Job Posting 72937

Manager, Customer Service
BC Housing
Vancouver & Lower Mainland
Burnaby
closing today (Fri, 6 Aug)
full time  •  To be discussed

POSITION SUMMARY

The Manager, Customer Service manages a team of staff that are responsible for the delivery of a range of programs to clients in a high volume, transactional environment. He/She/They manages the intake process for programs and oversees the timely and consistent adjudication of program requirements and processes. The position manages the operations of the Customer Service Call Centre and Storefront Office and ensures high quality service is provided to the public and housing partners.

 

CANDIDATE PROFILE

The successful candidate will have the following:

EDUCATION & EXPERIENCE:

  • Degree in commerce, business administration or related field or equivalent combination of education and experience
  • Considerable experience in the delivery of direct customer service and/or adjudication of applications for programs that require application of detailed requirements.
  • Considerable experience in program delivery, leading projects, and managing a team of staff.
  • Or an equivalent combination of education, training, and experience acceptable to the Employer.

 KNOWLEDGE, SKILLS AND ABILITIES:

  • Considerable knowledge of the philosophies, principles and practices in delivering a high level of customer service to the public either in-person or in a call centre environment
  • Considerable knowledge of housing related programs and services provided by the government and community partners
  • Ability to learn and understand BC Housing’s mandate, programs, operating requirements, and strategic objectives, and the socio-political environment in which the organization operates
  • Ability to learn and develop knowledge and expertise of relevant busines system applications and databases
  • Ability to plan and manage the implementation of program activities, analyze and solve issues and make effective decisions
  • Ability to establish service standards, monitor performance metrics, and implement work processes, methods and tools to ensure efficient service delivery.
  • Ability to assess service, system and process improvement opportunities, re-design work processes and methods, and facilitate their implementation to ensure the achievement of continual business and service improvement.
  • Ability to assess learning/training requirements for the department and facilitate the implementation of strategies to ensure a well-trained workforce
  • Ability to establish and maintain constructive working relationships with housing providers, service providers, sector organizations, community groups, government agencies and other stakeholders, and exhibit diplomacy and tact in the resolution of sensitive issues
  • Ability to lead, coach and motivate staff in a team setting
  • Strong consultative, facilitation, negotiation, conflict resolution and consensus building skills
  • Strong planning, organizational and leadership skills
  • Strong verbal and written communication and interpersonal skills
  • Proficient in the use of MS Office (Excel, Word, PowerPoint) and relevant business enterprise applications and systems
  • A criminal record check is required

 

  • Please Note: Successful applicant(s) are subject to a satisfactory criminal record search and are required to maintain Security Clearance throughout their employment.

How to Apply:

Please review the attached job description for a complete list of duties, qualifications and competencies.  To be considered for this competition, applicants must submit a cover letter and resume clearly identifying how they meet the qualifications necessary for this position.  This information will be used as part of the selection process.

Your cover letter and resume should be submitted as one document in your profile when applying for this position. Please add your cover letter to your resume and submit both documents as your resume.

 

Please review the Job Description prior to applying

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As part of the application process, you will be prompted to fill out a questionnaire which must be completed in order for your application to be considered. Please allot up to 5 minutes to fill it out after submitting your resume and cover letter as one single document.

Only applications submitted using the Online Recruitment System at www.bchousing.org/careers will be accepted

If you are passionate about what you do and want to use your expertise to engage in a meaningful and challenging work, please apply to join our team today at www.bchousing.org/careers

At BC Housing, we're committed to providing a healthy, safe and inclusive workplace where respect and diversity are recognized assets. We invite and welcome applications from women, visible minorities, Indigenous Peoples, People with Disabilities and Disabled People, persons of all sexual orientations and gender identities, and all people committed to meaningful work that makes a difference.  We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you require accommodations at any point during the application and hiring process, please contact .

We didn’t become one of BC’s Top Employers and one of Canada’s Greenest Employers without a lot of thought, care and consideration for our team and environment. Our supportive and collaborative workplace balances engaging and challenging work with personal development and wellness initiatives.

Apply Nowwww.bchousing.org/careers

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