Job Client Services Representative Manager in Oshawa
About Durham College:
Durham College (DC) is leading the way as a post-secondary institution, offering an innovative and transformative student experience and hands-on learning opportunities. With this focus top of mind for our students and our employees, DC is proud to be one of the fastest-growing colleges in the province and annually ranked as one of the GTA’s Top 100 employers.
The college offers a wide range of market-driven programs across multiple disciplines, including culinary management, farming and horticulture, business, IT, construction and trades, science and technology, health care, engineering, social and community services, justice, media, art and design.
With a focus on experiential learning, DC graduates are known for having the skills and knowledge employers need. More than 104,000 alumni represent the college, both locally and around the world.
Serving the Durham Region and Northumberland County communities for over 50 years, with campuses in Oshawa and Whitby, the college offers over 12,500 full-time post-secondary and apprenticeship students access to more than 145 full-time post-secondary programs – including four honours bachelor degrees and nine apprenticeship programs. Led by over 1,860 full- and part-time staff, DC has an estimated annual economic impact of more than $913 million on Durham Region.
The Manager, Enrolment and Client Services is responsible to the Director, Enrolment Services and Student Records for the planning, development, implementation and control of all integrated future and current student client service functions including front-line and call center activities. The incumbent will be responsible for managing and directing the performance of the Enrolment Services Representatives and Specialists who deliver front line services to Durham College students, faculty, staff and community and are often the first point of contact for all visitors in person and on line. The incumbent will be the main contact for the Whitby Campus and will work closely with the Manager, Registration and Student Records to ensure optimization across both campuses and delivery of consistent and imperative information and services as they relate to all students. The incumbent will lead the team in providing quality, student focused service in the areas of registration, student accounts, troubleshooting issues and providing timely information on services and processes. The incumbent will work closely with the Office of the Registrar, International Education, Faculties, Deans, Student Advisors, Student Affairs and the DCSA.
DUTIES AND RESPONSIBILITIES:
- Leadership: Provides direct leadership to the enrolment services team and is responsible for recruitment, hiring, training and development, coaching/advising performance, scheduling, attendance and vacation tracking. They will book timely team meetings to keep everyone informed of changes and to receive service feedback and will work with each team member to continually support and enhance their development and performance.
- Customer Service Processes: Works to determine root cause of service issues and implements solutions to provide long term benefit and increased efficiency in college operations. Reports on various metrics such as client volume, client response, client satisfaction and solution turnaround. Deals with appropriate client escalations and escalates client issues to higher level support and resolution as required. Develops, documents and implements operating procedures and suggests system modification to improve service delivery
- Communications: Manages the team that is responsible for developing and coordinating communications (internal and external) and recommends communication strategies to the Director to support internal and divisional communications, and external communications within the larger College community. Facilitates the development and continuous improvement of a strategic communications framework, map, and repository of templates and best practices that enable alignment and coordination of communications plans and activities designed and implemented within the Enrolment Services division.
- Outreach: Manages the development and implementation of comprehensive campaigns, including reviewing and editing communications as it relates to students. Develops a comprehensive outreach plan to close communication gaps and work with stakeholders across the DC community to provide cyclical student supports.
- Student Service Delivery: Works with other frontline offices such as student advising, to provide efficient and effective student centric services to future and current students, to maximize the college’s recruitment and retention strategies, to enhance business planning efforts and to contribute to a positive environment for students enrolled at the college. Responsible for participating in the development of student service policies and objectives to meet the yearly college-wide commitments with respect to service standards for students during the registration process. Oversees the training, coordination and establishment of student service practices to improve the quantity and quality of student services via in-person, phone, LiveChat and email services.
- Project Management: Works with the Director and individual units to develop appropriate processes for offering frontline services in relation to the development of a new centralized service model.
QUALIFICATIONS:
- A minimum of a 4-year degree in in Business and/or Communications
- A minimum of 4-years or experience in a post secondary setting
- Strength in leading a high caliber team that oversees many operational functions.
- Capable of handling sensitive and confidential information with discretion, high personal accountability, credibility and integrity, good judgement and the ability to make quick decisions.
- Excellent relationship-building and collaboration skills and the ability to work independently in a fast-paced environment
- Superior working knowledge of Banner
- Exceptional organizational skills and attention to detail
- Strong verbal and written communication skills, across a wide range of mediums, with the ability to simplify and communicate complex issues to a range of audiences
- Proactive, flexible and self-motivated with sound judgment and strong decision-making skills
- Capable of handling sensitive and confidential information with discretion
- High personal accountability, credibility and integrity
- Good judgement and the ability to make quick decisions
- Strong interpersonal and networking skills, capable of developing productive relationships internally and externally
- Advanced computer skills, including the use of office software, presentation, project management, and business documentation applications as well as a thorough knowledge of a student information system, preferably Banner.
- A high degree of technical knowledge, systems analysis, database structural concepts, application of commercially available and customized software into the work environment and excellent report design techniques are requirements.
- Outstanding client service skills coupled with the ability to quickly resolve conflicts are essential to the position.
- Ability to travel between campuses, and the ability to assist with/attend Open House, PINs, convocation, orientation and other student events as needed.
- Demonstrated commitment to equity, diversity and inclusion in all matters related to students, staffing and programming.
Required Skills
Salary: $77,520 - $96,900
Required Experience
Please apply below by submitting your cover letter and resume to the online portal. Job Competition closes on May 3, 2023. Competition number AD22-11.
About Durham College
CEO: Don Lovisa
Revenue: $25 to $50 million (USD)
Size: 201 to 500 Employees
Type: College / University
Website: www.durhamcollege.ca\
