Supervisor of Customer Service

Town of Innisfil; Innisfil; On-site; CAD 96,000 - 123,000; Full time

Job summary

A municipal government organization in Ontario is seeking a Supervisor of Customer Service to lead the Customer Service Team. The ideal candidate will have a College Diploma in Business Administration and five years of management experience, preferably in a local government environment. Key responsibilities include developing customer service policies, managing budgets, and guiding staff in resolving complex inquiries. The salary range for this position is $96,304 - $122,914 per annum.

Benefits

Flexible work arrangements

Compressed work weeks

Hybrid work arrangements

Qualifications

• Five years of demonstrated Management/Supervisory experience in a local government environment.
• Experience in a unionized environment is an asset.
• Full membership in AMCTO and MAP Certificate would be an asset.

Responsibilities

• Lead the development of customer service policies and procedures.
• Manage a strategic plan for the Customer Service team.
• Develop annual operating and capital budget for Customer Service.
• Oversee customer service staff and their engagement.
• Support resolving complex or sensitive inquiries.

Skills

Leadership

Customer service management

Strategic planning

Budget management

Education

College Diploma in Business Administration

Job description

In all we do, we have the freedom to be our best self, belong, excel….

Why Innisfil?

Join a community-focused team that thrives on doing things differently to better serve its residents. Innisfil is an award-winning municipality applying two hundred years of small-town independence and collaboration towards a future of innovation and prosperity. Strategically located next to several major urban centres, Innisfil’s central location combines big city access with small-town feel, high quality of life and a strong local workforce. With several exciting projects underway such as Orbit and the development of a new South Campus of the Royal Victoria Regional Health Centre, Innisfil is connected for business and poised for significant growth. Situated on the western shore of Lake Simcoe, Innisfil’s scenic landscape featuring miles of waterfront, woodlands and farm fields are natural assets that make Innisfil the perfect place to mix business and pleasure. Just minutes from desk to dock, Innisfil has something for everyone.

We are a “family-first” organization that provides employees with flexible options to focus on what’s most important in life! Options include flexible work arrangements, compressed work weeks, and Hybrid Work Arrangements – just to name a few.

Why You?

We are looking for a dynamic and collaborative leader to join our organization as Supervisor of Customer Service! In support of the Town of Innisfil’s Strategic Plan 2030, you will take a “Community First” approach to the management and oversight of the Customer Service Team and corporate customer service delivery. As a member of the Town’s Leadership Team, you will be responsible for providing strategic and operational leadership to staff and Council, as well as:

• Developing customer service policies and procedures, establishing services levels and KPIs, and evaluating administrative, service delivery models and processes; streamlining/updating systems, practices, and approaches to providing quality and meaningful and impactful customer experiences
• Developing and managing a strategic plan for the team and achieving the goals and objectives contained within in collaboration with the team
• Developing Annual Operating and Capital Budget for Customer Service; reviewing operational and financial reports and statistics to monitor budget performance
• Overseeing an optimized information and knowledge management system that supports the efficient, centralized, consistent delivery of customer service for a wide range of Town services, procedures, practices policies and programs
• Supporting and guiding Customer Service staff in resolving complex or sensitive inquiries and complaints; overseeing escalated files in line with customer engagement policies
• Providing leadership to build and nurture an engaged, empowered and motivated team; fostering a positive working environment by setting, clarifying, and reinforcing goals, eliminating barriers to success

The preferred candidate holds:

• College Diploma in Business Administration.
• Five (5) years of demonstrated Management/Supervisory experience in a local government environment. Experience in a unionized environment would be an asset.
• The following would be considered an asset: Full membership in the Association of Municipal Managers, Clerks and Treasurers of Ontario (AMCTO), and the Municipal Administration Program (MAP) Certificate.
• Availability to attend evening and/or evening weekends or other events as required, and ability to prioritize and organize work and to work under pressure to meet deadlines.

Closing date is August 15, 2025.

The salary range for this position is $96,304 - $122,914 per annum (Based on a 35-hour week) and the successful candidate will be compensated within this range.

To learn more about the Town of Innisfil, to access the job description and to apply, please go to the current opportunities section on the Town’s website.

The Town of Innisfil is committed to diversity and inclusion in our workplaces. We are passionate about attracting and retaining individuals who represent the diversity in our own community and beyond, as we work together to best serve our residents. We inspire one another in an inclusive environment where all individuals belong and are valued, respected and uplifted.

We thank all applicants and advise that only those selected for an interview will be contacted. Personal information will be used to determine eligibility for potential employment and is pursuant to the Municipal Freedom of Information and Protection of Privacy Act.

Accommodations for persons with disabilities will be provided, on request, to support candidate participation in all aspects of the recruitment process. To request accommodation, please contact People & Talent.