Business Advisor

Competition number: 26-097

The Business Advisor plays a key role in advancing the City of Saint John's commitment to providing responsive, consistent and high-quality customer service.

Working across the organization, the Advisor uses customer feedback, service request data, operational trends and frontline insights to identify opportunities to improve how residents experience City services. The position works collaboratively with service areas to understand recurring issues, strengthen service standards, improve processes and support evidence-based decision making.

The Advisor also leads the resolution of complex or recurring customer concerns that require coordination across service areas, helping ensure issues are fully understood, appropriately addressed and communicated clearly to residents.

The position serves as backup to the Customer Service Manager and provides leadership to the Customer Experience Specialist.

Key Responsibilities:

Customer Insights & Organizational Improvement

Transform customer service information into actionable insights that help City service areas improve performance by:

•Analyzing CRM data, service requests, customer feedback, response times, repeat contacts and emerging trends;

•Producing quarterly Customer Insights Reports that identify key customer issues, service trends, opportunities for improvement and recommended actions;

•Presenting findings to service areas and working collaboratively with leaders to understand root causes and identify practical improvements;

•Identifying recurring customer pain points, service gaps and opportunities to simplify or improve City processes;

•Supporting the development and monitoring of customer service standards, service levels and key performance indicators;

•Measuring the impact of service improvements and identifying where further action may be required; and

•Bringing the voice of the customer and frontline employees into organizational decision making.

Complex Customer Issue Resolution

Provide coordinated support for complex, escalated or recurring customer concerns by:

•Reviewing complaints or service issues that have not been resolved through normal service channels;

•Investigating the circumstances surrounding an issue and gathering information from relevant service areas;

•Coordinating across departments to clarify responsibilities, identify solutions and move matters toward resolution;

•Maintaining clear, professional and timely communication with residents throughout the process;

•Identifying systemic issues or recurring patterns arising from complaints and recommending improvements; and

•Ensuring appropriate documentation, follow-up and closure of escalated matters.

Service Area Partnerships & Continuous Improvement

Build strong relationships across the organization to support consistent and effective customer service by:

•Serving as a key liaison between Customer Service and City service areas;

•Working with service areas to establish and maintain clear service expectations, escalation processes and customer-facing information;

•Facilitating regular discussions with service areas regarding customer trends, service performance and improvement opportunities;

•Supporting process reviews and improvement initiatives that increase efficiency, consistency and customer satisfaction;

•Assessing upcoming operational or service changes for potential customer service impacts; and

•Helping service areas prepare Customer Service staff for new programs, services, policies and initiatives.

CRM, Knowledge & Service Quality

Support the effective use of the City's customer service systems and knowledge resources by:

•Using CRM and related systems to identify trends, monitor performance and support continuous improvement;

•Working with the Customer Experience Specialist and service areas to ensure customer-facing information and internal knowledge resources remain accurate and current;

•Identifying opportunities to improve workflows, automation and information management;

•Supporting the development of scripts, workflows and customer information during service changes, special initiatives or emerging situations; and

•Helping establish standards and practices that promote consistent customer experience across channels.

Leadership & Team Support

Contribute to the effective leadership of the Customer Service Team by:

•Providing leadership, coaching and direction to the Customer Experience Specialist;

•Supporting employee development, training, quality assurance and continuous learning initiatives;

•Serving as backup to the Customer Service Manager during absences;

•Supporting operational decision making and issue resolution as required;

•Championing a culture of customer service excellence, accountability and continuous improvement; and

•Undertaking additional responsibilities that support the effective operation and strategic direction of Customer Service.

•A bachelor's degree in business administration, public administration, communications, data analytics or another related discipline, or an equivalent combination of education and experience.

•A minimum of five years of progressively responsible experience in customer service, customer experience, business analysis, service improvement, public administration or a related environment.

•Experience analyzing operational or customer data and preparing reports, recommendations or performance insights is considered an asset.

•Experience managing complex customer complaints or coordinating issue resolution across multiple business areas is considered an asset.

•Previous leadership, supervisory or coaching experience is considered an asset.

•Experience working in a municipal, public-sector or similarly complex service organization is considered an asset.

•Demonstrated written and verbal proficiency in both official languages would be considered an asset.

•A combination of education and experience may also be considered.

The successful applicant may be eligible to participate in a Flexible Time Options Program which includes the option of working a 4 or 5-day work week, subject to business requirements.

Equal Opportunity Employer:

We are an Equal Opportunity Employer. We are committed to building a workforce that reflects the diversity of the communities in which we live and which we serve. We encourage and support applications from Indigenous persons, persons with disabilities, and members of visible minority groups. Candidates who belong to such groups, who are qualified, will be given preference at the time of selection.

Applications will be accepted through our online system only. Qualified applicants should submit their cover letters and resumes to:

City of Saint John
Attn: Hiring Committee
www.saintjohn.ca (careers)