Lethbridge offers an ideal mix of work and lifestyle for professionals and families. Just two hours from Calgary and an hour from the U.S. border, it boasts a sunny climate, affordable housing, and a strong sense of community. With nearby outdoor adventures, 70+ parks, cultural attractions, and a short commute, Lethbridge provides the perfect balance between career growth and quality of life.
Life in Lethbridge offers the best of both worlds—the welcoming charm of a close-knit community and the amenities of a growing urban center. Come see why so many professionals and families are making Lethbridge their home!
About the Role
At the City of Lethbridge, we believe in the power of teamwork, transparency, drive, integrity, openness, and excellence. These values shape how we work and how we serve our community. If you're a seasoned customer service leader who thrives in a fast-paced environment and enjoys making a meaningful impact on your community, we’d love to meet you!
This is your chance to lead a high-performing team that’s passionate about delivering top-tier service to our residents—every single day.
Job Posting
STATUS: Full Time Permanent
HOURS OF WORK: 75 hours bi-weekly - Monday to Friday.
As the 311 Customer Service Manager (City Hall), you’ll be at the heart of our customer experience strategy. You’ll lead our dedicated in person team that provides accurate, timely, and helpful information to the public. You’ll foster a culture of responsiveness, professionalism, and continuous improvement, ensuring our service consistently exceeds expectations.
Your ability to anticipate customer needs, resolve issues proactively, and build trust will help strengthen our connection with the community. As a coach and mentor, you’ll guide your team to embody our customer service principles and deliver with confidence and care.
What You Bring to the Table
You’re not just great with people – you’re a strategic thinker, a skilled communicator, and a natural leader. You have the experience and the mindset to drive performance and inspire excellence. Your experience and mindset uniquely position you to lead with impact and foster a culture of excellence.
Qualifications
- Post-secondary education in business administration, management, or a related field (bonus points for customer service and conflict resolution training!)
- 5+ years of progressive leadership experience in a customer-facing environment
- Proven success in coaching, mentoring, and performance management of a team
- Strong organizational skills with the ability to manage fiscal and human resources
- Excellent communication skills (written and verbal) across all levels, including political and public stakeholders
- Solid understanding of customer service systems and utility billing platforms (e.g., Microsoft Office, Fusion, Dynamics, Tempest, JD Edwards, Cityworks, KIRK, BMO Banking)
- Comprehensive knowledge of the utility billing process, including provincial regulations and best practices related to utility customer care
- Ability to prioritize, delegate, and problem-solve in a dynamic environment with frequent interruptions
Why Join Us?
You’ll be joining a collaborative, supportive team that values your input and celebrates our wins. Every day brings new challenges and opportunities to grow, adapt, and make a difference. If you bring a positive attitude, a passion for service, and a knack for leading with empathy and efficiency, this is the place for you.
- Play a pivotal role in shaping the City’s workforce and organizational effectiveness.
- Partner directly with leaders on high-impact initiatives.
- Work in a dynamic, unionized municipal environment where your expertise makes a real difference.
- Contribute to a culture of respect, inclusion, and continuous improvement.
- Competitive salary range of $49.57 to $61.95 per hour, commensurate with experience.
- Competitive benefits package.
How to Apply
Join us in driving our corporation’s success—apply today! Please submit your cover letter and resume to www.lethbridge.ca.
Closing date: October 1, 2025, at 11:59 PM
The City of Lethbridge (www.lethbridge.ca) proudly acknowledges that we are located at the heart of Siksikaitsitapi (Blackfoot) Territory, home of Kainai, Piikani, Siksika and Amskapi Piikani (Montana, USA) First Nations. Lethbridge is also located within the Métis Nation of Alberta, Region III. The City recognizes the diversity of our community and is working to ensure programs, services, facilities, and employment opportunities are inclusive to all people.
All applicants are thanked in advance for their interest. Only individuals selected for interviews will be contacted.
Civic Admin Association
For further information on this opportunity, please contact:
Travis Hillier, GM of Customer Service & Corporate Performance at 403-320-4718 or travis.hillier@lethbridge.ca
