The mandate of the Transit Customer Systems and Planning Service is to provide customer service, service planning, and technology and control systems support for OC Transpo, geared to providing excellence in customer service delivery to 100 million transit customers per year by means of conventional bus, para transit and rail operations. Transit Customer Service is responsible for delivering a broad range of program areas and services related to Marketing/Branding, Sponsorship/Advertising, Customer Service, Information, Fare Sales and Operations, Community Relations, and Internal Communications.
You are responsible to lead a small group of professional and technical staff in all Customer and Community Relations activities including management of social media, live service information, customer alerts, correspondence, relations with Councillors’ offices, accessibility, charters, outreach, and events for OC Transpo and Para Transpo. Within the assigned area of responsibility, the Team Lead is the City’s chief technical specialist, supervisor, mentor, and relationship manager for the group.
As the chief technical specialist, you provide expert advice and project manage all Transit programs, projects and services that fall within Customer and Community Relations, including the development and delivery, technical accuracy and evaluation stages.
You are responsible for: establishing and maintaining positive client relationships with internal and external management; leading teams in investigating complex customer service issues raised by members of the public, directly to OC Transpo or through Councillors or the Mayor’s office; developing policies, procedures and tools; and ensuring that the information communicated to the Mayor, Councillors, customers, Transportation Services staff and the general public is consistent, effective, accurate and up to date.
As the relationship manager, you are responsible for establishing and maintaining strategic partnerships and positive client relationships with internal and external management, Councillors’ offices, stakeholders and managing consultants/contractors/suppliers. You provide strategic input to the Program Manager regarding dissemination of information on key communications issues and resolution of complex customer issues.
As leader and mentor, you advocate for and demonstrate behaviours to your team members that support principles of teamwork, respect, service excellence and professionalism. You work in a fast-paced unionized work environment that is customer focused and encourages performance excellence.
