Lead Coordinator, Client Services

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About the position :

This position supports a 24/7 service. Standard shift options are 8:00 AM4:00 PM (Day) 4:00 PM12:00 AM (Evening) and 12:00 AM8:00 AM (Night). Shifts are scheduled in blocks of five consecutive days which may include weekends. The specific schedule will be confirmed every two weeks based on operational needs and will total 35 hours per week.

Position purpose:

Outside regular operating hours and in collaboration with the immediate supervisor this position coordinates the delivery of highquality information services for all service points within the residence facilities.
It supervises the work of information agents and ensures exceptional service for current and prospective students the university community and the general public by deploying the necessary means to maximize the use of available resources.
It also contributes to revenue generation by promoting all available programs and services and provides recommendations for developing new revenue sources for the department.

In this role your responsibilities will include:

• Provide highquality information services to clients in order to promote the Universitys residences to current residents prospective students (domestic and international) and the general public.

• Supervise employees and support recruitment and hiring initiatives (staffing performance evaluation goal setting work assignment management of leave and absences etc.).

• Ensure team members have the training and tools required to perform their work. Train and provide feedback to employees to encourage a culture of continuous improvement and service excellence aligned with the University of Ottawas vision.

• Coordinate weekly work schedules and allocate staff responsibilities based on needs and priorities to ensure optimal customer service.

• Work with the Customer Service Manager to establish standards for evaluating service quality and develop effective measurement tools (analyses detailed reports surveys investigations statistics) to improve service quality and prevent crisis situations.

• Participate in operations management and analyze client interactions through call monitoring and reviewing email responses (Talisma CRM) recommending improvements to ensure service quality.

• Act as a secondlevel resource for complex issues requiring restricted access or to assist team members and/or oncall staff (coordinators/managers/directors) in resolving conflicts that may arise with students or clients.

• Handle analyze and respond to client complaints and feedback regarding all services offered by the residence department ensuring timely followup to maintain the Universitys reputation for excellence.

• Ensure adherence to professional ethics and confidentiality standards within the team.

• Monitor the quality of administrative and financial operations the sale and rental of various services physical access controls and ensure that transactions/access comply with University regulations.

• Participate in administrative activities of other operational sectors within residence services (room assignments movein/moveout periods open house events etc.) as well as special projects or departmental initiatives.
  

What you will bring :

• Postsecondary diploma in administration management or another relevant field or equivalent experience.

• Minimum of 2 years of experience in human resources management/supervision.

• Customer service experience including acting as a resource person cash handling and administrative/financial procedures.

• Bilingualism French and English (spoken and written).

• Callcentre experience is an asset.

• Strong analytical and problemsolving skills.

• Ability to work independently and as part of a team.

• Thoroughness and attention to detail.

• Organizational awareness and ability to work under pressure.

• Strong communication skills.

• Ability to motivate and engage employees.

• Experience with computer systems such as spreadsheets word processing presentation software scheduling tools email Internet and CRM systems.

• Experience writing interpreting and applying regulations methods and procedures.

• Experience applying emergency measures and procedures.

• First Aid CPR C and AED certification from a recognized Canadian organization is considered an asset.

Key Competencies at uOttawa:
Here are the required competencies for all or our employees at uOttawa:

Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect teamwork and inclusion where collaboration innovation and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply we welcome applications from qualified Indigenous persons racialized persons persons with disabilities women and LGBTQIA2S persons. The University is committed to creating and maintaining an accessible barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment assessment and selection processes. Applicants with disabilities may contact to communicate the accommodation need. All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.

If this is a front-line position with responsibilities to interact with students selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Prior to May 1 2022 the University required all students faculty staff and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 Covid-19 Vaccination. This policy was suspended effective May 1 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.