Government of Saskatchewan Looking for Manager, Customer Service at Regina, SK Full Time

The Ministry of Highways seeks a seasoned leader and customer service expert to lead its Customer Service Centre.

The Customer Service Centre serves as the point of first contact for members of the public seeking information and services from the ministry, primarily through phone and email. Leading the Customer Service team of three people, you are responsible for successfully and consistently delivering empathetic, solutions-focused service to people seeking service or information from the ministry. You will act as an internal champion and advocate for citizens and stakeholders to create a customer focus throughout the organization. This position reports to the Executive Director, Communications and Customer Service.

Primary Responsibilities:

• Leading a customer service team who demonstrate a “can-do” attitude and a thorough understanding of what it takes to deliver citizen-centered service;
• Developing and managing customer service processes that are continuously improved, efficient and striving to build a one-team approach within the ministry;
• Developing, achieving and reporting on service delivery standards;
• Providing simple, clear and accurate key metric reporting that enables the senior management team to monitor the organization’s customer service performance;
• Providing effective training and development of team members, and other ministry staff involved in serving citizens throughout the organization;
• Smooth implementation of technology (new and upgraded) that supports the team’s business processes;
• Improving customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results and implementing changes;
• Updating job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations; and
• Putting in place effective dispute resolution processes.

Key Skills

As a manager and leader, you:

• Hold yourself and others accountable to the organization, citizens and stakeholders;
• Are a skilled and empathetic communicator;
• Are committed to innovation and continues improvement;
• Demonstrate openness, honesty, inclusiveness, loyalty, high standards and quality;
• Have the ability to align programs and policy with the strategic direction of the organization; and
• View diversity as an opportunity and create an environment where a diverse and inclusive workforce can thrive.

Qualifications:

• Post-secondary education, ideally in a business discipline; equivalent work experience will also be considered;
• Demonstrated project management and change management skills are preferred;
• Strong verbal, written and interpersonal communications skills;
• Significant customer service experience with knowledge of best practices in the customer service field;
• Previous managerial experience;
• Experience with CRM systems, ServiceNow and SharePoint;
• Intermediate user of Microsoft office products, particularly Excel;
• Knowledge of continuous improvement practices and change management approaches;
• Experience creating work plans; and
• Demonstrated experience building and leading an engaged team.