Manager Customer Service

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The Social Justice Tribunals Ontario (SJTO) is a cluster of eight adjudicative tribunals with a mandate to resolve applications and appeals brought under nine statutes relating to child and family services oversight, youth justice, compensation for victims of violent crime, human rights, residential tenancies, disability support and other social assistance, and special education.

Consider this position within SJTO at the Landlord and Tenant Board where you will manage the day-to-day operations of an assigned office to ensure service excellence in the provision of a range of services. These services include comprehensive inquiry services, case management, hearings and applications processing in support of the Landlord and Tenant Board (LTB) mandate.

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About the job

In this position, you will:
• ensure adherence to standards for consistent service and organizational excellence by ensuring that landlords and tenants are informed about their rights and obligations under the Residential Tenancies Act
• develop and communicate strategies and plans for new and improved models, systems and best practices (i.e. scheduling, case management, streamlining of processes and new technologies)
• provide expertise in the resolution of customer service issues including the interpretation and application of legislation, direct support to the adjudicative process
• develop, implement and communicate local administrative systems and standards, tools and operational procedures to ensure consistency in service delivery throughout the Region
• manage assigned staff within the Customer Service Team

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What you bring to the team

Management, Leadership and Project Management Skills:

• you can manage a team of staff at various levels, evaluate performance and participate in labour relations matters
• you can plan, organize and set work priorities and standards
• you can manage projects and manage deadlines and competing interests

Customer Service and Relationship Management Skills:

• you have demonstrated expertise in the resolution of customer service issues including the interpretation and application of legislation
• you can direct support to the adjudicative process including involvement in the timely scheduling of hearings, facilities set up and security
• you can direct support in the resolution of customer complaints

Technical Knowledge and Skills:

• you have knowledge of procedural techniques, the mediation and adjudication process within an adjudicative agency
• you understand the administrative justice system, the jurisdiction and mandate of the LTB under the Residential Tenancies Act
• you have knowledge of human resources management best practices, processes and program
• you have knowledge of case management methods and best practices to manage case management processes and systems

Communication and Presentation Skills:

• you can provide briefings and prepare various materials including operational procedures, standards, tools, training and planning materials
• you can prepare and deliver presentations to staff and management

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Additional information:

Note:

• In accordance with the Ontario Public Service Employment Screening Checks Policy, the top candidate(s) may be required to undergo a security screening check. Please refer to the Additional Information / Address section above to determine the screening checks that are required for this position.
  
  You will be responsible for obtaining the criminal record check at your own expense and provide it, along with your written consent, to the Transition and Security Office (TSO), HR Service Delivery Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional screening checks as indicated in the Additional Information / Address section above that were not obtained directly by you. (Note: If a Vulnerable Sector Screening/Check is required, it must also be obtained in person at your local police service.)
  
  A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Screening check records will be maintained by the TSO and kept strictly confidential.
• T-AG-114630/17

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Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.