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OPERATION SUPPORT
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Work closely with Supervisor, Planning and Customer Experience, Lines of Business, Divisional partners in Service Brampton, IT and Communications to provide day-to-day coordination, guidance and support for Recreation customer-facing support and information.
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Co-ordinate project initiatives to meet operational needs and corporate service standards.
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Conduct information interviews with appropriate staff and prepare relevant questionnaires for validation of information content.
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Execute project plans as outlined on annual calendar, creating project schedules with milestones, due dates and estimates. Leads LOB project teams according to schedules to ensure projects are completed on time and according to expected outcomes.
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Help with the documentation of each phase of the project, as well as making summary reports that will be presented to Recreation leadership team.
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CUSTOMER SERVICE
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Co-ordinates best practice guides and activities for front-facing staff to be used when engaging the public during delivery of programs and services.
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Act as a key contact and provide guidance, advice and support to ensure coordination meets operational needs and corporate service standards.
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Escalate complex issues to appropriate level for resolution.
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Liaise with internal stakeholders to ensure development of customer facing materials meeting budgets, targets and objectives.
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Arrange for display of information at Recreation locations across the City.
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Build and maintain a relationship with cross-functional departments, teams and management to support coordination and ensure a thorough understanding of operational needs.
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Use data to recommend improvements to customer experience through email and web analytics.
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Recommend program description changes and positioning goals in order to meet growth targets and appeal to broader resident base.
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Familiarity with AODA to ensure there are no barriers to customer experience with information resources.
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COMMUNICATION AND REPORTING
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Prepare management reports, presentations and general ad hoc information as required accurately by established timelines.
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Participate and deliver topical information at special events and internal team meetings.
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Develop, advance and improve Recreation web presence/portal strategy, working with Strategic Communications and Information Technology to facilitate improved customer interaction online.
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CORPORATE CONTRIBUTION
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Conduct Recreation specific research using internal and external resources to gain insight of market trends, current programs, processes and practices to support management and recommend ways to improve customer experience.
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Act as one of the division's primary points of contact in responding to public inquiries from internal channels, Strategic Communications and Service Brampton.
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Maintain knowledge of collective agreements, City policies and practices, legislation, regulations and Standard Operating Procedures (SOPs).
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BUDGET SUPPORT
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Use effective resource and expense management at all times to meet corporate policies and guidelines.
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Co-ordinate RFP's, purchase orders to ensure purchasing and corporate compliance.
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TEAMWORK AND COOPERATION
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Participate in project coordination and team meetings as required to meet operational needs.
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Work well within diverse groups in support of operational goals and objectives.
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Interact and collaborate with staff to improve design and delivery opportunities that will promote better access to and enjoyment of Recreation programs and services.
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Demonstrate corporate values at all times.
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Participate as a member of cross-functional teams.
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Provide support/backup as necessary.
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SUPERVISORY RESPONSIBILITY
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Provide guidance and direction and allocation of work to Digital Planning Associate/Specialist Digital Marketing position, in conjunction with Supervisor, Planning and Customer Experience.
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Provide guidance and work direction to students and other part-time staff.
