Title:  Coordinator Service London-C1465

Summary of Duties:

Reporting to a manager in Service London, the Coordinator, Service London works independently and in a team environment to support program initiatives that build Service London capacity across the Corporation. Working collaboratively across various Service Areas, the Coordinator will assess services and programs and recommend and develop solutions that will include design, development and delivery of related databases, policies, standards, documents and work plans.

Work Performed:

• Develop and recommend strategies and solutions that support program initiatives identified in the Service London Implementation Plan.
• Coordinate and implement Customer Service Standards using project management principles, including drafting content, document control and web authoring.
• Design, develop and implement SharePoint projects focused on Service London’s mandate and deliverables; ensure compliance with SharePoint document management and control.
• Facilitate and implement the Customer Relationship Management (CRM) Knowledge Base, ensuring City internal partners are supported in content management and document control.
• Ensure awareness and understanding of CRM Platform content as it relates to divisional operations across the Corporation.
• Address formal concerns raised by the public regarding Service London and related services, as per policy and procedure.
• Conduct CRM audit and assessments and define competencies required among corporate CRM users.
• Investigate and develop processes and instruction to support effective software applications in program delivery.
• Assist with the implementation of approved strategies and develop comprehensive reports to communicate progress and milestones.
• Develop measures to evaluate outcomes and revise programs or recommend changes to systems, procedures and methodologies as necessary.
• Review and coordinate internal partner input; evaluate and recommend amendments and/or additions to applicable policies and plans.
• Provide expertise and technical assistance, and gather information to develop policies, initiatives, and programs, and supplementary documents and resources.
• Deliver timely and accurate work plans.
• Maintain records and files to demonstrate effective document control and compliance.
• Develop contacts within and outside the Corporation as necessary to maintain best work practices and identify developments.
• Participate in the preparation of reports to Committees, community partners and other groups.
• Perform related duties as assigned.

Qualifications:

• Four-year degree in Social Sciences, Business Administration, Information Technology or a related field.
• Certification in Project Management or business improvement methodologies is an asset.

Experience:

Three years of related experience in a customer service environment or supporting customer relationship management software is required.

Specialized Training & Licenses:

• Demonstrated ability to contribute as a member of a team and to work independently, demonstrating initiative and the ability to carry out instructions.
• Demonstrated effective verbal, written, interpersonal, communication, facilitation and presentation skills with the ability to liaise effectively with members of the public and individuals throughout the Corporation.
• Demonstrated excellent organizational and time management skills and the ability to effectively coordinate a number of projects simultaneously.
• Advanced understanding of Microsoft Suite (Word, Excel, PowerPoint) and ability to use relevant software applications including Microsoft Dynamics CRM and SharePoint.

Compensation & Other Information:

62,220 - 90,408 (Level 14)

This posting is for one (1) temporary full-time up to 2 years position.

Current hours of Work: Monday - Friday from 8:30 a.m. to 4:30 p.m.

Work Arrangement: Hybrid. Subject to change in accordance with business requirements.

These hours of work are subject to change in accordance with the Collective Agreement and may include evening hours and Saturdays.

NOTE: Applicants may be required to complete a job related test.

Police Record Check:

The successful candidate will be required to complete a Criminal Record Check.