Coordinator, Service Burlington 6 Month Contract/Job Rotation INTERNAL ONLY

Position Type:

Closing Date:

Salary/Wage Range:

Working for the City of Burlington

A great career is closer than you think. Come work for the City of Burlington, where you'll be joining an innovative and progressive workplace focused on building a 21st century city that respects the diversity of our residents, visitors and employees; and prioritizes continuous opportunities for you to learn and grow.

We don't just spend time attracting the best talent. We spend time and resources to keep the best talent. This may include: flexible working hours, mobile and hybrid working arrangements, a great pension and benefits package, as well as programs to foster innovation and leadership.

Salary

$75,862 - $94,827 (Grade G – Under Review)

Type of Vacancy

Existing Vacancy

Hours of Work

35 hours per week

Contract Length

6 months

Department

Customer Experience

Location

This position is eligible for a hybrid work model. When attending an event or meeting in person, your primary office location will be based out of City Hall located at 426 Brant Street, Burlington, ON. Work location is subject to change at the discretion of the City due to operational demands. Effective September 2027, this role will be required to be on site 50% of the time each month.

Position Overview

This position provides coordinated administrative and operational support across the Customer Experience (CX) department and Service Burlington operations to enable consistent, accurate, and customer-focused service delivery.

Reporting to the Manager, Customer Experience the Coordinator, Service Burlington supports the Director and CX leadership team by coordinating key departmental and operational processes. This includes service documentation and knowledge management, service request and escalation coordination, training and onboarding, performance reporting, and quality assurance activities.

The role supports multi-channel service delivery including phone, digital, and in-person channels by ensuring frontline staff are equipped with accurate, current information and training. The Coordinator, Service Burlington also supports the alignment of processes and practices to promote consistent customer experience standards across departments.

Working with a broad range of internal partners, the Coordinator, Service Burlington applies a working knowledge of municipal services and cross-department processes to interpret, validate, and align service information. This ensures clarity, accuracy, and consistency in both customer interactions and corporate materials.

Responsibilities

This position will be responsible for:

• Maintaining, developing, and updating knowledge base articles, standard operating procedures, scripts, and templates to ensure information is accurate, clear, and consistently applied across service areas.

• Collaborating with internal departments to validate and align customer-facing information across systems, processes, and communication channels.

• Coordinating, monitoring, and supporting service requests and escalations to ensure timely follow-up, appropriate routing, and consistent, aligned responses across departments.

• Supporting the resolution of complex or sensitive customer issues by coordinating information and responses within established service processes.

• Designing, developing, and delivering onboarding and ongoing training for frontline staff and CRM user groups, ensuring materials reflect current processes and service updates.

• Maintaining and updating training content to support consistency, usability, and effective knowledge transfer across varying experience levels.

• Supporting the collection, analysis, and reporting of operational metrics, quality assurance data, and service trends.

• Identifying patterns, trends, and gaps, and contributing insights to support continuous improvement in service delivery.

• Participating in quality assurance evaluation and calibration activities, and supporting updates to documentation, training, and processes based on findings.

• Supporting the coordination of Council and budget reporting processes, including the preparation of corporate materials, briefings, and supporting documentation.

• Maintaining records and administrative processes required to support consistency, accuracy, and operational continuity.

• Supporting CRM system use by maintaining data quality and coordinating updates to records, workflows, and processes in collaboration with internal partners.

• Working closely with departments to support alignment of customer experience standards, service processes, and communication practices across the organization.

Requirements

A two-year College Diploma in Business Administration, Office Administration, Customer Experience, or a related field.

Minimum of three years of experience in customer service, service coordination, or contact centre operations, preferably within a municipal or public sector environment, with experience using a CRM system.

Demonstrated experience supporting training, documentation, reporting, or quality assurance activities is preferred.

Strong analytical and problem-solving skills with the ability to interpret, validate, and reconcile information from multiple sources.

Excellent organizational skills with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.

Strong interpersonal and communication skills, with the ability to collaborate effectively across departments and deliver training to diverse audiences.

Accommodations

In accordance with the Accessibility for Ontarians with Disabilities Act, the City of Burlington accommodates the individual needs of applicants with disabilities within the recruitment process. Please call us at 905-335-7602 or email us at: [email protected] if you require accommodation to ensure your equal participation in the recruitment and selection process.

Note to Applicants:

We thank all those who apply for positions, but only those applicants who are invited for an interview will be contacted.