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Added 13 mins ago
CO
Temporary Solutions Integration Specialist (up to 8 months)
City of Saint John
Saint John, NB
- Temporary
Under the direction of the IT Manager, the position is responsible for administration, implementation, and maintenance of the City’s website, web-based applications, software, data…
Added 13 mins ago
CO
Application & Integration Technical Analyst
City of Saint John
Saint John, NB
- Full-time
Under the direction of the designated IT Manager, the Application and Integration Technical Analyst is a technical lead responsible for system architecture, data strategy, and integration…
Added 13 mins ago
CO
Manager, Digital Solutions
City of Saint John
Saint John, NB
- Full-time
The Manager, Digital Solutions, is responsible for the delivery and ongoing management of the City’s enterprise applications, digital solutions, and data and information management…
Added 13 mins ago
CO
Growth Coordinator
City of Saint John
Saint John, NB
- Full-time
…of Saint John and under the direct supervision of the Growth Manager, the Growth Coordinator will be a champion for growth in Saint…
Added 13 mins ago
CO
Business Advisor
City of Saint John
Saint John, NB
- Full-time
The position serves as backup to the Customer Service Manager and provides leadership to the Customer Experience Specialist.
Added 16 mins ago
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Resident Services and Winter Respite Youth Worker
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Toronto, ON
- Full-time
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Added 16 mins ago
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- Full-time
Description: Reporting to the Operations Manager, the LPN Team Lead is accountable for: Program Management, Resident Health & Wellness, Human Resource Management, Quality Assurance and…
Added 16 mins ago
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Sales & Events Manager
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Toronto, ON
- $21 to $23 CAD / hour
- Full-time
We’re looking for a dedicated Sales & Events Manager to join the leadership team at Earls Financial District. This is a great opportunity to take ownership of our events program and play a…
Added 16 mins ago
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Environmental Quality & Compliance Manager
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Nanaimo, BC
- Full-time
…other customers. As the Environmental Quality and Compliance Manager, you’re the custodian of the facility’s environmental permit compliance and regulatory reports to the Ministry of…
Added 16 mins ago
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University of Calgary
Calgary, AB
- Full-time
The Financial Analyst, Project Maintenance reports to the Manager, Project Maintenance. The Analyst position will play a key role in the reporting process for federal grants.
Added 18 mins ago
Early Learning and Child Care Program Manager
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Added 18 mins ago
Senior Insurance Advisor
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DO NOT APPLY - TEST ONLY Administrative Assistant ELC I
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- Full-time
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Added 32 mins ago
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Montreal, QC · Quebec, QC
- Full-time
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…within the Assigned District. Upon completion of the training program, we intend to assign you to a position which will be compatible with your training. The timing of this posting will be…
Added 32 mins ago
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…within the Assigned District. Upon completion of the training program, we intend to assign you to a position which will be compatible with your training. The timing of this posting will be…
Added 32 mins ago
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Coordinator, Membership
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Working closely with the Wine Club Membership Manager and teams across Guest Experience, Marketing, Events, and Fulfillment, you will help ensure members receive timely, thoughtful, and…
Added 32 mins ago
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Added 32 mins ago
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Added 36 mins ago
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Added 47 mins ago
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Added 47 mins ago
Peer Support Facilitator - 2SLGBTQI Health & Wellness
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Position Reports To: Manager, Integrated Care and Experience

City of Saint John

Business Advisor

Saint John, NB, Canada

$77,166.00 - $91,408.00/Year · Full-time

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Job details

Pay: $77,166.00 - $91,408.00/Year
Job type: Full-time
Apply by: Nov 12, 2026
Posting language: English
Posted: Sep 23, 2026

Original job description

Competition Number

26-097

Salary

$77,166.00 - $91,408.00/Year

Job Type

Permanent Full Time

Closing Date

October 21, 2026

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Position Overview

The Business Advisor plays a key role in advancing the City of Saint John’s commitment to providing responsive, consistent and high-quality customer service.

Working across the organization, the Advisor uses customer feedback, service request data, operational trends and frontline insights to identify opportunities to improve how residents experience City services. The position works collaboratively with service areas to understand recurring issues, strengthen service standards, improve processes and support evidence-based decision making.

The Advisor also leads the resolution of complex or recurring customer concerns that require coordination across service areas, helping ensure issues are fully understood, appropriately addressed and communicated clearly to residents.

The position serves as backup to the Customer Service Manager and provides leadership to the Customer Experience Specialist.

Key Responsibilities

Customer Insights & Organizational Improvement

Transform customer service information into actionable insights that help City service areas improve performance by:

Analyzing CRM data, service requests, customer feedback, response times, repeat contacts and emerging trends;
Producing quarterly Customer Insights Reports that identify key customer issues, service trends, opportunities for improvement and recommended actions;
Presenting findings to service areas and working collaboratively with leaders to understand root causes and identify practical improvements;
Identifying recurring customer pain points, service gaps and opportunities to simplify or improve City processes;
Supporting the development and monitoring of customer service standards, service levels and key performance indicators;
Measuring the impact of service improvements and identifying where further action may be required; and
Bringing the voice of the customer and frontline employees into organizational decision making.

