City of Barrie

Supervisor of Service Barrie

Permanent Full-time

Barrie, Ontario

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Posting Number: PN-25-28

Job Type: Permanent Full-time, Non-Union

Salary Range: $87,358.75 to $117,059.85 per year

Location: Barrie, ON - Hybrid (see below for more details)

Posted: Monday, November 17, 2025

Application Deadline: Monday, December 1, 2025 at 11:59 pm

The Opportunity

Access Barrie combines customer service, marketing and communications, transit and parking, and information technology. This strategic portfolio reflects the importance and need for the City to easily and efficiently connect the people who live and work in Barrie to the people, places, services and information that matters to them. The Marketing and Communications Branch’s work involves creating communications plans that determine the most appropriate way to deliver messages that includes clear, concise content that can be easily understood by targeted audiences (including internal, public, media, etc.). Primary Communications responsibilities include: providing leadership on the development and implementation of communications programs, community engagement, managing critical communications issues, managing the use of the InSite, barrie.ca, social media and digital communications. Conducting all aspects of media relations, including the preparation of media releases, advisories, advertising, and media monitoring. Marketing involves managing the corporate brand identity including paid advertising (radio, print, digital), design and web work. Provide multimedia and graphic design support including the development of promotional materials (posters, ads, brochures, videos, graphics etc.) and staff work to ensure the integrity of the corporate brand is maintained in all corporate materials produced.

Under the general guidance and direction of the Manager of Customer Service, the Supervisor of Service Barrie is responsible for overseeing and supervising the daily operational activities and delivery of corporate-wide services offered through Service Barrie. Specifically, this position is responsible for monitoring and supervising Service Barrie operations and performance in accordance with established quality assurance standards, service level metrics, key performance indicators and customer service principles, standards and techniques. Additionally, this position acts as the initial point of contact for, and investigates and responds to escalated inquiries, requests and/or complaints. This position analyzes data from the Customer Relationship Management (CRM) system, knowledge base, and other relevant databases to support performance management, process improvements, training initiatives, and quality assurance within Service Barrie. The role also involves acquiring, developing, documenting, and maintaining corporate information and processes for inclusion in the knowledge base and CRM system. Overall, this position plays an integral role in ensuring centralized, consistent customer service is delivered to internal and external customers in a timely and efficient manner in order to meet and/or exceed customer expectations.

Our Culture and Qualifications of the Job

Corporate Culture: Your workplace values align with our corporate values of Strive, Share and Care and you want to join us in providing exceptional services and programs to build a prosperous, growing and sustainable community.

Equally important to what we do is how we do it - your actions reflect our core accountabilities of Personal Awareness, Teamwork and Collaboration, Respect and Inclusion, Innovation, and Service Excellence, which define how we work together to succeed.

Education (degree/diploma/certifications)

Three (3) year University Degree in Business Administration, Public Administration, Communication, Information Technology or related discipline

Don’t meet the credentials as outlined but have years of directly related experience? Please see the City’s Education Equivalency Policy to determine if you may qualify for equivalency. Further information is available at www.barrie.ca/government-news/jobs

Position Equivalency Code: E

Experience

Three (3) years of experience performing duties related to the major responsibilities in a supervisory role within a multi-channel customer service or related work environment
Demonstrated experience delivering training and developing training tools and techniques

