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Job Description & How to Apply Below
Existing Vacancy: Yes
Description
About us
The Client Services unit supports the admissions, financial aid & awards, student accounts, and operations of Strategic Enrolment Management. Client Services has 3 main areas of operations itself: in-person enquiry, telephone enquiry - including a dedicated, student-staffed, and email enquiry. The enquiry functions provide the first point of contact for many clients (e.g. prospective applicants, applicants, teachers and parents) – as well as for current students and internal university staff seeking information about all aspects of undergraduate admissions and general information regarding financial aid and student accounts & awards.
Your opportunity
The Client Service Coordinator is responsible for providing day-to-day leadership, supervision, and operational support to Client Services Advisors and Assistants within a fast-paced, high-volume frontline service environment supporting students across all three campuses. While the primary focus of the role is admissions services, the incumbent also provides support across all service areas within the portfolio, including financial aid, student accounts, and University of Toronto transcripts.
The incumbent plays a key role in fostering a collaborative, professional, student-centred culture and is expected to lead by example in delivering consistent, accurate, empathetic, and respectful service across all channels, including in-person, telephone, and email interactions.
The incumbent is responsible for supervising, mentoring, and supporting staff performance, including onboarding and training new employees, identifying development opportunities, monitoring service quality, and reinforcing best practices in client service delivery. The role requires strong leadership skills, sound judgment, and the ability to support staff through high-pressure, and emotionally charged situations while maintaining professionalism and service excellence.
As the Client Service Coordinator, the incumbent develops and delivers ongoing training sessions related to admissions, financial aid, student accounts, University of Toronto transcripts, policies, procedures, systems, and service delivery expectations. The incumbent ensures staff have the knowledge, tools, resources, and communication skills required to effectively support students and stakeholders while navigating sensitive situations. The coordinator provides regular operational guidance, responds to escalated enquiries and complaints, and addresses non-routine issues referred by staff.
The incumbent provides counselling and guidance to students, prospective students, and families regarding university policies, procedures, and processes, and communicates detailed or unfavourable information clearly, professionally, and empathetically. The incumbent is expected to exercise discretion, diplomacy, and critical thinking when resolving sensitive or escalated matters.
The Client Service Coordinator also serves as a resource to university colleges, faculties, and departments by providing advice, guidance, and interpretation of university and government policies, regulations, and procedures. The incumbent identifies trends, operational challenges, and service concerns, and makes recommendations to management regarding process improvements, extraordinary cases, and service delivery enhancements to support an effective and student-focused frontline operation.
Your responsibilities will include
Overseeing day-to-day operational needs of the unit
Planning and implementing team workflows
Coordinating staff service schedules to ensure proper coverage
Tracking program metrics to inform continuous service improvements
Advising students on program, application, and/or course requirements by probing and providing a range of options and possible consequences
Resolving issues within the scope of the role and escalating problems as required
Serving as a resource to the portfolio and other departments
Ess…
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