Supervisor, Client Services - South Campus

This competition is restricted to internal applicants of the University of Alberta. Please log in to verify your internal candidate status. 

Location - This role is in-person at South Campus Edmonton.

The Supervisor, Client Services South Campus provides leadership and supervision to the Customer Service/Bookings team within Campus & Community Recreation at the University of Alberta. The Supervisor, Client Services participates in the development and activation of the Campus & Community Recreation overarching goals and assists team members in understanding the linkage between their day-to-day activities and the overarching goals of the organization. The Supervisor, Client Services is an active participant in the CCR Leadership Group, all supervisory staff within CCR, contributing ideas, collaborating with colleagues and initiating discussions to improve the delivery of service to CCR clients.

Specifically, the Supervisor, Client Services South Campus leads a team of 3 full-time direct reports (1 Customer Service Coordinator and 2 Booking Facilitator positions) 3 full-time indirect reports (3 Customer Service Associates), 5-8 casual staff direct reports, and 12-15 casual staff indirect reports. The Supervisor, Client Services South Campus is responsible for the 18-hour a day, 7 day a week day-to-day client services operations serving CCR clients on south campus. The Customer Service/Bookings team supports the front-facing customer service interactions for all sport and recreation programs and facilities stewarded by Campus and Community Recreation on the South Campus. The Customer Service/Bookings team ensures customer interactions are professional, effective, and efficient and provides a seamless customer experience for both internal and external customers. The Supervisor works closely with staff members to ensure the exemplary delivery of client-focused service.

• Oversees the development and review of procedures associated with customer service delivery and program registration; seeks approval of the Senior Manager and/or Director for new or revised policies affecting all CCR units. 
• Oversees the recruitment, hiring, training and supervision of casual customer service staff members to support Foote Field and the Saville Community Sports Centre;
• Prepares an annual budget and recommends budget allocation to south campus units to support the Campus & Community Recreation vision of effective customer service;
• Collaborates with Booking and Event Facilitators, Recreation Facility Operators regarding event/program space logistics including space requirements, activity set up, event/program logistics, facility access, load-in/load-out requirements and “best practices” for space use.
• Communicates with various internal and external groups such as Ancillary Services (food), University trades, University grounds, parking services, UAPPS, Emergency and Risk Management offices to support event/program logistics as required.
• Develops and trains staff on appropriate standard operating procedures including Emergency Response Plans associated with use of sport and recreation facilities under the stewardship of Campus & Community Recreation.
• Communicates with clients the facility safety operation procedures including Emergency Response plans and supports clients in developing appropriate emergency response plans for activities/events taking place within the University sport and recreation facilities.
• Reviews, assesses, and makes decisions regarding space allocation requests for all activities in accordance with space use priority guidelines and discount policies within spaces stewarded by Campus & Community Recreation.
• Oversees staff schedules to ensure effective client service and to manage client expectations for all bookings, events and customer service; 
• Trains and supervises a team of Booking and Event Facilitators, Customer Service Coordinator, and Customer Service Associates to support effective and efficient facility use and to maximize revenue generation
• Manage the south campus key sign out and building security system door schedules.
• Review, maintain, and coordinate the Saville Community Sports Centre and Foote Field websites.

• Bachelor’s degree in Recreation, Kinesiology, Sport Management, Sport Facility Management or related field is required
• Current Intermediate First Aid and Level “C” CPR certification required every 2 years
• Minimum 5 years/experience in recreation facility and event operation with demonstrated increasing responsibility, accountability, and staff supervision;
• Superior communication skills;
• Excellent leadership and motivational skills;
• Police Information Check;
• Experience with Intelligenz Recreation Management Software, Google Apps and Microsoft Office is preferred;
• Experience with budget and equipment purchasing preferred;
• Customer service and problem solving experience preferred;
• Experience working with National and Provincial Sport Organizations is an asset;
• Knowledge of Asset Planner is an asset;
• Knowledge of PeopleSoft software is an asset.

This position is subject to all applicable terms and conditions of the collective agreement between the Governors of the University of Alberta and the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package.