Soccer Centre Hiring - New Position!
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
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Develop and implement customer service policies and procedures across both locations
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Define and communicate customer service standards
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Oversee the achievement and maintenance of agreed customer service levels and standards
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Recruit, mentor and develop service team members and nurture an environment where they can
excel through encouragement and empowerment
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Plan, prioritize and delegate work tasks to ensure proper functioning of the department
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Ensure the necessary resources and tools are available for quality customer service delivery
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Take ownership of customers’ issues and follow problems through to resolution
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Identify and implement strategies to improve quality of service and efficiency
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Identify and address staff training and coaching needs
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Report problem areas
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Key on-site liaison with members and guests, i.e. leagues, tournament organizers, special event
organizers, school groups, etc.
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Ensure professional and clean appearance of facility and staff team
Qualifications
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Strong interpersonal skills and ability to deal professionally, courteously and effectively with the
public
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Thorough, organized and detail oriented with a positive attitude
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Demonstrated ability to be a team player who is able to establish effective working relationships
with the general public and employees
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Excellent communication skills with a proven focus on quality customer service
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Proficient in use of computer software including Microsoft Office. Experience with online booking
software would be a benefit, but is not required
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Proven working experience as a customer service manager, retail manager or assistant manager
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Experience supervising or managing staff, including hiring, scheduling, training and evaluation
Key Competencies
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Customer service focus
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Supervisory skills
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Problem analysis and problem solving
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Decision making
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Planning and organizing
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Initiative
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Flexibility
Hours of Work
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Daytime, evening and weekend hours, as required
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Permanent, full time position
