Manager of Customer Service and 311 (Bilingual - English/French) EX21-109

Employment Opportunity Notice


The City of Greater Sudbury

requires a

Manager of Customer Service and 311
(Bilingual – English/French)

Reporting Location: Tom Davies Square

Permanent Position

Start Date to Follow Selection Process

The Customer Service and 311 Section, Communications and Community Engagement Division, Officer of the Chief Administrative Officer of the City of Greater Sudbury, requires a Manager of Customer Service and 311 (Bilingual – English/French). The successful candidate must possess the qualifications and perform the duties, as set out below. The current range of pay for this position is $3,520.30 to $4,144.00 bi-weekly.

Main Function:

Responsible to the Director of Communications and Community Engagement for the complete management of the 311 Call Centre and Tom Davies Square Citizen Service Centre (CSC) and organizational customer service initiatives, in support of quality customer service outcomes and the Business Plan for the Section.

Division of time by area of accountability: 70% day-to-day and strategic direction and oversight of Call Centre and CSC activities, 30% day-to-day and strategic direction of organizational customer service initiatives.


Under the general direction of the Director of Communications and Community Engagement:

  1. Prepare and execute a business plan related to 311 and Customer Service (311/CSC).
  2. Provide leadership to ensure the effective coordination and operation of the 311 system so that it becomes the primary hub for first-call resolution of routine service inquiries.
  3. Manage the financial, human and physical resources of the 311 Call Centre and the Tom Davies Square Citizen Service Centre in alignment with the City of Greater Sudbury’s (CGS) vision and values and in accordance with the annual Business Plan.
  4. Drive the ongoing development of a customer service culture across the organization, supported by effective policy and process frameworks and responsive customer service systems.
  5. Develop, monitor and make recommendations based on key performance indicators in the delivery of customer service standards for the section and the organization.
  6. Ensure the provision of appropriate, ongoing training and coaching of CGS employees and 311/CSC as it relates to customer service excellence.
  7. Develop collaborative relationships and work closely with other teams and departments to align the 311 and CSC service as a business partner for operational and reputational success.
  8. Provide strong, dynamic leadership that mentors, develops, and guides team members and other CGS employees to provide excellent customer service.
  9. Stay abreast of trends in customer service and call centre and CSC operations to lead sectional, divisional, and organizational change as it relates to those areas.
  10. Responsible for ensuring operational flexibility in order to respond to both low and peak periods of activity in order to ensure quality customer service.
  11. Participate in the identification of and change process for new technologies that will move forward the Section’s and the organization’s objectives as it relates to customer service.
  12. Prepare the Section's draft operating budget for approval by the Director of Communications and Community Engagement.
  13. Supervise and direct Section employees; conduct job performance appraisals, salary reviews, discipline and act as Management’s representative in the Grievance Procedure in accordance with the respective Collective Bargaining Agreement.
  14. Prepare written reports, briefs, and other communications for internal and external audiences.
  15. Liaise with senior managers, staff and external organizations and partners to further the objectives of the Section and of the organization.
  16. Provide support and advice to the Director of Communications and Community Engagement on the direction, development, planning, integration and alignment of the Division’s strategic, business improvement and change management initiatives.
  17. Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers.
  18. Lead and/or direct specific customer research programs, dialogue and other forms of engagement to understand key concerns and issues and inform review and enhancement of customer services and service delivery models.
  19. Prepare staffing schedule including staffing requirements for the CSC, after hours emergency call out of 311 call centre staff.
  20. Ensure security of safe/vault through appropriate resources.
  21. Develop and maintain a thorough working knowledge of CGS’s Safety Manual and the applicable Provincial Legislation listed therein.
  22. Perform other related duties as required.


Education and Training:

  • Successful completion of a university degree from a recognized university with Canadian accreditation.
  • Additional education initiatives to update and expand competencies.


  • Minimum of four (4) years experience leading teams, groups or projects in a large, unionized, and highly diversified public or private sector organization, including two (2) years in client relations or customer service.


Education and Training:

  • Successful completion of a college diploma from a recognized community college with Canadian accreditation.
  • Additional education initiatives to update and expand competencies.