Complex Customer Issue Resolution

Provide coordinated support for complex, escalated or recurring customer concerns by:

Reviewing complaints or service issues that have not been resolved through normal service channels;
Investigating the circumstances surrounding an issue and gathering information from relevant service areas;
Coordinating across departments to clarify responsibilities, identify solutions and move matters toward resolution;
Maintaining clear, professional and timely communication with residents throughout the process;
Identifying systemic issues or recurring patterns arising from complaints and recommending improvements; and
Ensuring appropriate documentation, follow-up and closure of escalated matters.

Service Area Partnerships & Continuous Improvement

Build strong relationships across the organization to support consistent and effective customer service by:

Serving as a key liaison between Customer Service and City service areas;
Working with service areas to establish and maintain clear service expectations, escalation processes and customer-facing information;
Facilitating regular discussions with service areas regarding customer trends, service performance and improvement opportunities;
Supporting process reviews and improvement initiatives that increase efficiency, consistency and customer satisfaction;
Assessing upcoming operational or service changes for potential customer service impacts; and
Helping service areas prepare Customer Service staff for new programs, services, policies and initiatives.

CRM, Knowledge & Service Quality

Support the effective use of the City’s customer service systems and knowledge resources by:

Using CRM and related systems to identify trends, monitor performance and support continuous improvement;
Working with the Customer Experience Specialist and service areas to ensure customer-facing information and internal knowledge resources remain accurate and current;
Identifying opportunities to improve workflows, automation and information management;
Supporting the development of scripts, workflows and customer information during service changes, special initiatives or emerging situations; and
Helping establish standards and practices that promote consistent customer experience across channels.

Leadership & Team Support

Contribute to the effective leadership of the Customer Service Team by:

Providing leadership, coaching and direction to the Customer Experience Specialist;
Supporting employee development, training, quality assurance and continuous learning initiatives;
Serving as backup to the Customer Service Manager during absences;
Supporting operational decision making and issue resolution as required;
Championing a culture of customer service excellence, accountability and continuous improvement; and
Undertaking additional responsibilities that support the effective operation and strategic direction of Customer Service.

Essential Qualifications

A bachelor’s degree in business administration, public administration, communications, data analytics or another related discipline, or an equivalent combination of education and experience.
A minimum of five years of progressively responsible experience in customer service, customer experience, business analysis, service improvement, public administration or a related environment.
Experience analyzing operational or customer data and preparing reports, recommendations or performance insights is considered an asset.
Experience managing complex customer complaints or coordinating issue resolution across multiple business areas is considered an asset.
Previous leadership, supervisory or coaching experience is considered an asset.
Experience working in a municipal, public-sector or similarly complex service organization is considered an asset.
Demonstrated written and verbal proficiency in both official languages would be considered an asset.
A combination of education and experience may also be considered.

The successful applicant may be eligible to participate in a Flexible Time Options Program which includes the option of working a 4 or 5-day work week, subject to business requirements.

Equal Opportunity Employer

We are an Equal Opportunity Employer. We are committed to building a workforce that reflects the diversity of the communities in which we live and which we serve. We encourage and support applications from Indigenous persons, persons with disabilities, and members of visible minority groups. Candidates who belong to such groups, who are qualified, will be given preference at the time of selection.

Applications will be accepted through our online system only. Qualified applicants should submit their cover letters and resumes to:

City of Saint John

Attn: Hiring Committee

www.saintjohn.ca (careers)

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More about this job

Responsibilities

Analyze customer feedback, CRM data, service requests, and operational trends to identify service issues and recommend measurable improvements. Coordinate resolution of complex customer concerns, partner with City service areas to improve service delivery, and provide leadership to the Customer Experience Specialist while backing up the Customer Service Manager.

Requirements

Requires a bachelor’s degree in business administration, public administration, communications, data analytics, or a related discipline, or an equivalent combination of education and experience. Requires at least five years of progressively responsible experience in customer service, customer experience, business analysis, service improvement, public administration, or a related environment; data analysis and reporting experience are assets.

Skills

Customer Experience Analysis
Customer Service
CRM Data Analysis
Operational Reporting
Performance Measurement
Complex Complaint Resolution
Cross-Department Coordination
Process Improvement
Root Cause Analysis
Service Standards Development
Knowledge Management
Workflow Improvement
Coaching and Leadership
Written and Verbal Communication

Visa sponsorship

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Keywords

Customer Service
Customer Experience
Customer Insights
CRM
Service Requests
Customer Feedback
Operational Trends
Data Analysis
Performance Reporting
Key Performance Indicators
Service Standards
Complex Complaint Resolution
Escalation Management
Root Cause Analysis
Continuous Improvement
Process Improvement
Cross-Department Coordination
Public Administration
Knowledge Management
Workflow Automation
Quality Assurance
Employee Coaching
Customer Communication
Service Delivery
Municipal Government

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