Municipal Customer Experience Supervisor

Shape customer experiences for Thunder Bay residents through municipal service leadership, performance monitoring, and responsive issue resolution. Support centralized service delivery across channels.

The Supervisor - Customer Service leads day-to-day operations at Service Thunder Bay, the City’s centralized customer service centre. You will guide representatives serving residents and businesses through front-counter, telephone, email, and digital channels. The position supports consistent policies, accessibility requirements, privacy obligations, and records management practices.

• Provide operational input on staffing, schedules, coverage, and planning
• Review reports, dashboards, and trends to support continuous improvement
• Coordinate with departments to centralize inquiries and reduce duplication
• Escalate sensitive, complex, or high-impact customer service concerns
• Ensure adherence to approved policies, procedures, and service standards

• Minimum three years leadership experience, preferably in public sector service
• Strong leadership skills for direction, motivation, recognition, and knowledge sharing
• Commitment to respectful, inclusive, customer-focused public service delivery
• Ability to conceptualize and implement change management strategies
• Strong understanding of service standards and performance measurement

Bring municipal customer experience leadership, operational judgment, and inclusive service expertise to the City of Thunder Bay.