Job Description

Contribute to the City of Hamilton, one of Canada's largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

Job ID #31084: Supervisor, Customer Support Services (Recreation)

Union:

CUPE 1041

ID #:

A9394

Close date:

Interested applicants please submit your application online at

www.hamilton.ca/city-council/jobs-city

by 4:00 p.m. on

May 28th, 2025.

Duration:

12 Months

Internal applicants should apply with your work e-mail address

.

External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.




SUMMARY OF DUTIES





Reporting to the Administration & Business Services Lead, the Supervisor, Customer Support Services (Recreation), co-ordinates, supervises and supports the recreation front line administrative staff in delivery of person-centred customer and administrative services within the recreation division. Shares responsibility for planning, development and evaluation of the processes and procedures, human resources allocations and budgetary requirements.



GENERAL DUTIES



Provides direction, leadership and co-ordination of teamwork. Directly supervises a staff team and manages their day-to-day work by scheduling, establishing priorities and delegation of duties while ensuring maximum utilization of human resources.





Responsible for the performance management of staff including motivation and supervision, staff hiring, evaluation of staff performance, discipline and completes performance appraisals.





Coaches and mentors' staff through support and guidance for staff development as required. Identifies and coordinates and delivers appropriate staff training.





Assists in the tracking and reporting on performance, utilization rates as part of the monitoring of targets and goals of the unit and to meet community needs.





Reviews and approves and/or recommends expenditures relating to front line staff administrative equipment and supplies. Ensures adherence to processes and procedures.





Leads on city-wide facility permitting process (rentals), seasonal registration launch, and recreation city-wide customer service delivery.






Responsible for the day-to-day operation of Recreation Administration Office service counter.





Responsible to co-ordinate, respond and provide required information to the marketing section, ensuring accuracy and deadlines are met.





Assists in the development of performance metrics and criteria for client service infrastructure, assists in the development, recommendation and interpretation of policies and procedures related to recreation client service.





Reviews and approves content of divisional intranet to ensure up to date and correct information is posted in a timely manner.





Provides quality service delivery of the program by developing an annual operational work plan that is in alignment with divisional and departmental plans to ensure the highest level of client satisfaction.





Ensures quality and efficient client service by reviewing client comments on service delivery and monitoring complaints, performance measurements and feedback from key stakeholders.





Completes regular cash handling reviews for recreation centres, golf, food services and other business areas within Recreation.





Ensures updated policies and procedures are distributed and followed to ensure that the information needed by users in the division and clients is timely and accurate.





Responds to complaints and inquiries in a timely and professional manner by investigating, evaluating and implementing solutions and prepares written reports to citizens and members of Council.





Interprets and ensures compliance with municipal and departmental policies and procedures such as Attendance Management and various specific By-laws or collective agreements.





Responsible for the co-ordination, preparation and monitoring of annual budget for area of responsibility. Provides administration and effective cost control of the allocated current and capital budget through utilization of performance standards, specifications, work program and procedures, monitoring of cost control reports and statistical data.





Represents respective areas in labour relations issues including participation in labour management meetings, providing input for Collective Agreements and grievance settlements.





Establishes and maintains an effective network of communication between senior management and subordinate staff, various public and private sector agencies, user groups, constituents, city departments and other levels of government.





Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.





Perform other duties, as may be assigned, which are directly related to the normal job function.



QUALIFICATIONS



1. A University degree or Community College Diploma in in public administration, social sciences, recreation/facility management, business administration or a combination of equivalent education and related extensive work experience.





2. Demonstrated previous supervisory, coaching, leadership and team building skills. Along with the ability to teach and train staff in quality recreation processes procedures.





3. Demonstrated knowledge of client service delivery principles and ability to manage an administrative support team.





4. Demonstrated knowledge and extensive experience in a range of core functions of the recreation portfolio, including recreation administration and customer service.





5. Ability to work in an automated environment, with demonstrated knowledge of Word, Excel, PowerPoint, Outlook, PeopleSoft, Xplor or other equivalent software, and/or other POS equipment as may be required.





6. Competent

administrative,

reporting

and budgeting ability. Experience in cash handling, balancing, securing and transaction recording.





7. Must possess excellent public relations, report writing, presentation skills and demonstrates the ability to lead and participate on diverse teams.





8. Demonstrated ability to establish and maintain effective working relationships within a multidisciplinary team with direct service staff to identify and meet the needs of the unit.





9. Demonstrated supervisory, coaching, leadership and team-building skills along with demonstrated decision-making and problem solving skills dealing with challenging situations.





10. Must possess excellent interpersonal skills with an emphasis on customer service in a diverse community. Strong public relations skills and the ability to interact and communicate effectively at all organizational levels.





11. Must possess and maintain current certification in "Standard" First Aid with CPR Level "C". (This must be clearly identified on your resume.) All "Standard" First Aid certificates must be issued by a training agency recognized by the Workplace Safety Insurance Board (WSIB). Please refer to the WSIB website www.wsib.on.ca for approved providers. At time of assessment (which could be as early as days after the posting closes), you will be asked to provide "proof" that you possess the required certificate(s).





12. Knowledge of the relevant applications of the the Employee Standards Act, W.H.M.I.S., union agreements, the Municipal Act, the Insurance Advisory Council Regulations, The Occupational Health and Safety Act, and Ontario Disabilities Act. Demonstrated knowledge of the Health and Safety Act and applicable regulations as it relates to the position. Knowledge of the Employment Standards Act and union agreements.





13. Provision of a vehicle for use on the job.



THIS POSITION REQUIRES A VALID CLASS "G" DRIVER'S LICENCE AND PROOF THEREOF IS REQUIRED AFTER HIRE



HOURS: 35 per week





NOTE: May be required to work regularly scheduled evenings and weekends based on operations, public utilization and program delivery.

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.