Assistant Manager, Customer Experience (TERM)

Date Posted: 02/07/2024
Req ID: 35926
Faculty/Division: Faculty of Kinesiology & Physl Ed.
Department: Faculty of Kinesiology & Physl Ed
Campus: St. George (Downtown Toronto)
Position Number: 00009861

Description:

About us:

The University of Toronto’s Faculty of Kinesiology and Physical Education is globally recognized for developing and advancing knowledge about the interactions of physical activity and health through outstanding undergraduate and graduate education programs, cutting-edge research and the delivery of sport, recreation and high performance athletic opportunities for students, staff, faculty and community members across the three campuses. Inachieving this vision, the Faculty is guided by values of integrity, respect, equity and diversity. https://kpe.utoronto.ca/.

Your opportunity:

Under the general direction of the Manager, Customer Experience the Assistant Manager is responsible for the implementation and oversight of daily work duties for staff under their direction and for office operations and systems in the Membership Experience area.

Your responsibilities will include:

• Assisting the manager with developing annual customer service objectives and action plans, evaluating systems and processes, analyzing customer service procedures and making recommendations for improvements. Reviews completed work to ensure the standard of service delivery is met.
• Developing work flow schedules, resolving scheduling conflicts and overseeing all aspects of supervising staff in a way that optimizes team work
• Liaising with other staff regarding program changes and registrations, updating registration systems records; and providing point of contact information on all program and services additions, cancellations, and modifications.
• Verifying membership status for clients/customers;assisting with the administration of access for special user groups; handling feedback from facility users.
• Providing assistance to front-line staff with challenging situations, resolving issues within the scope of the role and escalating problems as required
• Assisting with projected expenses, revenue targets, relevant budget, financial reports, and purchases; overseeing monthly membership payments; ensuring secure handling of membership passes and investigating identified financial transactions
• Assisting with recruiting, hiring, orienting and developing staff; ensuring staff orienting focuses on the core values of equity and diversity. Providing manager support and assistance with personnel issues.

Essential Qualifications:

• Advanced College Diploma (3 years) or acceptable combination of equivalent experience.
• Minimum of 5 years front line customer service experience, including two years supervisory & demonstrated leadership experience
• Minimum of 3 years experience working in a sport & recreation facility, preferable in a customer service capacity
• Experience supervising and scheduling unionized staff
• Excellent communication (oral and written) and customer service skills
• Proficiency with Fusion Recreation Management Software, ROSI (Repository of Student Information), Microsoft Outlook and Microsoft Excel
• Ability to lead a team by working collaboratively with team members; with experience training staff
• Ability to interact diplomatically and sensitively with clients accompanied with the understanding of and the ability to communicate the Faculty’s policies on equity and diversity
• Ability to understand budgets and other financial reports and statements.

To be successful in this role you will be:

• Diplomatic
• Efficient
• Problem solver
• Resourceful
• Self-directed

Closing Date: 02/16/2024, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Term - Term position ending in August 2024
Schedule: Full-Time - Evening and weekend work will be required
Pay Scale Group & Hiring Zone:
USW Pay Band 10 -- $69,455 with an annual step progression to a maximum of $88,819. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Athletics

Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.