Lead, Customer Relations and Promotions

Lead, Customer Relations and Promotions

Commercial Services

Prince George, BC

The Lead, Customer Relations and Promotions is a key liaison between customers and internal Supply Chain service providers to ensure service delivery meets customer requirements. This role proactively builds and maintains relationships with customers and works closely with all levels of stakeholders and staff to address customer needs and identify service improvement opportunities. The Lead manages Customer Service staff with a focus on guiding and directing staff in a manner that contributes to their motivation, morale, and commitment. The role monitors customer service inquiries and is the management point of contact for issue escalation from customers or the team. The role actively promotes BCCSS services by seeking opportunities for efficient service delivery, profiling customers, surveying Supply Chain performance, and analyzing data to support business decisions.

What you’ll do

• Monitors customer service inquiries and is the point of escalation for customer issues by providing support and guidance in unclear situations. Works with internal Supply Chain owners to ensure customer inquiries are addressed in a timely manner, to identify process improvement opportunities and facilitate the timely delivery of services.
• Manages the Customer Service staff and provides leadership to the Customer Service Regional Team using effective management techniques such as coaching, mentoring, skill and leadership development, and performance management to support the achievement of required outcomes and ensure adherence to standards of quality and effective and timely service delivery. Investigates work and staff issues and initiates disciplinary action up to and including staff termination.
• Conducts business analyses and benchmarking and analyses service statistics to identify service improvement opportunities and trends. Makes ongoing recommendations and implements process improvements to support improved service delivery. Promotes services and new service delivery opportunities to health authorities and community customers.
• Ensures problem resolution and customer satisfaction through ongoing communication with all levels of stakeholders within the organization, by developing and maintaining productive working relationships within Supply Chain, and by liaising with customers on an on-going basis.
• Monitors service performance to ensure annual goals and objectives are met. Develops performance reports for efficiency monitoring and reporting.
• Evaluates the department’s ability to measure and improve customer needs by participating in activities to compare performance including improving business processes to optimize resources and meet customer needs, sharing information and responding to areas of dissatisfaction.

What you bring

Qualifications

• A level of education, training, and experience equivalent to a Bachelor’s Degree in Commerce or Management or related discipline plus a minimum of five (5) year’s related experience at a managerial level covering a broad spectrum of customer service and promotions functions with an emphasis on customer relationships management in health care or a related environment. Experience required providing leadership and working in a unionized environment.
• Demonstrated leadership skills and ability to work effectively within a multi-site, multi-sector environment. Strong communication and negotiation skills. Proven ability to solve complex operational issues and take prompt actions to address customer inquiries. Ability to facilitate change and lead projects. Demonstrated ability to exercise judgment when working within or outside of established processes and procedures. Proven self-motivated decision maker who utilizes creative and effective problem-solving approaches to achieve desired result. Ability to create a working environment that motivates staff and promotes team building. Excellent organizational skills including the ability to meet deadlines and prioritize workload to meet departmental and customer requirements.

Skills & Knowledge

• Demonstrated knowledge and understanding of legislative obligations and provincial commitments found in the foundational documents - including Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study - and how they intersect across the health care system.
• Supports team members on their learning journey related to Indigenous-specific Anti-racism, Indigenous Cultural Safety and Humility, DEI and anti-racism.
• Works collaboratively with appropriate Indigenous teams and Diversity Equity and Inclusion departments to ensure holistic application of culturally safe, equitable and anti-racist lenses.
• Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
• As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities of settler colonialism on Indigenous Peoples and familiarity with addressing Indigenous-specific anti-racism, anti-racism and Indigenous Cultural Safety and foundational documents and legislative commitments (The Declaration Act, the Declaration Action Plan, TRC, IPS, Remembering Keegan, etc.).

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.

• Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
• Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
• Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
• Annual statutory holidays (13) with generous vacation entitlement and accruement.
• PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Regular, Full-Time

Salary Range: $$106,026 - $152,413 /year. The starting salary for this position would be determined with consideration of the successful candidate’s relevant education and experience, and would be in alignment with the provincial compensation reference plan. Salary will be prorated accordingly for part time roles.
Location: 325 Brunswick St, Prince George, BC V2L 5T8
Closing date: Applications accepted until position is filled
Hours of Work: 0800-1600 (Monday to Friday)
Requisition # 176190E

What we do

The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

PHSA is committed to equity in our hiring and employment practices. With learning and compassion, we are addressing existing inequities and barriers throughout our systems. PHSA is seeking to create a diverse workforce and to establish an inclusive and culturally safe environment. We invite applications and enquiries from all people, particularly those belonging to the historically, systemically, and/or persistently marginalized groups identified under the B.C. Human Rights Code.

One of PHSA’s North Star priorities is to eradicate Indigenous-specific racism, which includes dismantling barriers to health care employment at every level. We welcome Indigenous individuals to apply and/or contact the Sanya'kula Team (Indigenous Recruitment & Employee Experience) for support at indigenous.employment@phsa.ca.

Indigenous-specific anti-racism initiatives are rooted in addressing the unique forms of discrimination, historical and ongoing injustices, and marginalization faced by Indigenous peoples. These initiatives align with an Indigenous rights-based approach, recognizing the inherent rights and self-determination of Indigenous communities. PHSA must uphold legislative obligations and provincial commitments found in the foundational documents such as including Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study.

ATTN: PHSA Employees:

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at http://internaljobs.phsa.ca  

Please note the internal job posting will no longer be accessible after the expiry date of December 5, 2024. If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at 604-875-7264 or 1-855-875-7264. Please note regular business hours are Monday – Friday (excluding stats), 8:30am to 4:30pm. For inquiries outside of regular business hours, please email the Internal Jobs Help Desk at internaljobshelpu@phsa.ca and a Help Desk Representative will contact you the next business day.