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About the Role
As the Customer Service Leader, Access Centre (Program Admin Officer 3), you will provide supervision and leadership to service delivery employees in a frontline environment. You will ensure the delivery of quality customer service through the development of customer service-oriented teams. You play a key role in the administration of program and human resource policies and will step in on an acting basis when a Manager is absent.
Responsibilities
- Provide leadership and supervision to Customer Service Representatives, Senior Customer Service Representatives and other support staff.
- Ensure the delivery of quality customer service through the development of customer service-oriented teams.
- Recruitment and selection of staff.
- Performance planning/management.
- Forecasting staffing levels and scheduling staff.
- Administer program and human resource policies.
- Step in on an acting basis when a Manager is absent (as required).
Requirements
- Bachelor's degree plus five (5) years of related experience.
- Experience gained in a service delivery environment, involving direct supervision of team members.
- Experience developing and implementing employee development plans.
- Superior observation and communication skills to provide daily feedback to team members in a constructive, accurate, and meaningful way.
- Knowledge of program development and implementation methodology.
- Knowledge of programs and services provided by the government.
- Strong client service orientation with effective communication skills to work with team members, clients, and internal/external agencies and government departments.
- Strong organizational commitment, analytical thinking skills and leadership ability.
- Demonstrated proficiency in MS Word, PowerPoint, Excel, Outlook and web-based sharing software such as SharePoint.
Skills
- Observation
- Communication
- Client service
- Organizational commitment
- Analytical thinking
- Leadership
- MS Word
- MS PowerPoint
- MS Excel
- MS Outlook
- SharePoint
Location
- SYDNEY
Work Type
- Permanent
- Full-time
Experience Level
- 5 years of related experience
- 9 years of relevant experience (equivalency)
- 2 years of college and 7 years of relevant experience (equivalency)
Education Level
- Bachelor's degree
- 2 years of college (equivalency)
Salary/Compensations
- $2,805.63 - $3,410.48 Bi-Weekly
Benefits
- Defined Benefit Pension Plan
- Health Insurance
- Dental Insurance
- Life Insurance
- General illness coverage
- Short Term Disability
- Long Term Disability
- Vacation
- Employee and Family Assistance Programs
About the Company
- At Service Nova Scotia, we impact every citizen, business and municipality in Nova Scotia.
- Our mandate is to design and deliver programs and services to meet the needs of our clients and the public good through a culture of excellence.
- Service Nova Scotia's vision is to be a recognized leader in service and public protection that delivers trusted, accessible, modern programs, and contributes to Nova Scotia as a safe and desirable place to live, work and do business.
Equal Opportunity
- Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve.
- The Government of Nova Scotia has an Employment Equity Policy, and we welcome applications from Indigenous People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities and Women in occupations or positions where they are under-represented.
- We are committed to providing an inclusive and accessible recruitment process.
- Candidates may request accommodations based on any grounds protected by the Human Rights Act.