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 Commercial Inspections Technical Support Officer, 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.