits.
• Providing customer service support, inquiry resolution, and complaint management.
• Managing contracts, lease agreements, and office administration.
• Implementing departmental policies and analyzing program data.
• Representing the division at community initiatives and industry meetings.
• Leading continuous improvement initiatives to enhance operations.
• Providing leadership to field staff in park and community center services.

Key Qualifications:

• Post-secondary education related to the role plus supervisory experience in customer support or equivalent.
• Extensive customer service experience with the public and stakeholders.
• Experience with registration and permitting systems like ActiveNet, Perfect Mind, or CLASS.
• Proven project leadership skills.
• Experience supervising multidisciplinary teams, managing performance, and motivating staff in a unionized environment.
• Ability to develop relationships with community agencies and stakeholders.
• Knowledge of divisional user fees, policies, and by-laws.
• Strong communication skills, both verbal and written.
• Innovative approach to municipal business practices, focusing on process improvement and quality assurance.
• Excellent report writing, interpersonal, problem-solving, and analytical skills.
• Decision-making skills that promote teamwork and manage change effectively.
• Strong administrative, planning, HR, and financial management skills.
• Working knowledge of relevant legislation, including Occupational Health & Safety, Labour Laws, and Collective Agreements.

Note to Current City of Toronto Employees: Current employees can apply but cannot hold two jobs. Indicate your status and employee number on the application.

Equity, Diversity and Inclusion: The City promotes an inclusive workplace reflecting community diversity. Learn more about employment equity.

Accommodation: The City provides accessible employment practices under AODA. Request accommodations during the recruitment process as needed.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service, Training, and Project Management