  • Minimum of six (6) years experience leading teams, groups or projects in a large, unionized, and highly diversified public or private sector organization, including two (2) years in client relations or customer service.

Knowledge of:

  • Customer service trends and strategies

  • Current and emerging management issues at CGS
  • Applicable legislation and related regulations
  • Current and emerging call centre technologies and protocols

Abilities to:

  • Lead a team or project group to successfully achieve its goals and objectives

  • Understand and meet the needs of customers including a demonstrated understanding of community needs for municipal services.
  • Build the values of the organization into programs, services and policies.
  • Set and achieve high standards for the service areas
  • Create connections and partnerships with others to achieve objectives
  • Identify and resolve or mitigate issues
  • Read, understand, analyze and formulate recommendations from data
  • Understand, plan for, and deliver on business objectives
  • Mental and physical fitness to perform essential job functions.


  • Excellent use of English; verbally and in writing.

  • Excellent use of French; verbally and in writing.


  • May require the use of a personal or CGS vehicle on CGS business. Must be physically capable of operating a vehicle safely, possess a valid driver’s licence, have an acceptable driving record, and personal insurance coverage.

Leadership Competencies:

Tactical Implementation (II)


Competency Definition

Level Definition


Take a creative approach to problems or issues, “think outside the box”, go beyond the conventional, and explore creative uses of resources.

Level 4: Takes action to innovate

Judgment and Decision Making

Make sound decisions involving varied levels of complexity, ambiguity and risk.

Level 3: Develops alternatives before making complex decisions


Work and communicate collaboratively within City of Greater Sudbury to create alignment within and across teams and groups.

Level 3: Collaborates beyond one’s area

Customer/Citizen Focus

The desire to work closely with internal and external customers to meet and exceed their expectations.

Level 3: Monitors and improves quality of customer service

Organizational Awareness

Learn and understand the key relationships, diverse interest groups and power bases within one’s own and other organizations.

Level 3: Understands climate and culture

Planning, Coordination & Execution

Plan and coordinate work to achieve desired results on a consistent basis.

Level 4: Plans and executes broad implementation efforts

Developing Others

The genuine intent to foster the long-term learning or development of others by recognizing and supporting their developmental interests and needs, and encouraging opportunities for learning.

Level 3: Provides feedback to encourage ongoing development

Holding Self & Others Accountable

Hold others accountable to execute to high standards of excellence and hold themselves accountable to the same or higher standard.

Level 4: Acts to address performance issues


Inspire others to work toward common goals by engaging and empowering them, and providing clarity and direction.

Level 3: Obtains resources and takes care of the team


Adapt and work effectively within a variety of situations, and with various individuals or groups.

Level 3: Adapts approach

Interpersonal Communication

Communicate effectively by reflecting on verbal and non-verbal behaviour, being attuned to the needs, perspectives and sensitivities of others and acting with them in mind.

Level 4: Makes insightful assessments

Managerial Courage/Integrity

Acting with integrity, ensuring one’s actions are consistent with City of Greater Sudbury’s values and expectations.

Level 3: Is honest and candid with managers, peers or external parties

Leadership Presence

Develop and maintain a sense of presence and emotional maturity and have an inner confidence that one can succeed and overcome obstacles.

Level 4: Demonstrates resilience


For more information on leadership competencies, please see our Leadership Competency Dictionary.

How to Apply:

Qualified candidates should submit their résumé in confidence by Tuesday, March 16, 2021 at 4:30 PM by: e-mail to: or facsimile number: 705-688-3979. Any application received after this deadline will not be considered. Please reference the Employment Opportunity number (EX21-109) on your resume.

For further instructions on how to apply to this position, please visit our How to Apply section.
The City of Greater Sudbury is dedicated to maintaining a fair and equitable work environment, and welcomes submissions from all qualified applicants.

Personal information submitted will be used for the purpose of determining suitability for this competition only in accordance with The Municipal Freedom of Information and Protection of Privacy Act. All applicants are thanked for their interest in this position. Only those selected for an interview will be contacted. If contacted, and you require a disability related accommodation in order to participate in the recruitment process, you must advise the Hiring Manager.