Location: Aurora, Ontario
Salary Range: $87,808.53 - $109,760.80

Vacancy Reason: Permanent Replacement

Closing Deadline: August 5, 2026

The Town of Aurora is located in the heart of York Region and just 30 kilometers north of Toronto. Our vision is to become a progressive community with a small-Town charm and our mission is to deliver exceptional services that make people proud to call Aurora home. Ourworkforce is talented, diverse, and committed to fostering a culture that exemplifies teamwork, embraces innovation, and values diversity, equity, and inclusion to achieve mission excellence.It is important that our workforce reflects the citizens we serve. Come join us at the Town of Aurora, “You’re in Good Company”.

Position Summary

Reporting to the Manager, Business Support, the Supervisor, Access Aurora provides operational leadership for the Town's centralized customer service function, ensuring the delivery of accessible, productive and customer-focused services across multiple service channels. The position is responsible for overseeing the daily operations of Access Aurora, including customer service, legislative and licensing services, while leading a team of Customer Service Representatives and fostering a culture of service excellence, accountability and continuous improvement.

The Supervisor, Access Aurora develops and implements operational procedures, monitors service performance, ensures compliance with applicable legislation and corporate policies, and collaborates with departments across the organization to enhance service delivery and the overall customer experience. The role provides leadership in staff development, performance management, operational planning, business process improvement and service innovation, while supporting the achievement of departmental and corporate objectives through effective operational oversight, stakeholder collaboration and data-informed decision-making.

Responsibilities

- Lead, coach and develop a team of Customer Service Representatives through recruitment, training, scheduling, performance and attendance management.
- Oversee the daily operations of Access Aurora, ensuring high-quality, customer-focused service through in-person, telephone,



email and digital channels.
- Oversee the administration of legislative services, including the intake of Freedom of Information request, Commissioner of Oaths services and other delegated statutory responsibilities.
- Resolve complex customer inquiries and escalated complaints while ensuring compliance with legislation, Town policies and service standards.
- Develop and implement operational procedures, customer service standards and continuous improvement initiatives.
- Monitor service performance, customer trends and operational metrics, and prepare reports and recommendations for management.
- Oversee daily financial transactions, cash handling, reconciliations and controlled inventories.
- Collaborate with departments across the organization to improve service delivery and support corporate customer service objectives.
- Participate in business planning, budgeting, technology initiatives and organizational projects.

Qualifications

- A Community College diploma in Public Administration, Business Administration, Municipal Administration or a related field.
- Three (3) to five (5) years of progressively responsible experience in municipal customer service or legislative services, including supervisory experience.
- Strong knowledge of the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), the Accessibility for Ontarians with Disabilities Act (AODA), and applicable municipal legislation and by-laws.
- Demonstrated leadership, coaching and team development skills with a strong commitment to customer service excellence.
- Experience leading operational improvements, implementing new processes and managing service delivery initiatives.
- Excellent communication, conflict resolution, analytical and problem-solving skills with the ability to manage competing priorities.
- Experience preparing operational reports,



analyzing performance metrics and making recommendations to management.
- Advanced proficiency with Microsoft Office and experience using customer relationship management, financial and municipal business systems.
- A valid Ontario Class "G" driver's licence in good standing.
- The successful candidate will be required to provide a satisfactory Police Criminal Record Check as a condition of employment.

Successful applicants to this position will be required to provide a Police Criminal Record Check that is satisfactory to the Town prior to their start date at the applicants’ own cost.

The Town of Aurora is an equal opportunity employer that is committed to an inclusive, barrier-free recruitment and selection processes and work environments. We are committed to recognizing and celebrating the diversity of opinion, talent and expertise that make each person unique. We thank all applicants and advise that only those selected for an interview will be contacted.

Applicant information is collected in accordance with the Municipal Freedom of Information and Protection of Privacy Act and will be used to determine qualifications for employment with the Town of Aurora. Questions about this collection of personal information should be directed to the Human Resources Division at .

Artificial Intelligence Transparency Notice

At the Town of Aurora, we are committed to transparency and fairness in our recruitment process. While we utilize a recruitment system (ADP Workforce Now) with Artificial Intelligence (AI) powered capabilities, we do not currently use AI technology to screen, assess or select applicants relating to the recruitment process. While our system is equipped with AI tools, we prioritize a human-centered approach to recruitment. All candidate evaluations are conducted through direct human interaction, ensuring that hiring decisions are based on a thorough review of qualifications, skills, experience, and corporate cultural fit. We remain committed to transparency, fairness, and compliance with all relevant legislation, including Bill 149, in order to protect the rights and privacy of all applicants.

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📌 Supervisor, Access Aurora
🏢 Aurora
📍 Aurora