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Customer Service Manager wanted in Toronto, Canada

Toronto is Canada’s largest city, the fourth largest in North America, and home to a diverse population of about 2.8 million people. Consistently ranked one of the world’s most livable cities, Toronto is a global centre for business, finance, arts and culture. In collaboration with the public, designers and the building industry, the Toronto Building Division works to create a safe, healthy, sustainable and accessible built environment across the city in compliance with the Ontario Building Code Act.

This is achieved through the review of applications to demolish, alter or construct buildings, inspections during construction to ensure compliance with the Building Code and issued permits, issuing of orders to enforce compliance, as required, and the administration and enforcement of the City of Toronto’s Sign By-law.

As Manager of Customer Service & Issues Management, you’ll play a pivotal role within the Division by acting as the central point of contact for complex issues and inquiries, and overseeing the investigation and response to stakeholders, including the coordination of responses with other City divisions.

Reporting to the Chief Building Official & Executive Director, you’ll identify, address, and ensure a timely response to both ongoing and emerging issues, complaints, and customer service deficiencies facing the Division and its operations, with a view not only to promote the satisfactory resolution of issues but also to achieve improved service delivery, and customer service objectives.

Both strategically minded and results-oriented, you’ll provide strategic advice, executive-level support and professional judgment on complex and contentious issues, as well as design divisional action plans for operational practices, develop and implement effective issues management strategies, policies and programs, and act as the main point of contact for managing conduct and/or performance complaints. This includes those received through the Office of the Ombudsman, and from the Auditor General, the general public, staff, and members of City Council.

It goes without saying that this leadership role entails the usual managerial responsibilities, as you’ll be expected to develop and implement detailed plans and recommend policies regarding program-specific requirements, manage, motivate and train all assigned staff, develop and administer the annual budget for the Unit, and ensure that expenditures are controlled within approved budget limitations.

This will include supervising day-to-day staff operations, scheduling, assigning and reviewing work, monitoring and evaluating staff performance, ensuring effective teamwork, high standards of work quality and organizational performance, promoting continuous learning and innovation, and more.

This mandate calls for a collaborative leader and problem-solver with a post-secondary education in a professional discipline related to the job functions (i.e. public administration, business, architecture, engineering and/or planning) or an equivalent combination of education and relevant experience.

As such a leader, you’ll bring considerable experience in managing complex and contentious issues, and working with key stakeholders – from elected officials and residents, to community and industry groups – to develop issues management and resolution strategies and action plans.

Your track record of success also includes a substantial background in overseeing the investigation of ongoing and emerging customer service deficiencies, developing and/or implementing specific initiatives, strategies or programs to improve services and supports for staff and/or clients, and motivating, leading, training and managing staff, promoting and fostering effective teamwork and establishing excellence in a fast-paced and customer service-oriented environment. In addition, this role calls for your experience in administering and enforcing complex legislation such as the Ontario Building Code Act, the Ontario Building Code and/or other related regulations and by-laws.

An excellent communicator, known for your public relations skills and political acumen, judgement and insight, you’re adept at writing concise reports and executive summaries, compiling and analyzing statistical data and making sound recommendations, and achieving consensus among parties having different interests and objectives.

As a manager, you’ll have many opportunities, as well, to demonstrate your ability to forge partnerships with all organizational levels City-wide, other senior levels of government and community stakeholders, plan and coordinate operational, human resource and financial issues, and ensure the consistent application of corporate policies, collective agreements and all related legislation.

Equally important, you’re prepared to support the Toronto Public Service values to foster and ensure an organizational culture that champions equity, diversity and respectful workplaces, one that emphasizes innovation, continuous learning, collaboration, transparency, accountability and trust while promoting a strong code of ethics and integrity in the pursuit of public service excellence.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.


The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request.

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