If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.

The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti-racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.

As a Facilities Relationship Specialist you will play a key role in aligning customer service strategies with business objectives to enhance service delivery and foster collaboration between the Facilities team. You will do this by defining processes, policies, best practises, technologies and performance metrics to drive consistent and continuous improvement. You will maintain strong relationships with internal Facilities teams and City Business Units to address service challenges and leverage insights from customer issue management to identify opportunities for process improvements. Primary duties include: Coordinate feedback and recommendations across multiples Facilities divisions to create and implement an efficient system for capturing and tracking customer issues, inquiries and feedback. Establish and document standardized processes and workflows to ensure consistent, high-level customer care across all service lines with particular focus on supporting emergency response partners. Facilitates communication, addresses concerns and ensures timely resolution of issues maintaining consistency and efficiency Investigate and resolve complex customer inquiries, troubleshoot issues and propose solutions by maintaining open communication. Identify and implement process improvements based on feedback and insights from customers and internal teams. Use data gathering, advanced analytics, and problem-solving techniques to drive performance improvements and uncover opportunities for operational optimization across Facilities. Lead workshops, prepare briefing notes, agendas, materials, and track action items and completion status to ensure effective communication across teams. Promote a long-term perspective on service sustainment, advocating for initiatives that enhance service quality and can be maintained over time. Develop strategies to embed the benefits of the Corporate Coordinated Operations Management (CCOM) program into daily operations and monitor its continued success. Establish a continuous feedback loop with business unit customers to gather insights on their experience, expectations, and satisfaction levels, ensuring that customer needs are met and strategies are refined accordingly.

Qualifications

A degree in Business Management, Public Policy, Economics, Social Sciences or a related field. At least 5 years of experience working in strategic planning, project management, policy development, and /or business analysis. Experience in designing and executing strategies to improve customer service experience and strengthen long-term customer relationships would be considered an asset. Strong communication, relationship building, and interpersonal skills are required, including the ability to build trust, influence and resolve conflicts within a team environment.

Pre-employment Requirements

Successful applicants must provide proof of qualifications.

Workstyle

This position may be eligible to work from home for at least part of the time as one of several flexible work options available to City employees. These arrangements depend on the operational requirements of the role, employee suitability, and are subject to change based on operational needs and corporate direction.