Customer Service Manager

Overview

As one of the fastest growing cities in Canada, City of Surrey is a globally recognized leader in building vibrant, sustainable communities through technology and innovation. City of Surrey employees are talented innovators, inspired by meaningful work and the opportunity to drive our city and their careers forward. Build a City. Build a Future at the City of Surrey.

Employment Status

Exempt - Term (until approximately September 2027)

Scope

In this role, you will oversee customer service operations related to the Property and Payment Services section. You will lead a dedicated team, support complex inquiries, and ensure our services align with BC legislation, municipal bylaws, and strong financial controls. You will exercise considerable judgement in work that involves continuous contact with the public, often in strained circumstances.

Responsibilities

• Coordinating service delivery to a diverse group of customers in a fast-paced environment.
• Oversee daily operations across in-person, phone, and digital service channels.
• Ensure accurate and timely responses to complex inquiries, including tax notices, Home Owner Grant questions, arrears and delinquent accounts, and payments.
• Responsible for recruitment, training and development, motivation, retention, coaching, support and work scheduling of a skilled team.
• Working with the team and key stakeholders to research, recommend and implement ways to optimize customer services, productivity and effectiveness within the Section.
• Providing support for services related to billing and payments including property taxes, utilities and enforcement related charges.
• Oversee payment processing and daily reconciliation.
• Develop and maintain procedures, training materials, and public facing resources.
• Identify opportunities to streamline processes and enhance digital service delivery.

Qualifications

Other Information

Number of Job Openings : 1

M1 $90,689 to $106,693 Per Year

Conditions of Employment

This position requires completion of a Police Information Check.

Successful applicants must provide proof of qualifications.

Closing Date

This job will be posted until February 24, 2026.

Our Values

Integrity - Service - Teamwork - Innovation - Community