JOB ID #31165: Supervisor, Tenant Resolutions

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #31165 - Supervisor, Tenant Resolutions


• Union: Non Union


• Job Description ID #: XXXX


• Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on June 25th, 2025


• Internal applicants should apply with your work e-mail address.
  Internal applicants from CityHousing Hamilton will be given first consideration.
  


• External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.

CityHousing Hamilton, the third largest social housing provider in the Province of Ontario, provides affordable rental housing for the citizens of Hamilton. In support of CityHousing Hamilton’s mission statement which is: “We provide affordable housing that is safe, well-maintained, cost effective and supports the diverse needs of our many communities.”

Reporting to the Manager, Strategy & Quality Improvement, the Supervisor, Tenant Resolutions is responsible for providing a high-quality tenant experience by ensuring tenant services are provided consistently in a timely manner and issues are appropriately resolved.

The Supervisor will develop and oversee an effective system of receiving, tracking, monitoring, and responding to tenant-driven calls and emails ranging from routine requests for service, redirection as appropriate or complaint investigation and resolution. The Supervisor provides supervision and leadership to a team responsible for handling the intake, recording, and coordinating first point-of-contact responses and resolutions to over 7,100 diverse, multi-generational households. The Supervisor provides coaching and assistance on resolving complex or escalated issues.

The Supervisor leverages the experience and advice of the Equity Specialist to ensure service and resolutions are conducted through a lens of diversity, equity, inclusion, and accessibility. Leveraging the experience and advice of the Strategy & Quality Improvement team, the Supervisor maintains records to generate data to drive systemic improvements to policies and procedures impacting the overall tenant experience.

GENERAL DUTIES

• Supervises the Tenant Resolutions team, responsible for receiving and processing tenant calls and emails in accordance with customer service standards, CHH policies and procedures, applicable legislative and regulatory standards.
  


• Develops, maintains, and recommends changes to ensure an ongoing and relevant customer service framework at CityHousing Hamilton which provides transparent, fair, and equitable standards for addressing and resolving tenant requests.
  


• Acts as a primary contact to inform and escalate problem situations to the Manager, Strategy & Quality Improvement as necessary.
  


• Responds to escalated inquiries, feedback and complaints from both tenants and external stakeholders by researching situation and preparing timely response appropriate to the values of CHH. Provides exceptional customer service.
  


• Coordinates responses from multiple staff across the organization required to deal effectively in mitigating or resolving tenant complaints and issues.
  


• Develops quality standards, in line with CHH values and principles and monitors staff interactions with tenants and external stakeholders to ensure standards are being met. Implements and ensures compliance with a Tenants First approach to ensure the highest level of customer satisfaction.
  


• Develops, promotes, and ensures a culture of customer service excellence on their immediate team and works with staff from across the organization to promote an environment in which a high-quality tenant experience is the focus of work.
  


• Provides direction, leadership and coordination of teamwork; motivates and encourages staff to achieve high levels of performance and productivity. Fosters a work environment which supports customer service, innovation and quality of service.
  


• Offers opportunities to facilitate employee growth and development. Responsible for the hiring, orientation, training coordination, scheduling, attendance management, discipline and performance evaluations of employees. Coaches staff through support and guidance for staff development as required.
  


• Oversees inventory, use of technology and assists in other IT related matters within the team.
  


• Appears at the Landlord Tenant Board as a representative of the CHH, as required.
  


• Prepares regular reports to the Board of Directors with data on complaints, resolution metrics and trends together with recommendations to improve operational activities as they relate to customer services standards.
  


• Participates on departmental projects to review, revise, and initiate policies/procedures to meet the changing and diverse needs of tenants.
  


• Deals appropriately with confidential complaints and matters related to staff and tenants and demonstrates ability to navigate.
  


• Maintains up to date knowledge of current techniques, trends and developments affecting all areas of supervisory responsibility and operational requirements.
  


• Forecasts work plans and budgets, prepares business cases, proposals, written reports, and presentations for Manager.
  


• Liaises with the public, elected officials, consultants, stakeholders, and other levels of government and regulatory bodies on issues relating to the direct responsibilities of this position.
  


• Represents respective area in labour relations issues including participation in labour management and grievance meetings.
  


• Responds to emergency afterhours situations on a rotation basis.
  


• Ensures that employees are provided with and use the appropriate equipment, material and/or procedures required to perform the assigned duties.
  


• Ensures that all employees perform work in accordance with applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures. Ensures that appropriate action is recommended for those employees who do not work in compliance with legislation, policies and procedures.
  


• Works in accordance with the provisions of applicable health and safety legislation and all City of Hamilton corporate and departmental policies and procedures related to occupational health and safety.
  


• Performs other duties as assigned which are directly related to the responsibilities of the position.
  
  

QUALIFICATIONS

1. Must be able to demonstrate a level of expertise related to the duties described, normally acquired through a post secondary education in Human Services, Social Work or related field. Training in mediation, conflict resolution and non-violent crisis intervention considered a strong asset.

2. Advanced knowledge of Residential Tenancies Act 2006, Housing Services Act 2011, standard lease agreements, Ontario Fire Code, Occupational Health and Safety Act and Building Codes.

3. Demonstrated supervisory, coaching, leadership, and team-building skills along with demonstrated decision-making and problem-solving skills dealing with challenging situations.

4. Exceptional interpersonal skills required to deal with broad cross-section of professionals, tenants, staff, public, elected officials and other community-based agencies and organizations.

5. Possess a demonstrated record of innovation/creativity, negotiation, advocacy, delegation and empowerment, participation in cross-functional teams, foster cooperative and collaborative working relationships with staff and stakeholders.

6. Must have an understanding of municipal and provincial legislative, regulatory and policy framework, and administrative functions and responsibilities.

7. Ability to exercise appropriate judgement and discretion dealing with confidential, sensitive and/or potentially controversial information, ability to interact with staff and other outside entities in a professional, tactful, and courteous manner.

8. Extensive experience and ability to influence or participate in cross-functional teams, foster cooperative and collaborative working relationships and to take multi-partner projects to successful completion.

9. Perform effectively in a multi-disciplinary, fast paced environment that requires a high degree of personal organization, motivation, initiative, problems solving techniques and highly developed time management skills.

10. Excellent written, verbal, research and presentation skills and the ability to work in a team environment is essential.

11. Exceptional problem-solving, analytical, political acuity and interpersonal skills with a proven ability to influence, communicate and collaborate effectively with elected officials, representatives of government, management, peers, staff, tenants, the public and other stakeholders.

12. Possess computer literacy skills utilizing the Microsoft Office Suite of Products including Outlook, Word, Excel and PowerPoint.

13. Must have a class G licence and access to a reliable vehicle.

THIS POSITION REQUIRES A VALID CLASS “G” DRIVE’S LICENSE AND PROOF THEREOF IS REQUIRED UPON HIRE.

THE INCUMBENT SHALL COMPLY WITH ALL HEALTH AND SAFETY POLICIES AND PRACTICES FOR THIS POSITION AND THE WORKPLACE.

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship.  If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.