Communications and Customer Experience Advisor Department Communications Advisor

ABOUT US

Almost 1.2 million residents call York Region home making it one of the largest regions in Canada and the fastest growing with a population thats expected to grow to more than 2 million by 2041. Our geography which is comprised of about 1800 square kilometers over nine different municipalities is as beautiful interesting and diverse as our people. Local government is organized in a twotier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.

WHAT WE OFFER

Consistently named one of Canadas Best Employers by Forbes we offer a collaborative progressive workplace that takes pride in our organizational culture and is committed to living The 13 Factors of Psychological Health and Safety in the Workplace aligned with our vision to create strong caring and safe communities both within and outside our walls.

• Defined Benefit Pension Program With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a fulltime employee and includes employermatched contributions.
• Employer of Choice Recognized as the highestranking government employer in Canada and fourth overall among 300 organizations.
• Benefits and Wellness Employees and their loved ones have access to an employee health care spending account access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for daytoday products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.
• Inclusive and Diverse Workforce Were committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential participate freely in society and live with respect dignity and freedom from discrimination. Our robust Inclusion Diversity Equity and Accessibility program continues to grow and has been recognized by the United Nations and many other organizations for our leadership.

WHAT YOULL BE DOING

Leads coordinates responds and resolves sensitive inquiries received from the public or elected officials offices. Ensures appropriate levels of management are kept apprised and approvals are received for responses.
Reviews and provides feedback to staff responses for escalated and sensitive issues.
Communicates with customers using appropriate channels while maintaining confidentiality and sensitivity.
Develops and coordinates with internal partners responses to concerns and escalations received from the public and politicians.
Liaises with internal partners and as needed with external contractors on various issues to provide responses to the public municipal and regional politicians staff etc.
Acts as the point of escalation for unresolved customer inquiries working closely with crossfunctional teams to find resolutions.
Maintains records of customer interactions inquiries and resolutions in the Customer Response Management (CRM) system.
Analyzes complex customer issues identifies root causes and recommends solutions to prevent recurrence.
Collects and provides feedback on recurring issues and recommends process improvements to enhance the overall customer experience.
Participates on committees work groups special projects as assigned.
Manages information in accordance with legislation and corporate standards.
Performs other duties as assigned in accordance with Branch and Department objectives.

WHAT WERE LOOKING FOR

Successful completion of a University Degree in Communications Public Relations Journalism or related field or approved equivalent combination of education and experience.
Minimum three 3 years demonstrated experience in communications with a focus on handling sensitive and escalated inquiries issues management and internal business partner relations.
Strong knowledge of communication practices and theory including strategic communications issues management and internal communications best practices.
Highly developed writing editing and presenting skills using plain language best practices and Canadian Press Style Guide.
Demonstrated experience fostering cooperative and collaborative working relationships.
Experience dealing with confidential materials and exercising good judgement and discretion in dealing with politically sensitive and confidential matters.
Proven political acuity and skills to respond to and deescalate issues.
Demonstrated knowledge of relevant Legislation Standards Acts and Regulations and industry best practices.
Demonstrated knowledge of a Customer Relations Management software or other relevant customer service technology and tools.
Experience identifying process improvements and innovation.
Demonstrated ability in the Regions core competencies.
Strong ability to develop relationships and work in a welcoming and inclusive environment where diversity is celebrated and where everyone can develop to their full potential.
Ability to work independently and with teams and with the ability to manage competing priorities.
Ability to travel to offsite locations as required.
Ability to work outside regular business hours as required.