Description
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 that's expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier 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 Canada's 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 full-time employee and includes employer-matched contributions.
- Employer of Choice - Recognized as the highest-ranking 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 day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.
- Inclusive and Diverse Workforce - We're 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.
ABOUT THE ROLE
This position is responsible for developing and providing communication advice and support for escalated concerns from customers and elected officials offices. Engages with program areas to provide customer experience guidance on customer issues, options and addressing customer concerns. Identifies and reports on customer service trends and issues. Collaborates with others in the department to optimize the customer experience. Prepares reports for management and provides recommendations for customer experience improvements. Assists with the implementation of customer experience initiatives across the department.
WHAT YOU'LL 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 cross-functional teams to find resolutions.
- Maintains records of customer interactions, inquiries, and resolutions in the Customer Response Management (CRM) system.
WHAT WE'RE 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 Region's core competencies.
- Intermediate skills in MS Office Suite, including the use of virtual platforms.
- Excellent interpersonal skills and ability to connect with a range of internal and external stakeholders while focusing on fostering collaborative work relationships.
- Strong report writing, analytical and presentation skills and work to tight deadlines.
- 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.