Knowledge/Skill/Ability

Working knowledge of legislated customer service requirements, including the Accessibility for Ontarians with Disabilities Act (AODA) and Bill 8, Public Sector and MPP Accountability and Transparency Act
Working knowledge of call centre operations, service level metrics, and customer service principles, standards and techniques
Working knowledge of call centre technology, including Customer Relationship Management (CRM) systems, and Knowledge Management system design
Working knowledge of quality assurance standards and practices
Working knowledge of current trends and best practices regarding call centre systems
Working knowledge of cash handling and management practices
General knowledge of municipal, regional, provincial and federal government services and programs
General knowledge of administrative processes and procedures
Demonstrated ability to:
- adapt to system/process changes and challenges; analyze complex issues and problems; evaluate alternative solutions; and develop sound conclusions, recommendations and courses of action;
- apply a wide range of mathematical and statistical concepts;
- build strong and enthusiastic staff teams;
- champion the mission and values of the City;
- conduct research, prepare reports, and deliver training/presentations;
- deal with difficult customers, diffuse emotionally-charged situations and resolve customer issues in a diplomatic and professional manner;
- develop, promote, and maintain effective and collaborative liaison with City employees, the general public and other stakeholders;
- exercise discretion and judgment when handling confidential, sensitive, and/or controversial information and ensures the security of such information and/or files;
- prioritize and process a high volume of email, telephone and/or in person inquiries, requests and/or complaints;
- lead and inspire innovation and the adoption of best practices;
- lead, coach, mentor and support staff;
- maintain a high standard of public relations at all times;
- maintain confidentiality in accordance with the Municipal Freedom of Information and Protection of Privacy Act;
- multitask and prioritize conflicting priorities and work demands within a fast paced work environment;
- read, interpret and apply policies and procedures;
- think and act strategically in a political and community service environment
Excellent attention to detail, organizational, prioritization, process mapping, and time management skills
Excellent analytical problem solving, research, customer service, interpersonal, communication (verbal and written), facilitation, training, teamwork, and leadership skills
Computer literacy utilizing Microsoft Office Suite (Excel, Outlook, PowerPoint, Word) and the Internet
Availability to accommodate deadlines, and/or peak period workloads that may extend beyond the normal workday or occur on evenings/weekends

Conditions of Employment

Satisfactory Criminal Record Check*

*Please note that this is a requirement of the position for any new employees to the City of Barrie in accordance with the Police Record Check Policy. Existing employees who have met this criteria will be exempt from this requirement.

Other Important Information

Location: City Hall, 70 Collier Street, Barrie, Ontario*

*Please note that the City has a Hybrid Work Program Policy in place that may allow for a hybrid work arrangement for employees who meet eligibility requirements.

Hours: The normal hours of work are 35 hours per week; however, some non-standard hours may apply.

Wage: This a permanent full-time non-union position with the following pay level and 2025 pay range:

Pay Level: Level 12
Yearly Salary: $87,358.75 to $117,059.85
Hourly Pay Rate: $48.00 to $64.32

What We Offer: This position includes a comprehensive non-union benefit plan, including but not limited to extended health and dental coverage, life and accident insurance, paid vacation and sick days, short/long term disability plans, OMERS Primary pension plan, access to the Employee and Family Assistance Program (EFAP), discounted rates for City Fitness Memberships and Transit Passes, and access to the Perkopolis Perks program, which provides exclusive access to discounts on a wide range of products and services available to all City employees.

How to Apply: Click the ‘Apply Now’ button at the top and/or bottom of the job posting to start the application process. Please note that emailed applications will not be considered.

Why Barrie?

The City of Barrie is a vibrant, progressive, and growing community with deep connections to our heritage, to nature and to the opportunities surrounding us.

Our community values quality of life; the ability to play year-round with 300 hectares of park space, our beautiful waterfront, our lively downtown core and the nearby hills, wetlands, and forests. We also value connections; to our neighbours and the community, to our road and rail network, and to the opportunity Barrie provides to enjoy life.

Everything Barrie has to offer, from the water we drink to the roads we travel on, has one thing in common - municipal workers. Joining a municipality is one of the most rewarding, engaging, and exciting careers you could choose. It is a career you can take pride in knowing that every day you make a positive impact on an entire community. We are one team, with one goal and we all work together to continue making our community great.

The City of Barrie is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness and welcomes applications from qualified individuals of diverse backgrounds. We are committed to providing barrier-free and accessible employment practices and we will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. If contacted for an employment opportunity, please advise if you require Code-protected accommodation and we will work with you to meet your needs.

The job posting has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this position. It may not contain a comprehensive inventory of all duties and responsibilities required of employees to do this job. For full position details, please request a copy of the job description by emailing HR.Recruitment@Barrie.ca.

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