langford job bank

JOB TITLE: Assistant Manager – Customer Service
LOCATION: City Centre Park located at 1089 Langford Parkway, Victoria BC.
DEPARTMENT: Customer Service
REPORTS TO: Service Manager
REVISION: August 2024

 
GENERAL JOB DESCRIPTION AND PURPOSE
The Assistant Manager – Customer Service is responsible for providing critical support to the Service Manager, by contributing to the preservation and enhancement of the customer experience at City
Centre Park. Using a combination of managerial oversight, effective problem-solving, and hands-on supervisory skills, the role will ensure that exceptional service standards are consistently maintained, and that overall customer satisfaction remains a priority.

 
TYPICAL DUTIES AND RESPONSIBILITIES:

• Support the Service Manager in the overall supervision of the Customer Service team.
• Ensure that the department remains procedurally compliant at all times.
• Facilitate onboarding and staff training (safety, onboarding, etc.), as required.
• Actively resolve all customer service / quality concerns in a timely manner.
• Oversee supply inventories, product ordering, and stock rotation (as required).
• Provide communication and ongoing support to the Customer Service team.
• Lead and support continuous improvement initiatives to improve overall business productivity.
• Review and analyze customer satisfaction information and provide insight, rationale, and relevant feedback to the senior management team.
• Providing on-site leadership for special events.
• Responsible for working various positions on the customer service team in order to preserve business continuity – break coverage, etc. (as required).
• Oversee the City Centre Park camp programs (Spring/Summer).
• Answering a multiline telephone system, re-directing phone calls, and taking/relaying phone messages.

 
REQUIREMENTS

• Level 1 first aid
• Criminal record check
• Customer Service Management experience would be an asset
• Ability to work flexible shifts (combination of days and evenings/weekends)

 
WORKING CONDITIONS
Work is performed in the Playzone, Eagle Ridge Community Centre, Langford Lanes, Patio 37, City Centre Grille, Spring/Summer camps, and a general office environment. Employees may be subject to bending, lifting, and light housekeeping duties. This job requires flexible availability in order to accommodate morning, evening, weekend, and holiday shifts (as needed).

 
DISCLAIMER
This description has been designed to indicate the key responsibilities of the job and the nature of the work performed by employees. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and tasks required of employees assigned to this job.