Manager, Client Satisfaction - Ottawa, Canada - Canadian Air Transport Security Authority

Canadian Air Transport Security Authority
Canadian Air Transport Security Authority
Verified Company
Ottawa, Canada

3 weeks ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description

The Canadian Air Transport Security Authority (CATSA) has one (1) exciting indeterminate opportunity within the Communications branch at CATSA HQ in Ottawa.


This position represents an opportunity for career-driven individuals seeking a position within an organization that inspires growth and promotes excellence to make a difference and contribute to CATSA's unique culture as it strives to excel in air transport security.


Why is CATSA a great fit for you?
CATSA is world leader in aviation security and screening with a mandate to protect the public.

A Crown corporation, it features a mix of public service and private sector diverse backgrounds in which is reflective of the varied background of its employees.

CATSA encourages innovation and creativity and offers a healthly and diverse workplace where employees work in an environment where they can be their true selves and feel energized and proud.

If you are a motivated professional seeking a position within a multifunctional and collaborative environment and you are looking for the next great adventure, CATSA is the place for you


Summary of responsibilities:


The Manager, Client Satisfaction is responsible for managing the receipt and timely processing of all enquiries, complaints and claims from the general public.

The incumbent provides advice, and manages the deliverables of their team while performing quality assurance verification and providing guidance and training to current and new team members.

The Manager, Client Satisfaction performs all other duties and responsibilities related to the position as required.


What you need to succeed

To qualify for the position, you must have:

  • Graduation from a recognized college or university with a specialization in Communications or another specialty relevant to the duties of the position.
  • 5+ years experience in a customer service role, dealing with enquiries, complaints and/or claims from the general public.
  • A minimum of two (2) years in a management role leading teams.
  • A minimum of three (3) years of experience conducting background research, tracking and maintaining data, and consolidating data into reports.
  • Experience maintaining effective control of correspondence files, records, manuals and directives.
  • Experience managing multiple files under tight deadlines.
  • Experience training others in a customer service role.

This position is best suited to individuals with the following skills and abilities:

  • Exceptional communication skills, both oral and written.
  • Strong client service orientation and understanding of service excellence; tact, diplomacy, discretion, respect and courtesy and the ability to instil same in others.
  • Ability to resolve conflict, including problem solving, negotiating and making decisions independently;
  • Strong organizational skills and attention to detail.
  • Ability to synthesize complex information in a clear and concise manner.
  • Ability to multitask and prioritize team resources.
  • Ability to train and mentor others.
  • Ability to work well under pressure.

Valuable skills include:


  • Experience working in an operational environment.
  • Knowledge of CATSA's mandate and priorities, as well as an awareness of relevant legislations impacting CATSA.
  • Working knowledge of a third language.
  • Supervisory experience an asset.
Specific work requirements

  • Ability to work overtime as required
  • Ability to travel as required
  • Ability to obtain and maintain a Secret security clearance

How to apply:


Additional information:

CATSA is dedicated to an inclusive selection process and work environment.

If you require an accommodation, please advise the Human Resources representative when you are invited to meet with us regarding this employment opportunity.


Inclusion & Diversity

  • Taleo ID:

1913

  • Language Requirements:

Bilingual Imperative

  • Job category:

Communications

  • Hiring Pay Range:

$101,465 - $126,831

  • Staffing Method:

Indeterminate Vacancy
- # of openings:


1

  • Position reports to:

Ottawa - Head Office

  • Posting Date:

10/05/23

  • Working Location:

Ottawa

  • Application Deadline:

24/05/23

  • Working Location Category:
**Hybrid
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