Opening Statement
Kingston’s vision of being a smart, livable 21st century city is fast becoming reality. History and innovation thrive in our dynamic city located along the beautiful shores of Lake Ontario, an easy drive from Toronto, Ottawa and Montreal, in the heart of eastern Ontario. With a stable and diversified economy that includes global corporations, innovative startups and all levels of government, Kingston’s high quality of life offers access to world-class education and research institutions, advanced healthcare facilities, affordable living and vibrant entertainment and tourism activities.
Position Summary
The Supervisor, Licensing & Enforcement, is responsible for the day to day supervision and operation of the Licensing, General By-law and Animal Control enforcement and Property Standards Division staff. This position ensures effective and efficient customer service delivery and is responsible for providing leadership and guidance to a team.
The Supervisor will monitor and support staff in the field. This position will effectively problem solve situations including dealing with conflict between staff, and between staff and customers. The Supervisor will apply collective agreement language, policies and procedures and coach staff regarding the same, along with providing mentoring to staff to develop skills and competencies. The Supervisor will oversee daily operations of the front customer service counter for the Planning, Building and Licensing team. The Supervisor will work closely with the Customer Service team to ensure consistency in messaging and appropriate resolution to customer concerns and inquiries.
KEY RESPONSIBILITIES:
Oversee the scheduling of staff, manage attendance, train and provide coaching and feedback;
Investigate complaints and incidents, perform proper follow up to investigations, implement corrective actions, document and implement performance standards;
Ensure compliance with legislation, policies, by-laws and department protocols, while modeling the values of the City of Kingston;
Identify and recommend changes to improve service delivery standards, models and systems to enhance service delivery;
Remain current with changing industry standards, legislation and by-laws;
Provide recommendations regarding various aspects of operations including policies and procedures;
Lead by example and continually emphasize healthy and safe practices and procedures while coaching and providing constructive feedback as needed;
Supervise all aspects of performance including shadowing staff in the field, providing frequent coaching and feedback, and managing health and safety issues including attendance;
Deliver quality, customer focused services with regards to front customer service counter, data processing, file management, and other administrative functions;
Liaise with community groups; resolve complaints and concerns; prepare responses and reports to Council and Committees.
Qualifications, Competencies
Diploma/Degree in Business Management, Public Administration or a related field;
3 years of related experience or experience working in a fast paced, high volume working environment (preferably in a unionized environment) is required;
Experience dealing with difficult situations/clients and effectively finding solutions to conflict;
Experience monitoring budgets, dealing with financial systems and complying with legislation;
Experience in a public sector setting is preferred;
Supervisory experience;
Required to obtain and maintain satisfactory Criminal Record Check (CPIC) at own expense;
Ability to work outside regular business hours as needed;
Must demonstrate corporate competencies of Customer Focus, Teamwork, Results Orientation, Integrity.
Skills, Abilities, Work Demands
Exceptional conflict resolution skills;
Excellent verbal and written communication skills;
Strong, effective customer service and interpersonal skills;
Ability to liaise with and build relationships with internal and external stakeholders such as governments, police, community services, citizens and staff;
Strong leadership skills combined with the ability to coach, motivate, mediate, and facilitate discussions, team player;
Strong public relations skills and the ability to articulate, initiate and introduce new initiatives and ideas;
Proficient skills in MS Office VTAX, MPAC City-view, and TRIM;
Strong and effective problem solving and conflict resolution skills, multi-tasking skills;
Ability to maintain confidentiality, possess tact and diplomacy;
Strong organizational skills and with the ability to prioritize work in a demanding environment;
Strong administrative experience is required. Preference will be given to candidates that have experience dealing with financial transactions including bank deposits and corporate financial polices/procedures;
Ability to research, analyze, and formulate solutions to complex issues;
Familiarity with delivering enforcement services in a municipal environment;
Proficient knowledge of related by-laws, policies, procedures, legislation and initiatives. (Municipal Act, Occupational Health & Safety Act);
Ability to work outside regular business hours.
Closing Statement (Internal Career Opportunties)
Please apply to Internal Career Opportunities at: www.cityofkingston.ca/MyCareer Your resume must clearly demonstrate how you meet the requirements of the position. Please upload to your profile, any educational Degrees, Diplomas and/or Certificates that are relevant and required for the position you are applying to. We thank all of those who apply; however, only those selected for further consideration will be contacted. The City of Kingston is an equal opportunity employer. Accessibility accommodations are available for all parts of the recruitment and selection process. Applicants need to make their needs known in advance. Information collected will be handled in accordance with the Municipal Freedom of Information and Protection of Privacy Act.
