Gestionnaire, Service à la clientèle / Manager, Customer Service

Reporting to the Associate Dean for Teaching & Learning, the Manager, Access Services role manages access services across Library branches, including Resource Sharing, Course Reserves & Reading Lists, and Accessibility Services. The role coordinates circulation services across library branches ensuring best practices and adopting principles of User Experience and Universal Design. The role is accountable for the effective, professional, and responsive provision of client centered services and Library management support. The role works in close partnership with academic and administrative leaders to determine operational priorities and manages daily activities of Library staff. The role leads and maintains an effective collaborative performance culture. The role is aligned to the vision, mission, values, and strategic direction of the University and supports York's commitment to sustainability, equity, diversity and inclusion.

Bachelors degree in relevant discipline.

2 years of management/ supervisory experience in a customer service focused environment.
Budget planning and forecasting experience.
Experience providing support to persons with disabilities in a post-secondary environment.
Experience with large software applications such as procurement, electronic scheduling, integrated library, records management and/or human resource systems.

Knowledge of Library operations management.
Knowledge of workforce planning, budgeting and financial management, process improvement and change management.
Working knowledge of managing in a unionized environment and applying a collective agreement.
Working knowledge of how to provide support to individuals with disabilities in a post-secondary environment.
Effective knowledge and demonstrated understanding of providing accommodation and customer service to persons with disabilities.
Working knowledge of assistive technologies (Kurzweil 3000, Kurzweil 1000, Dragon Naturally Speaking, IBM Via Voice, TextHelp, Inspiration, Jaws, ZoomText, Windows Accessibility tools.

Proficient with Microsoft Office applications, including Word, Excel, Power Point, and Outlook.
Ability to provide effective service to the community and deal courteously and effectively with others at all levels.
Ability to foster an environment of trust, support and accountability while modelling respect for employees.
Ability to develop and/or lead cohesive teams and manage performance and productivity.
Effective planning and organizational skills with ability to prioritize workload and meet timelines.
Note: Role requires verification of degree(s)/credential(s)Works in a typical office environment.

~ York's CPM Compensation Framework has a salary grid consisting of 6 or 8 steps (depending on job grade) which is reviewed annually with possible adjustments, and a lump sum Performance Based Recognition Award. Employees will receive the grid adjustment and depending on performance, eligible permanent employees may move to the next step of the grid and may receive a lump sum Performance Based Recognition Award.Visit the CPM Compensation page on the HR Website to find out more about York's CPM Compensation Program.
The University welcomes applications from all qualified individuals, including, but not limited to women, persons with disabilities, visible minorities (racialized), Indigenous Peoples and persons of any gender identity and sexual orientation. York University offers accommodation for applicants with disabilities in its recruitment processes. If you are contacted by York University regarding a job opportunity or testing, please advise if you require accommodation.

We are committed to enhancing our environmentally and socially responsible practices for the benefit of all members of the York community. Our long term perspective recognizes our responsibility to be innovators and to continually work as a community to reduce our ecological impact.

PLEASE NOTE: This job posting is for an existing vacancy. Applications must be received by 11:55 pm EST on the posted deadline date, if applicable. Posting deadlines can be updated, or modified, at any time based on hiring needs. Please refer to the York U Career Portal when confirming posting deadlines.