The City of Beaumont is growing and changing and so is our Communications & Service Experience team! Our team is highly collaborative, professional, fun, and passionate about supporting the vision of a growing, vibrant, and spirited community. Beaumont's location within the Edmonton Metropolitan Region, provides a variety of rewarding challenges and the opportunity to apply forward-thinking concepts to advance Beaumont's vision.
Challenge Accepted – Make a Difference with Heart and Mind
Are you ready to bring your leadership skills and passion for service excellence to the City of Beaumont? We're looking for an enthusiastic and dynamic Citizen Experience Lead who thrives on solving challenges, inspiring teams, and making a meaningful impact in our community. If you value teamwork, innovation, and supporting one another, this is your opportunity to lead with heart and mind in a fast-paced, citizen-focused environment.
What YOU'RE Responsible for:

• Team Leadership and Development: Provide guidance, training, and mentorship to your team. Foster professional growth and ensure they have the tools and support to excel in their roles.
• Training: Develop and lead training programs to build confidence, skills, and success in delivering citizen-focused service.
• Operational Excellence: Manage the daily operations of the contact centre, including scheduling, workflows, and quality assurance. Ensure service-level agreements are consistently met or exceeded.
• Strategic Delivery: Lead the implementation of a centralized citizen contact centre, collaborating with business areas to improve processes and enhance the citizen experience.
• Continuous Improvement: Monitor performance metrics, identify opportunities for efficiencies, and implement innovative ideas to streamline operations and improve service delivery.
• Relationship Building: Work collaboratively with internal teams, external partners, and vendors to align goals, foster open communication, and deliver exceptional results.
• Health & Safety Leadership: Champion organizational safety standards by supporting policies, delivering toolbox talks, and ensuring incident reporting is effectively managed.

What YOU Bring:

• Education: A bachelor's degree or diploma in business, public administration, management, or a related discipline. Additional training in conflict resolution, workforce management, or quality assurance is a bonus.
• Leadership Skills: 3-5 years of experience in a supervisory role, with a focus on coaching, developing talent, and inspiring team success.
• Organizational Skills: Ability to self-manage, prioritize tasks and activities, and allocate time and resources effectively.
• Operational Expertise: Proven experience in managing workflows, schedules, and performance metrics in a customer service or contact centre environment.
• Customer-Centric Approach: A passion for delivering exceptional service and fostering a culture that puts citizens first.
• Process Improvement: Experience in identifying inefficiencies, implementing solutions, and driving continuous improvement initiatives.
• Collaboration: Strong relationship-building skills with internal and external stakeholders to achieve shared goals.
• Municipal Knowledge: Familiarity with municipal government processes and services is an asset.
• Equivalencies may be considered on the basis of one year of directly related experience for one year of education.

What WE Offer:

• A dynamic and supportive workplace where your leadership makes an impact.
• Opportunities for professional development to help you and your team thrive.
• The chance to shape a citizen-focused culture while driving meaningful change.
• A collaborative environment that values innovation, teamwork, and heart.
• A salary range of $85,121.40 - $111,056.40 per annum (2025 pay rate, based on experience and qualifications)
• Employer paid Health and Dental benefits package
• Eligibility to participate in our Hybrid Work Program
• Health Wellness and Learning Spending Account
• Membership to the Beaumont Sport and Recreation Centre
• Enrolment in Local Authorities Pension Plan (LAPP)
• 35-hour work week (some evening and weekend work may be required)
• Free Parking at any City of Beaumont Facility
• And an amazing team to work with!!

Are you ready to lead with heart, inspire your team, and help shape the future of citizen service in Beaumont? Apply today to be a part of something extraordinary. Challenge accepted? Let's build something amazing together!
If you meet these qualifications, please submit your cover letter and resume as one document by 9:00 AM on January 20, 2025.
The City of Beaumont is an inclusive and equal opportunity employer. We value the diversity of the people we hire and serve. This means fostering a workplace in which individual differences are recognized, appreciated, and respected. Any persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, [email protected]
Information For Applicants:

• Applications can be submitted via our online recruiting system. If you have any difficulties, please reach out to our HR department.
• We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.
• Final candidates for this position will be required to undergo pre-employment screening, including reference checks, education verification, and a criminal record check.

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