The Opportunity

Reporting directly to the Supervisor, Recreation Customer Service, this role is responsible for overseeing the delivery of front-line customer service excellence in multiple recreation facilities. The coordinator will promote service excellence guidelines standards of delivery by leading the customer service teams to provide service support to a variety of business areas in the Community Services department that compliments the services provided by the Service Caledon team. As the Coordinator, Recreation Customer Service, you will perform the following duties, including but not limited to:

• Requirement to lead and coordinate staff. Prioritize, assign, evaluate and observe the work of the customer service team and provide technical and professional advice.
• Foster team spirit and high employee morale. Manages absences to ensure adequate support coverage.
• Collaborate with business partners (stakeholders) to ensure end-to-end service excellence
• Make recommendations to the supervisory team in Customer Service to improve service quality results by studying, evaluating, and re-designing processes in collaboration with the other Coordinators. Monitor business and process metrics to measure and manage customer service effectiveness.
• promote and assist with service delivery of all areas of recreation – programs, fitness, facilities, as well as Service Caledon. Responsible for cash handling and financial management of the customer service team including inventory and budget management.
• Respond to and resolve escalated customer issues using sound judgement with emphasis on customer satisfaction.
• Work with HR on hiring, performance evaluation discipline etc. as required. Provide input to the career development of assigned staff, including technical direction, training recommendations, coaching, and mentoring
• Maintain responsibility for assigned duties within the departmental and/or corporate Business Continuity Plan
• Develop, maintain and work to improve job related standard operating procedures
• Participate in all mandatory training requirements
• Perform additional duties and undertake special projects as assigned

The Ideal Candidate

We are seeking a passionate professional with a post-secondary diploma in in Business Administration, Recreation Studies, or a closely related field with certification in Standard First Aid, CPR. Our ideal candidate has minimum 3-5 years related experience in client service role, preferably in municipal setting and dealing with multiple service areas.

The ideal candidate will have demonstrated analytical and problem-solving skills involving recreation software. We are seeking an individual with superior interpersonal skills including the ability to work effectively in a team environment, a demonstrated ability to make decisions involving customer service and service delivery, and excellent verbal and written communication skills.

The successful candidate for Coordinator, Recreation Customer Service will be required to work a flexible schedule, including in the office, remotely and after hours (as required).

This position offers a salary range of $89,929.32 to $112,411.65 plus a competitive benefit package.

Satisfactory passing of a vulnerable sector check, and proof of qualifications will be required of any successful candidate(s) for this position.

The Town is committed to diversity and inclusivity in employment and welcomes applications from qualified individuals of diverse backgrounds. The Town is an equal opportunity employer that is committed to an inclusive and barrier-free workplace. If your application requires accommodation, please contact People Services at (905) 584-2272 Ext. 4738.

Applications for this posting will be accepted untilApril 6th, 2026, 12:00PM EST**.