Job Description

Competition # : 37182

Department: Service Nova Scotia and Internal Services

Location: HALIFAX

Type of Employment: Permanent

Union Status: Exclusion - Non Union - NSPG

Closing Date: 11/18/2022 (Applications are accepted until 11:59 PM Atlantic Time)

About Us

At Service Nova Scotia and Internal Services, we impact every citizen, business and municipality and business 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 and Internal Services' 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.

About Our Opportunity

The Senior Customer Service Representative (Clerk 4) is responsible for the daily operations of the Customer Service Unit in Vital Statistics. This leadership role includes developing process improvements to improve the overall function of the Customer Service team. The Senior CSR provides supervision and leadership to 10 CSRs of the Customer Service Unit, which includes employee training and development, and performance management. The Senior CSR will focus significantly on team leadership, setting team goals, working cooperatively as a team, and monitoring the Customer Service workflow to ensure service standards are met.

The Senior CSR also provides subject matter expertise to the Customer Service CSRs regarding policies and legislation of the Vital Statistics Act and Change of Name Act. The Senior CSR provides support and assistance with complex transactions and escalated customer situations, along with performing more complex transactions of a Customer Service CSR. Duties will include composing letters, unique customer requests, cash handling/balancing, and highly secure inventories of blank certificates. The Senior CSR is the primary liaison between Vital Statistics and partners in other government departments, agencies, and law enforcement officials to perform investigations, while also providing information for decision support in those programs. The Senior CSR will focus on optimizing customer service while handling requests of a sensitive nature with tact and respect for confidentiality of information contained in Vital Statistics records.

Qualifications and Experience

As the successful candidate, you have five (5) years related experience. An equivalent combination of training and experience may be acceptable.

In addition, you have the following skills/experiences:

• Knowledge of Vital Statistics programs and services with a sound understanding of the interpretation and administration of Vital Statistics legislation, policies, and procedures as attained through training and experience .
• Progressive supervisory experience
• Strong communication (verbal and written)
• Exceptional interpersonal skills in a customer service environment
• Self-confidence to make appropriate decisions in work situations and the ability to analyze problems and organize work in a fast-paced environment
• Ability to perform multiple tasks in a confident manner, have good listening skills, and work cooperatively in a team setting by contributing to team goals and the objectives of the Vital Statistics program.
• The successful candidate must be able to compose their own correspondence in response to inquiries. Experience and/or training in cash handling and using Microsoft Office are required.

The following would be considered assets:

• Experience in providing training to staff.
• Bilingual ability in French and 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.

Equivalency

Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.

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. to learn more about our various benefits offerings and eligibility criteria.

What We Offer

• Career Development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career.
• Engaging workplace. Our Employees feel valued, respected, connected, and tuned in. We have forward-thinking policies and strategies.
• Countless Career Paths.
• Department Specific Flexible working schedules.

Pay Grade: CL 22

Salary Range: $1,868.53 - $2,066.70 Bi-Weekly

Employment Equity Statement:

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. If you are a member of one of these equity groups, you are encouraged to self-identify on your electronic application.

This is a bargaining unit position initially restricted to current civil service employees represented by the Nova Scotia Government Employees Union (NSGEU). If applying from outside a government office, employees must apply correctly via this link:

Failure to apply correctly means that your application will not be given first consideration as a bargaining unit applicant, and will only be included if external applications are pursued.

External applicants and current casual employees will only be considered if there are no qualified civil service bargaining unit candidates. PLEASE NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information.

Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer. We thank all applicants for the interest, however, only those selected for an interview will be contacted. All questions and concerns may be directed to Competitions@novascotia.ca.