Saskatoon Soccer Centre Inc. owns and operates the largest dedicated training and competition facilities in Western Canada. We were built by and for the community to support and serve Saskatoon’s amateur soccer community and the sporting public. As a non-profit organization, we are an avid community partner, and our facilities can be adapted for multiple sports and community use.
Reporting to the Chief Executive Officer, the Service Team Manager provides excellent customer service for our members and guests and promotes the ideal throughout the organization. The goal is to keep the department running in an efficient manner, to increase customer satisfaction, loyalty and retention, and to meet or exceed their expectations. This involves becoming proactively involved in the various activities throughout the two facilities; ensuring safety and security for players, patrons and staff; keeping schedules running on times; acting as a liaison between our user groups and SSCI staff; and planning, coordinating and controlling the activities of the Customer Service Team to maintain and enhance customer relationships and meet organizational and operational objectives.
Main Duties and Responsibilities
Develop and implement customer service policies and procedures across both locations
Define and communicate customer service standards
Oversee the achievement and maintenance of agreed customer service levels and standards
Recruit, mentor and develop service team members and nurture an environment where they can
excel through encouragement and empowerment
Plan, prioritize and delegate work tasks to ensure proper functioning of the department
Ensure the necessary resources and tools are available for quality customer service delivery
Take ownership of customers’ issues and follow problems through to resolution
Identify and implement strategies to improve quality of service and efficiency
Identify and address staff training and coaching needs
Report problem areas
Key on-site liaison with members and guests, i.e. leagues, tournament organizers, special event
organizers, school groups, etc.
Ensure professional and clean appearance of facility and staff team
Qualifications
Strong interpersonal skills and ability to deal professionally, courteously and effectively with the
public
Thorough, organized and detail oriented with a positive attitude
Demonstrated ability to be a team player who is able to establish effective working relationships
with the general public and employees
Excellent communication skills with a proven focus on quality customer service
Proficient in use of computer software including Microsoft Office. Experience with online booking
software would be a benefit, but is not required
Proven working experience as a customer service manager, retail manager or assistant manager
Experience supervising or managing staff, including hiring, scheduling, training and evaluation
Key Competencies
Customer service focus
Supervisory skills
Problem analysis and problem solving
Decision making
Planning and organizing
Initiative
Flexibility
Hours of Work
Daytime, evening and weekend hours, as required
Permanent, full time position
Qualified candidates may submit a detailed resume in confidence, with references, by Friday, October 14th, 2022 at 4:00 pm to:
Human Resources, Saskatoon Soccer Centre Inc., 150 Nelson Road, Saskatoon, SK S7S 1P5
