Lead Coordinator, Client Services

Job Information

Posting Reason : Replacement of a temporary position.

Job Type : Employee.

Anticipated Duration in Months : 6.

Job Family : Student and Campus Support.

# of Open Positions : 1.

Faculty / Service Department : Student Affairs, Client Relations, Client Services and Project Management.

Campus : Main Campus.

Union Affiliation : SSUO.

Date Posted (YYYY / MM / DD) : 2026 / 01 / 29.

Applications must be received BEFORE 2026 / 02 / 09.

Hours per week : 35.

Salary Grade : SSUO Grade 09.

Salary Range : $72,437.00 - $91,502.00.

About Student Affairs

Student Affairs is at the heart of the student experience at the University of Ottawa. We recruit the very best future students, support them throughout their university years, and prepare them for fulfilling careers and further studies. Over 600 staff provide services that keep students happy, well‑being and thriving as they pursue their ambitions. We help them apply and enroll for courses, oversee residences and dining, organize events, offer recreation program opportunities and varsity sports activities, run innovative career development and experiential learning programs, and much more! There’s nothing more rewarding than helping future generations reach their full potential at a world‑class university. With a wide variety of career opportunities and professional development pathways, we’re sure you’ll enjoy the experience as much as our students do.

Position Overview

This position supports a 24 / 7 service. Standard shift options are 8 : 00 AM–4 : 00 PM (Day), 4 : 00 PM–12 : 00 AM (Evening), and 12 : 00 AM–8 : 00 AM (Night). Shifts are scheduled in blocks of five consecutive days, which may include weekends. The specific schedule will be confirmed every two weeks based on operational needs and will total 35 hours per week.

Position purpose : Outside regular operating hours and in collaboration with the immediate supervisor, this position coordinates the delivery of high‑quality information services for all service points within the residence facilities. It supervises the work of information agents and ensures exceptional service for current and prospective students, the university community, and the general public by deploying the necessary means to maximize the use of available resources. It also contributes to revenue generation by promoting available programs and services and provides recommendations for developing new revenue sources for the department.

Responsibilities

• Provide high‑quality information services to clients in order to promote the University’s residences to current residents, prospective students (domestic and international), and the general public.
• Supervise employees and support recruitment and hiring initiatives (staffing, performance evaluation, goal setting, work assignment, management of leave and absences, etc.).
• Ensure team members have the training and tools required to perform their work. Train and provide feedback to employees to encourage a culture of continuous improvement and service excellence aligned with the University of Ottawa’s vision.
• Coordinate weekly work schedules and allocate staff responsibilities based on needs and priorities to ensure optimal customer service.
• Work with the Customer Service Manager to establish standards for evaluating service quality and develop effective measurement tools (analyses, detailed reports, surveys, investigations, statistics) to improve service quality and prevent crisis situations.
• Participate in operations management and analyze client interactions through call monitoring and reviewing email responses (Talisma CRM), recommending improvements to ensure service quality.
• Act as a second‑level resource for complex issues requiring restricted access or to assist team members and / or on‑call staff (coordinators / managers / directors) in resolving conflicts that may arise with students or clients.

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