Scheduled Hours/Shifts: 37.5 hours per week

Salary: $102,189- $124,328 per year

Flexible Working

Arrangements: Yes

Vacancy Reason: New

WHY Stouffville:

Working for the Town of Stouffville means being a part of one of HRD Canada’s Best Places to Work. Here, we foster a sense of belonging as a tightknit workforce. The Town is dedicated to supporting its employees, by providing competitive compensation, OMERS Pension, employer funded benefits, paid vacation, sick time, EAP and flexible work arrangements, to help you prioritize what matters most.

Make a difference in a growing community by leading exceptional customer service experiences across the Town. As the Client Services Supervisor, you will provide leadership to customer service teams, oversee daily operations, mentor and develop staff, and drive continuous improvement initiatives that enhance service delivery. This energetic role offers the opportunity to collaborate with departments across the organization, manage business systems and customer programs, resolve complex service challenges, and help create positive experiences for residents at every interaction.

We are committed to being an equal opportunity employer, supportive of an inclusive, barrier-free recruitment and selection process and as we grow, it’s important that our workforce reflect the citizens we serve. At the Town, we respect, encourage, and celebrate our diversity. If contacted for an employment opportunity, please advise if you require accommodation.

Position Purpose:

Reporting to the Manager of Customer Service, the Client Services Supervisor provides operational leadership and oversight for the Town's customer service operations,



including customer service teams located at Town Hall and municipal recreation facilities. The Supervisor is responsible for the day-to-day supervision of customer service staff, ensuring the delivery of consistent, high-quality service across multiple service channels. The role oversees staff scheduling, training, payroll administration, performance management, customer service standards, payment processing operations, recreation management software administration and frontline service delivery. As a subject matter expert, the Supervisor works collaboratively with Town departments to improve service delivery, support operational initiatives, respond to escalated customer concerns and implement continuous improvement strategies. The position is also responsible for monitoring performance metrics, preparing reports and recommendations, administering customer programs and services, and supporting departmental planning, budgeting and project initiatives.

Qualifications and Requirements:

- Four (4) year University Degree in Business Administration, Customer Communications, or suitable equivalent.
- Minimum five (5) years related experience in customer service/contact centre and three (3) years supervisory experience preferably in a municipal environment.
- Experience in recreation software applications, business process management, financial management, public administration or suitable equivalents.




- Demonstrated experience in customer service operations, contact centre environments, recreation administration, or related public-facing service delivery functions, preferably in a supervisory capacity.
- Experience leading and developing staff, including scheduling, coaching, performance management, training and employee engagement.
- Strong knowledge of customer service principles, conflict resolution techniques and service excellence standards.
- Experience managing escalated customer issues and complaints with professionalism, tact and diplomacy.
- Experience with payment processing, cash handling, point-of-sale systems, reconciliations and revenue control procedures.
- Strong knowledge of financial controls, auditing practices, anti-fraud measures and customer payment security requirements.
- Strong knowledge and understanding of accounting principles and experience in cash and bank reconciliation.
- Experience administering business management software systems, recreation management software, customer relationship management (CRM) systems, or related technology platforms.
- Strong analytical and problem-solving skills with the ability to interpret data, monitor performance metrics, identify trends and recommend operational improvements.
- Ability to develop, implement, and maintain policies, procedures, service standards and quality assurance programs.
- Excellent leadership, interpersonal, communication, and relationship-building skills, with the ability to work effectively with staff, residents, user groups, elected officials and community stakeholders.
- Ability to analyze issues, evaluate alternatives and develop sound recommendations and solutions.

📌 Client Services Supervisor (Whitchurch-Stouffville)
🏢 Town of Whitchurch-Stouffville
📍 Whitchurch-Stouffville