Job Description

Division: Strategy and Transformation

Department: Communications and Public Engagement

Term: 1 Permanent Full Time position available.

Closing Date: 01/06/2026

Labour Group: SCMMA

Posting: 4837

Job Summary

This position performs supervisory functions related to the Customer Service team and monitors public inquiries daily.

Duties & Responsibilities

Supervises the activities of the Customer Service team, including all aspects of addressing and tracking public inquiries within the Customer Relationship Management/311 system. Supervises, schedules and trains assigned staff, and ensures duties are performed in accordance with City and Departmental policies and standards. Assists with the recruitment process and performs disciplinary action, as required. Oversees the Corporate knowledge base and maintains communication with internal stakeholders. Reviews and recommends improvements to customer service and tracking programs within the Department. Resolves issues regarding customer concerns or questions related to Service Saskatoon policies and practices,and is responsible for a customer tracking system. Assists with the development of Customer Service policies, procedures, manuals and directives for the section and monitors and ensures accuracy in responses to public inquiries and implementation of policies. Performs the duties of the Corporate Service Delivery Coordinator as required. Performs other related duties as assigned.

Qualifications

Education, Training and Experience Requirements:

Graduation from a two-year, post-secondary program in a related field. Four to six years' experience in customer service, including two years' in a supervisory role. Possession of a valid, Class 5 Saskatchewan Driver's Licence. Current driver's abstract from SGI demonstrating a safe driving record.

Knowledge, Abilities and Skills:

Ability to supervise and develop staff. Ability to analyze data, identify underlying issues/problems, and recommend required changes. Ability to establish and maintain effective relationships with assigned staff and the public. Ability to communicate effectively orally and in writing. Skill in the use of a computer using the Microsoft Office suite

Weekly Hours:

36.67

Salary Range:

$71,064.48 to $83,177.52 CAD per annum (2023 rates)

Diversity, Equity and Inclusion

The City of Saskatoon offers an inclusive workplace that embraces diverse backgrounds. As an equity partner with the Saskatchewan Human Rights Commission (SHRC), the City commits to diversity, equity and inclusion in our workplaces. By having our workforce reflect the community we serve, we support the realization of miyo-pimatisiwin, (me-o-pi-ma-ti-si-win) "the good life", for all residents. To learn more about Diversity, Equity and Inclusion at the City, please visit Saskatoon.ca/diversity

Accommodation

The City of Saskatoon strives to provide an accessible and inclusive workplace for all, including throughout the application and selection process through reasonable access and accommodations. Should you require accommodation through any stage of the recruitment process, please email talentacquisition@saskatoon.ca.

While we appreciate all applications we receive, only candidates under consideration will be contacted.

Our Recruitment Process: Application > Posting Closes > Resume Review > Pre-screen/Interview > Offer > Pre-Employment Conditions > Welcome to the City