• Monitors customer service inquiries and is the point of escalation for customer issues by providing support and guidance in unclear situations. Works with internal Supply Chain owners to ensure customer inquiries are addressed in a timely manner, to identify process improvement opportunities and facilitate the timely delivery of services.
• Manages the Customer Service staff and provides leadership to the Customer Service Regional Team using effective management techniques such as coaching, mentoring, skill and leadership development, and performance management to support the achievement of required outcomes and ensure adherence to standards of quality and effective and timely service delivery. Investigates work and staff issues and initiates disciplinary action up to and including staff termination.
• Conducts business analyses and benchmarking and analyses service statistics to identify service improvement opportunities and trends. Makes ongoing recommendations and implements process improvements to support improved service delivery. Promotes services and new service delivery opportunities to health authorities and community customers.
• Ensures problem resolution and customer satisfaction through ongoing communication with all levels of stakeholders within the organization, by developing and maintaining productive working relationships within Supply Chain, and by liaising with customers on an on-going basis.
• Monitors service performance to ensure annual goals and objectives are met. Develops performance reports for efficiency monitoring and reporting.
• Evaluates the department’s ability to measure and improve customer needs by participating in activities to compare performance including improving business processes to optimize resources and meet customer needs, sharing information and responding to areas of dissatisfaction.

• A level of education, training, and experience equivalent to a Bachelor’s Degree in Commerce or Management or related discipline plus a minimum of five (5) year’s related experience at a managerial level covering a broad spectrum of customer service and promotions functions with an emphasis on customer relationships management in health care or a related environment. Experience required providing leadership and working in a unionized environment.
• Demonstrated leadership skills and ability to work effectively within a multi-site, multi-sector environment. Strong communication and negotiation skills. Proven ability to solve complex operational issues and take prompt actions to address customer inquiries. Ability to facilitate change and lead projects. Demonstrated ability to exercise judgment when working within or outside of established processes and procedures. Proven self-motivated decision maker who utilizes creative and effective problem-solving approaches to achieve desired result. Ability to create a working environment that motivates staff and promotes team building. Excellent organizational skills including the ability to meet deadlines and prioritize workload to meet departmental and customer requirements.

• Demonstrated knowledge and understanding of legislative obligations and provincial commitments found in the foundational documents - including Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study - and how they intersect across the health care system.
• Supports team members on their learning journey related to Indigenous-specific Anti-racism, Indigenous Cultural Safety and Humility, DEI and anti-racism.
• Works collaboratively with appropriate Indigenous teams and Diversity Equity and Inclusion departments to ensure holistic application of culturally safe, equitable and anti-racist lenses.
• Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
• As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities of settler colonialism on Indigenous Peoples and familiarity with addressing Indigenous-specific anti-racism, anti-racism and Indigenous Cultural Safety and foundational documents and legislative commitments (The Declaration Act, the Declaration Action Plan, TRC, IPS, Remembering Keegan, etc.).

• Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
• Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
• Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
• Annual statutory holidays (13) with generous vacation entitlement and accruement.
• PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
• Access to Work Perks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.