Customer Service Team Leader

Service New Brunswick

Customer Service Representative Team Leader, ASL 5

Open Competition

Permanent Full-time

17595 (R85-2026/27-466)

Burton

Service New Brunswick is seeking an individual to join the Burton team as a Customer Service Representative Team Lead.

Working at Service New Brunswick is more than just a job — it's an opportunity to build a meaningful career. Guided by our vision of "Elevating Service Excellence", our teams provide high-quality, innovative public services for customers with a focus on value for all New Brunswickers.

Known for our people-oriented workplace culture, we foster an environment where innovation, inclusivity, and teamwork are celebrated. We are proud to be recognized as one of Atlantic Canada's Top Employers for 2026!

What We Offer

At SNB, our people are at the heart of everything we do. We are:

• Human-Centered: We prioritize well-being and flexibility for our employees.
• Driven by Growth: We invest in your professional development and career advancement.
• Celebrating Excellence: We recognize and reward outstanding contributions.
• United by Purpose: Every project you work on makes a real difference for New Brunswickers.
• Empowered to Decide: We trust our teams to make decisions and innovate boldly.

With offices and locations in most New Brunswick cities and a wide variety of positions and job roles, SNB offers unmatched opportunities for growth and impact, including an employee recognition program, a mentoring program, training & development opportunities, employee townhalls and ongoing leadership development.

SNB also offers a comprehensive employee benefits package.

As the Team Lead you will be responsible for providing coaching and assistance to Customer Service Representatives (CSRs), Floor Coaches (FCs) and Driver Examiners (DEs) monitoring and adjusting day-to-day operations to ensure that service standards are met, as well as performing CSR functions. Key responsibilities of this position are:

• Scheduling staff

• Responding to or escalating customer complaints or concerns

• Orienting new employees and providing on?the?job training

• Monitoring and addressing quality reports

• Overseeing daily back-office functions, such as cash handling, daily inventory, retention of records, and daily reports

• Acquiring and maintaining expert knowledge regarding the services offered by the Corporation

• Supporting staff in the use of on-line tools and other documentation

Please ensure that you indicate the competition number 17595 (R85-2026/27-466) when applying.

ESSENTIAL QUALIFICATIONS: Graduation from high school or GED, supplemented by a related one-year (1) post-secondary diploma and a minimum of six (6) years of related experience and one (1) year of experience in a supervisory role. Subject to the response to this competition, an equivalent combination of education, training and experience may be considered.

Written and spoken competence in English is required. Please state your language capability.

Applicants must clearly demonstrate the essential qualifications to be given further consideration. Please state your language capability on your application and ensure that preferred language for assessment is clearly identified.

ASSET QUALIFICATIONS: Preference may be given to candidates that demonstrate:

• Experience working as a Customer Service Representative with the Government of New Brunswick

• Experience working with Line Management systems

• Experience with daily sales balancing and financial reconciliations

Subject to the response to this competition, candidates may be required to demonstrate on their application one or more of the asset qualifications in addition to the essential qualifications in order to be given further consideration.

SPECIAL/OPERATIONAL REQUIREMENTS:

• You must be eligible for appointment as Commissioner of Oaths.

• Some weekday evening and Saturday morning work hours may also be required. Travel to other Service Centers within the region will be required therefore candidates must possess a valid New Brunswick driver's license and have their own means of transportation.

• Candidates will be required to undergo Criminal History Clearance prior to appointment.

BEHAVIOURAL COMPETENCIES: The successful candidate will possess the following behavioral competencies:

• Analytical Thinking/Judgment

• Client Service Orientation

• Effective Interactive Communication

• Developing Others

• Results Orientation

TECHNICAL COMPTENCIES: The successful candidate will possess the following technical competencies:

• Knowledge of Applicable Legislation and the Corporation's Policies and Procedures

• Specialized Subject Matter Expertise and Knowledge

• Planning and Organizing Skills

• Knowledge of Training

Résumés should be in chronological order specifying education and employment in months and years including part-time and full-time employment.

Salary: $53,118- $64,506 annually - Administrative Services Level 5 - Administrative Assistants, Clerical and Regulatory, Office, Data Processing and Duplicating Equipment Operation.

The wage scales shown reflect the newly signed NBU Collective Agreement. During the implementation period, new hires may temporarily be placed on the wage scale in effect prior to the new collective agreement. Once processing is complete, employees will receive any applicable retroactive adjustments.

We strongly encourage you to submit your application via the online portal https://www.ere.gnb.ca/competition.aspx by using the "Apply Online" button to increase the efficiency and maintain a consistent candidate experience. Please ensure your application is complete by October 12, 2026 and indicate competition number 17595 (R85-2026/27-466).

In the unlikely event that you experience technical difficulties or are unable to complete your application online, contact [email protected].

We thank all those who apply however only those selected for further consideration will be contacted.

Veterans who demonstrate they are among the most qualified, shall be given preference at the time of appointment.