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Town of Whitchurch-Stouffville

Client Services Supervisor

Whitchurch-Stouffville, ON, Canada

Salary: $102,189- $124,328 per year · Full-time

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Job details

Pay: Salary: $102,189- $124,328 per year
Job type: Full-time
Apply by: Dec 2, 2026
Working hours: 37.5 hours per week
Positions available: 1
Posting language: English
Posted: Nov 2, 2026

Original job description

Department: Community Services

Status: Full Time, Permanent

Date Posted: November 02, 2026

Date Closing: November 16, 2026

Number of Positions: 1

Scheduled Hours/Shifts: 37.5 hours per week

Salary: $102,189- $124,328 per year

Flexible Working

Arrangements: Yes

Vacancy Reason: New

WHY Stouffville:

Working for the Town of Stouffville means being a part of one of HRD Canada’s Best Places to Work. Here, we foster a sense of belonging as a tightknit workforce. The Town is dedicated to supporting its employees, by providing competitive compensation, OMERS Pension, employer funded benefits, paid vacation, sick time, EAP and flexible work arrangements, to help you prioritize what matters most.

Make a difference in a growing community by leading exceptional customer service experiences across the Town. As the Client Services Supervisor, you will provide leadership to customer service teams, oversee daily operations, mentor and develop staff, and drive continuous improvement initiatives that enhance service delivery. This dynamic role offers the opportunity to collaborate with departments across the organization, manage business systems and customer programs, resolve complex service challenges, and help create positive experiences for residents at every interaction.

We are committed to being an equal opportunity employer, supportive of an inclusive, barrier-free recruitment and selection process and as we grow, it’s important that our workforce reflect the citizens we serve. At the Town, we respect, encourage, and celebrate our diversity. If contacted for an employment opportunity, please advise if you require accommodation.

Position Purpose:

Reporting to the Manager of Customer Service, the Client Services Supervisor provides operational leadership and oversight for the Town's customer service operations, including customer service teams located at Town Hall and municipal recreation facilities. The Supervisor is responsible for the day-to-day supervision of customer service staff, ensuring the delivery of consistent, high-quality service across multiple service channels. The role oversees staff scheduling, training, payroll administration, performance management, customer service standards, payment processing operations, recreation management software administration and frontline service delivery. As a subject matter expert, the Supervisor works collaboratively with Town departments to improve service delivery, support operational initiatives, respond to escalated customer concerns and implement continuous improvement strategies. The position is also responsible for monitoring performance metrics, preparing reports and recommendations, administering customer programs and services, and supporting departmental planning, budgeting and project initiatives.

Qualifications and Requirements:

Four (4) year University Degree in Business Administration, Customer Communications, or suitable equivalent.
Minimum five (5) years related experience in customer service/contact centre and three (3) years supervisory experience preferably in a municipal environment.
Experience in recreation software applications, business process management, financial management, public administration or suitable equivalents.
Demonstrated experience in customer service operations, contact centre environments, recreation administration, or related public-facing service delivery functions, preferably in a supervisory capacity.
Experience leading and developing staff, including scheduling, coaching, performance management, training and employee engagement.
Strong knowledge of customer service principles, conflict resolution techniques and service excellence standards.
Experience managing escalated customer issues and complaints with professionalism, tact and diplomacy.
Experience with payment processing, cash handling, point-of-sale systems, reconciliations and revenue control procedures.
Strong knowledge of financial controls, auditing practices, anti-fraud measures and customer payment security requirements.
Strong knowledge and understanding of accounting principles and experience in cash and bank reconciliation.
Experience administering business management software systems, recreation management software, customer relationship management (CRM) systems, or related technology platforms.
Strong analytical and problem-solving skills with the ability to interpret data, monitor performance metrics, identify trends and recommend operational improvements.
Ability to develop, implement, and maintain policies, procedures, service standards and quality assurance programs.
Excellent leadership, interpersonal, communication, and relationship-building skills, with the ability to work effectively with staff, residents, user groups, elected officials and community stakeholders.
Ability to analyze issues, evaluate alternatives and develop sound recommendations and solutions.
Strong organizational and time management skills with the ability to manage multiple priorities, changing demands, and frequent interruptions.
Demonstrated ability to exercise discretion, maintain confidentiality and ensure the integrity and security of customer and financial information.
Proficiency in Microsoft Office applications, including Word, Excel, Outlook and other relevant technologies.
Ability to provide functional and technical guidance to staff and support continuous learning and development.
Ability to work effectively with difficult or upset customers, de-escalate situations and support the safety and well-being of employees while maintaining a professional and respectful customer experience.
Ability to work independently and collaboratively in a fast-paced municipal environment.
Valid Class G Driver's Licence in good standing and access to a reliable vehicle for corporate business.
Ability to work outside normal business hours, as required.

How to apply:

Please apply through our Recruitment Site, Town of Stouffville - Careers and submit your application in confidence by November 16, 2026.

We thank all applicants for their interest in this position, however, only those applicants selected for an interview will be contacted.

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More about this job

Responsibilities

Lead customer service operations and staff across Town Hall and municipal recreation facilities, overseeing scheduling, training, payroll administration, performance, payment processing, software administration, and frontline service delivery. Resolve escalated customer concerns, monitor service metrics, collaborate with departments, and advance service improvements, customer programs, reporting, and departmental planning initiatives.

Requirements

Requires a four-year university degree in Business Administration, Customer Communications, or an equivalent field, at least five years of related customer service or contact centre experience, and three years of supervisory experience. Candidates should bring expertise in staff leadership, customer service, financial controls and reconciliation, payment systems, business or recreation software, reporting, and process improvement, along with a valid Class G driver's licence and access to a reliable vehicle.

Skills

Customer Service Operations
Contact Centre Management
Staff Supervision
Staff Scheduling
Coaching and Training
Performance Management
Conflict Resolution
Complaint Escalation
Payment Processing
Cash Handling
Financial Controls
Cash and Bank Reconciliation
Performance Metrics and Reporting
Process Improvement
Microsoft Office

Benefits

OMERS Pension
Employer-Funded Benefits
Paid Vacation
Sick Time
Employee Assistance Program
Flexible Work Arrangements

Visa sponsorship

Not detected in the job text

Keywords

Customer Service Operations
Contact Centre
Municipal Administration
Staff Scheduling
Staff Training
Coaching
Performance Management
Employee Engagement
Customer Service Standards
Conflict Resolution
Escalated Complaints
Payment Processing
Cash Handling
Point-of-Sale Systems
Reconciliation
Revenue Control
Financial Controls
Auditing
Anti-Fraud Measures
Customer Payment Security
Accounting Principles
Business Process Management
Performance Metrics
Quality Assurance
Continuous Improvement
Microsoft Word
Microsoft Excel
Microsoft Outlook

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