Province of Nova Scotia
Customer Service Leader
Job Description
Type of Employment: Term
Union Status: NSGEU – NSPG
About Us
Putting yourself in the shoes of customers, understanding their needs and creating a good first impression are important elements in delivering excellent customer service. We all know the power of first impressions. How people perceive us during the first few seconds of an encounter has a major influence on whether they will do business with us. To create a positive first impression, we need to provide our clients with an exceptional interaction.
At Service Nova Scotia, we touch every citizen, business and municipality in Nova Scotia. We conduct over five million client interactions each year through the various programs and services we deliver on behalf of government. We continuously strive to make our programs and services more responsive to the needs and expectations of Nova Scotians.
Are you a collaborative leader who is effective at building strong relationships? Do you thrive in a continuously evolving environment where you need to manage competing priorities? Are you interested in leading a team that makes a difference? If so, we hope to hear from you.
About Our Opportunity
As Customer Service Leader (Program Admin Officer 3), you will provide supervision and leadership to service delivery employees in a frontline environment. You will provide leadership and supervision to Customer Service Representatives, Senior Customer Service Representatives and other support staff. You will also ensure the delivery of quality customer service through the development of customer service-oriented teams.
Other responsibilities include: recruitment and selection of staff, performance planning/management, forecasting staffing levels and scheduling staff. In this position, you play a key role in the administration of program and human resource policies. You will also step in on an acting basis when a Manager is absent (as required).
Qualifications and Experience
To be successful in this position, you possess a Bachelor’s degree and five (5) years of related experience. An equivalent combination of training and experience may be considered. You have experience in a leadership role where you have coached employees and performance managed teams. You demonstrate a strong customer service orientation through the ability to assist customers while following policies and procedures.
Other required skills include:
- Excellent leadership, interpersonal, and team-building skills;
- Excellent verbal and written communication skills;
- Strong analytical and organizational skills;
- Proficiency in standard office software applications (word processing, presentation software, spreadsheets);
- Ability to multi task in a fast-paced environment.
The following would be viewed as assets: knowledge of the programs and services delivered by Service Nova Scotia and Municipal Relations (in particular Registry of Motor Vehicles) and bilingualism (French & English).
We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.
Benefits
Based on the employment status and union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as Health, Dental, Life Insurance, Pension, General Illness (Short and Long Term), Vacation and Employee and Family Assistance Programs.
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