Supervisor of Support Services (Under Review)

City of Winnipeg; Winnipeg; Hybrid; CAD 3,000 - 5,000; Full time

Job summary

The City of Winnipeg is seeking a Supervisor of Support Services within the Planning, Property and Development Department. This permanent position includes overseeing customer service activities, ensuring quality interactions, and managing a team within a hybrid work environment. The successful candidate will have strong supervisory experience and a background in customer service, particularly in areas relating to permits and zoning.

Benefits

Employer-paid benefits

Dental and vision care

Pension plans

Maternity/parental leave programs

Education and training opportunities

Flexible work arrangements

Qualifications

• Three years supervisory experience in customer service.
• Experience with permits and zoning processes.
• Ability to analyze problems and make practical decisions.

Responsibilities

• Supervise customer service staff and ensure service delivery.
• Respond to escalated inquiries and manage complex issues.
• Implement and review permit programs and policies.

Skills

Customer Service

Conflict Resolution

Analytical Skills

Interpersonal Skills

Communication Skills

Organizational Skills

Decision Making

Education

Undergraduate degree, B. Commerce or equivalent

Tools

Microsoft Word

Microsoft Outlook

Microsoft Excel

Adobe

Geographic Information Systems

Job description

Recruitment Details

Supervisor of Support Services (Under Review)

Department: Planning, Property and Development Department

Designated Work Location: 31 – 30 Fort Street - Hybrid

Position Type: Permanent, Full-time

Salary: Schedule A-2: $3,013.10 - $4,047.21 bi-weekly (Grade 4 – Under-Review)

Posting No: 125992

Closing Date: June 30, 2025

Providing a wide range of services to over half of all Manitobans, The City of Winnipeg is one of the largest employers in Manitoba. We provide a comprehensive range of benefits and career opportunities to our employees. These include competitive salaries, employer-paid benefits, dental and vision care, pension plans, and maternity/parental leave programs. Additionally, we offer education, training, and staff development opportunities to ensure that our employees are equipped with the necessary skills to advance in their careers.

Our Benefits web page provides detailed information about the benefits we offer, and we encourage you to visit it for further information at City of Winnipeg Benefits . We take pride in fostering a , diverse , safe, and healthy workplace where our employees can thrive and achieve their full potential.

Flexible work arrangements, which may include flexible hours, remote work, or a hybrid of remote work may be available; subject to review and approval. Please note that Employees who are approved to work remotely are responsible for and must demonstrate that they are available to return to their Designated Work Location and/or other work location to attend meetings or attend other tasks that occur in person.

The City is committed to attracting and retaining a diverse skilled workforce that is representative and reflective of the community we serve. Applications are encouraged from equity groups that have been and continue to be underrepresented at the City; Indigenous Peoples, Women, Racialized Peoples, Persons with Disabilities, 2SLGBTQQIA+ Peoples and Newcomers are encouraged to self-declare.

Requests for Reasonable Accommodation will be accepted during the hiring process.

Preference to internal applicants may be applied.

Job Profile

Under the general direction of the Supervisor of Customer Relations, the Support Services Supervisor is responsible for the provision of direct customer service of all support services including front desk, cash desk, and appointments clerk positions and other roles as assigned. The position ensures a high standard of support service provided to external and internal customers in relation to the intake of permits and development application services.

The position is responsible to oversee the daily activities of the front desk, cash desk and appointment clerk as it relates to housing, commercial and zoning sections of the Zoning and Permits Branch from an internal and external customer service perspective. Also responsible to review the Building Fees by-law 66/2016 for fee changes and provide recommendations for related updates to internal systems as necessary.

The position is responsible for the day to day operation and supervision of clerical staff that supports multiple platforms and customer types, including the implementation and review of permit related programs and policies.

The position is also responsible for the performance management and guidance of staff ensuring availability and support as well as development.

As The Supervisor Of Support Services, You Will

• Ensure the acceptance of applications, inquiries and payments from customers in person, email and over the phone and online ensuring a positive experience for both internal and external customers.
• Supervise the day-to-day service delivery activities of Permit Intake staff for efficiency, quality, and adherence to Divisional Standards, policies and work processes.
• Respond to complex and/or escalated inquiries from customers. Assess and coordinate responses to ensure clear communications to Divisional staff, other departments, and applicants for timely resolution of escalations.
• Oversee training and resource allocation, to effectively respond to fluctuations in demands for services, to meet customer service standards and service level agreements.
  
  

Your Education And Qualifications Include

• Undergraduate degree, B. Commerce or equivalent combination of education, training and experience may be considered.
• Three (3) years supervisory experience including workflow management and performance management.
• Experience working in customer service with a financial background.
• Experience analyzing problems/issues and then making decisions by developing practical solutions to resolve those problems/issues.
• Experience resolving conflict in a customer service environment.
• Knowledge of city zoning by-laws, development procedure by-laws, the City of Winnipeg Charter and Plan Winnipeg.
• General Knowledge of the permits and zoning processes.
• Ability to convey by-law and property information to others.
• Interpersonal skills, including facilitation and collaboration skills.
• Strong verbal communication skills
• Strong written communication skills
• Strong organizational skills in order to meet multiple deadlines within a busy environment.
• Demonstrated analytical and decision-making skills
• Ability to operate a personal computer and associated software (Word, Outlook, Excel, Adobe, geographic information systems).
• IMPORTANT: Applicants who have been educated outside of Canada must have education which is comparable to the minimum qualification in Canada. Applicants submitting foreign credentials require an official academic assessment report issued by a recognized Canadian assessment service https://www.canalliance.org/en/ at application.
  
  

Conditions Of Employment

• The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.
• A Police Information Check satisfactory to the employer will be required from the successful candidate, at their expense. To obtain Police Information Check information please visit https://www.winnipeg.ca/police/services/online-record-checks.
• Ability to obtain a Commissioner for Oaths status within 6 months of appointment.
  
  

How To Apply

APPLY ONLINE, including all documentation listed below:

• Current resume (Required).
• Applications submitted without REQUIRED documentation will not be considered.
• Your application documents must clearly indicate how you meet the qualifications of the position.*
  
  

Notes

Online applications can be submitted at http://www.winnipeg.ca/hr/ . For instructions on how to apply and how to attach required documents please refer to our FAQ's or contact 311 .

Hours of Work: 8:30 am – 4:30 pm

Employee Group: WAPSO

Position Reports To: Supervisor of Customer Relations

Only candidates selected for interviews will be contacted.