Customer Service Manager (Temporary – Maternity Leave …, Campbell River

Role Overview The Customer Service Manager (CSM) provides hands-on leadership of daily Customer Service operations, ensuring the consistent delivery of high-quality service aligned with CityWest’s values and standards. This temporary leadership role is focused on sustaining operational excellence, supporting team performance, and effectively executing established strategies and service initiatives while maintaining a positive and productive work workplace. Key Accountabilities - Lead and oversee day-to-day Customer Service operations to ensure efficient, consistent, and high-quality service delivery - Execute established Customer Service strategies, programs, and performance objectives - Support budget adherence and resource planning in alignment with approved departmental budgets - Provide strong leadership, coaching, and performance management to team members - Recruit, and support staff as required to maintain service levels throughout the term - Monitor, analyze, and drive key performance indicators (KPIs), including customer satisfaction, response times, and service quality - Optimize scheduling and ensure adherence to daily, weekly, and monthly staffing plans - Act as an escalation point for complex customer issues, ensuring timely and effective resolution - Collaborate cross-functionally to support service delivery, issue resolution, and continuous improvement initiatives - Maintain and reinforce Customer Service policies, procedures, and best practices - Identify operational challenges and implement practical, timely solutions - Foster a positive, inclusive team culture grounded in accountability, communication, and continuous improvement - Ensure compliance with company policies, procedures, and Code of Conduct - Participate in operational planning and provide input to leadership as required - Travel to operational locations as needed to support team effectiveness and customer experience - Perform other related duties as assigned Qualifications & Experience - Proven experience in a Customer Service leadership role, preferably in a fast-paced or service-oriented setting - Strong leadership, coaching, and performance management skills - Demonstrated ability to manage competing priorities and drive operational results - Excellent communication, problem-solving, and interpersonal skills - Experience working in a unionized environment is considered a strong asset, with an understanding of collective agreements Pay: $75,000.00-$90,000.00 per year Benefits: - Company pension - Dental care - Extended health care - Life insurance - Paid time off - Store discount - Vision care - Wellness program Ability to commute/relocate: - Campbell River, BC V9W 7Z8: reliably commute or plan to relocate before starting work (required) Application question(s): - How many years of experience managing in a unionized environment (or exposure to collective agreements) Experience: - Customer Service: 5 years (required) - Leadership/management: 2 years (required) Work Location: In person Apply on Kit Job: kitjob.ca/job/2oug8q