Organization Summary

With a legacy spanning over 900 years, St. John Ambulance continues to make a profound impact through its commitment to public safety, education, and volunteerism. St. John Ambulance delivers nationally accredited programs and high-quality products designed to empower individuals and organizations with lifesaving skills. Through its network of dedicated volunteer first responders, it plays a vital role in strengthening communities and enhancing emergency preparedness coast to coast.

The St. John Council for Alberta has a proud history of service, dating back to its founding in 1897. Officially registered as a charitable organization in 1996 under the name St.

John Ambulance

Alberta, it continues to be a cornerstone of safety and community care across the province. Today, St. John Alberta operates seven Training and Community Service Centres, supported by a dedicated team of 40 employees and 500 volunteers who contribute over 28,000 hours of community service annually. In addition, a network of 300 certified instructors who deliver lifesaving training to more than 70,000 Albertans each year—strengthening resilience and preparedness in communities across Alberta.

Position Summary The Office Administrator, under the direction of the Manager Client Relations, will primarily be responsible for the administration and supervision of the team of customer service representatives. This position will lead, coach, and motivate the team to achieve customer service goals at the department level. This role will also model and champion the organization's dedication to providing excellent customer service.

The Office

Administrator leads by example, promotes a respectful and inclusive workplace, and supports employees in achieving departmental and organizational goals.

Key Responsibilities

- Address customer complaints and concerns that have been escalated in a timely and professional manner.

- Model and champion the organization's dedication to providing excellent customer service.

- Analyze departmental operations and identify areas of improvement.

- Approve vacation requests and monitor vacation schedules to ensure appropriate coverage.

- Build and maintain an effective team of customer service representatives.

- Foster a positive and respectful work environment.

- Coordinate daily operations by scheduling work assignments, setting priorities, and delegating tasks.

- Promote open communication and a respectful resolution of workplace issues.

- Identify employee training needs and coordinate training as required.

- Work with Human Resources to ensure the effectiveness of employees through strategic hiring, onboarding, discipline, and dismissal in accordance with applicable legislation and organizational policy.

- Ensure that all employees understand and comply with organizational policies, procedures, and ethical standards.





- Monitor and support the consistent delivery of excellent customer service through effective leadership and coaching.

- Ensure that all safe work practices are being followed and employees are adhering to all health and safety regulations in accordance with Alberta Occupational Health and Safety.

- Ensures a respectful, inclusive, and harassment-free workplace.

- Evaluate employee performance and goal progression regularly with feedback, discussions, coaching, and formal evaluations.

- Respond to employee complaints and incidents, including conflict resolution, accidents, health and safety concerns, work refusals, and investigations.

- Participate in hazard identification, assessment, control processes, and ensure employees are informed of workplace hazards and safety procedures.

- Provide employee training, ensuring that all applicable compliance requirements are met.

- Representing the customer service department at departmental meetings.

- Coordinate general office and facility-related administrative duties.

- Other duties as required in the scope of the position.

Qualifications

- Ability to adapt to new technology

- Ability to delegate, set expectations, and monitor employee performance

- Ability to identify operational issues and implement creative and strategic solutions

- Ability to initiate and model positive change

- Ability to organize and manage administrative tasks

- Ability to plan, organize, develop, implement, and interpret goals, objectives, and policies

- Ability to supervise and motivate a team to achieve and exceed their goals

- Ability to take constructive criticism
- A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills

- Satisfactory criminal record check

- Satisfactory police record check

- Satisfactory vulnerable sector check

- Demonstrated ability to build and maintain lasting working relationships

- Demonstrated time management skills

- Effective leadership skills, with a strong focus on mentoring and motivation of employees

- Experience with coaching and employee development

- Postsecondary degree or diploma

- Proven ability to solve complex and unique customer service problems

- Sound analytical thinking, planning, prioritization, and execution skills

- Robust formal and informal leadership skills

- Minimum three (3) years of management experience

- Minimum five (5) years of customer service experience

Core Competencies

Accountability: Takes ownership of personal workload, as well as the workload of employees under his/her direction.

Attention to Detail: Attends to details and pursues quality in the accomplishment of tasks,



regardless of the volume of duties encountered.

Client/Customer Focus: Provides superior service to both internal and external customers.

Coaching: Engages in regular, structured discussions with employees to encourage and improve individual employee performance and attain organizational objectives.

Conflict Management: Foresees potential conflict and takes preventative steps. Handles conflict when it arises, assisting with resolution or determining solutions.

Cooperation: Works with others to prevent conflict and share resources to encourage symbiotic relationships within the organization.

Decision Making: Makes concrete, well-informed and thought-out decisions that support the overall organization. Has the ability to make quick, effective decisions even when data and details are limited.

Health and Safety Leadership: Ensures that employees follow health and safety policies, procedures and regulations. Can identify workplace hazards and ensure appropriate controls and reporting in accordance with Alberta Occupational Health and Safety requirements.

Judgement: Ability to use sound reasoning when faced with various issues. Has the ability to make quick, effective decisions.

Leadership: Works well with a wide range of individuals to provide support, coaching, encouragement, and direction.

Managing Performance: Identifies employees’ strengths and weaknesses and provides long-term direction and support regarding areas of growth.

Ownership: Takes pride in the work that is accomplished and understands the function of tasks within the larger picture of the organization. Ensures deadlines are met and work is completed properly.

Professionalism: Demonstrates professional standards of conduct when governing interactions between individuals in a business environment.

Results Oriented: Able to focus on desired outcomes and how they are achieved by meeting and or exceeding standards based on past performance, goals, and objectives, as well as the performance and/or achievements of others.

Teamwork: Works cooperatively and effectively with others to reach a common goal. Participates actively in group activities fostering a team environment.

Time Management: Balances a myriad of tasks; prioritizes duties as needed.

Working Conditions

- Full-time position, typically Monday to Friday during standard business hours.

- Flexibility required to work occasional weekends in-office.

- Flexibility required during weekends, evenings and holidays to address after-hour concerns.

- Minimal physical demands; primarily sedentary work involving computer use and phone communication.

- Occasional lifting of office materials or equipment.

- Extended periods of sitting.

- Regular interactions with management, employees, customers, and the public at large.

- Operation of standard office equipment and computer systems.

- Working in a busy office environment with frequent interruptions.

📌 Office Administrator (Edmonton)
🏢 St John Council for Alberta
📍 Edmonton